Director, Salesforce B2B Service Governance

This role supports B2B Care and Servicing, partners, resellers, and data furnishers by advancing Salesforce Case Management and Experience Cloud capabilities that improve service quality, operational efficiency, and customer outcomes.
This Director will lead the B2B Service team, which currently includes approximately 10 associates within the broader TruOps Digital Experience organization, and will play a key role in driving TransUnion's service transformation strategy through automation, AI, and self-service capabilities. This role will report to the SVP of Business Processes. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Role Overview and Core Responsibilities
Define and execute the B2B service platform strategy across Salesforce Service Cloud, Case Management, Experience Cloud, Customer and Partner Portals, and related service technologies, ensuring the roadmap is rooted in business metrics, customer outcomes, and operational priorities.
Partner closely with B2B Care and Servicing leadership to translate business strategy into scalable platform capabilities, actionable roadmaps, and measurable improvements across service delivery, customer experience, and cost-to-serve.
Lead the evolution from agent-assisted service to automation-first and self-service models by identifying root causes of service demand, reducing avoidable ticket volume, and implementing solutions that improve how customers and associates access support.
Own strategy and governance for foundational service capabilities, including case management, knowledge management, routing, service level management, analytics, and customer and partner portal experiences.
Evaluate and implement automation and AI-enabled service capabilities that modernize agent workflows, improve triage and routing, strengthen knowledge-driven support, and enable more efficient digital servicing experiences.
Establish and maintain governance frameworks, platform standards, prioritization practices, and operating rhythms that support scalable, consistent, and business-aligned service delivery across products, regions, and stakeholder groups.
Use service metrics and operational data to identify improvement opportunities, build business cases, prioritize investments, and measure outcomes tied to efficiency, customer satisfaction, response and resolution times, throughput, operating margin, and cycle time.
Lead, coach, and develop a high-performing team responsible for Salesforce administration, service operations, process optimization, and platform delivery.
Navigate technical debt, platform customization, data quality challenges, and inconsistent processes by driving disciplined process improvement before automating or scaling new technology solutions.
Influence business, product, technology, and operations stakeholders to align on priorities, resolve dependencies, manage tradeoffs, and adopt consistent automation-first and self-service strategies.