Senior Product Manager, B2B Service Case Management & Ticketing

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Team Overview

The TruOps Digital Experience team is responsible for modernizing TransUnion's global operational platforms and enabling more efficient, scalable, and customer-focused service experiences. This role sits on the B2B Service team and will support the modernization of case management and ticketing capabilities across Salesforce, helping advance one of Global Operations' top transformation priorities.

Reporting into the B2B Service organization, this individual contributor will partner closely with B2B Care and Servicing, Product, Technology, Analytics, Client Success, Sales Support, and cross-functional operational leaders to improve how service work is managed, automated, measured, and delivered across products, segments, and customer tiers.

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

• Support the B2B Service Director in defining and executing the platform strategy for case management and ticketing, aligning Salesforce Service Cloud capabilities to business priorities, service operations goals, and enterprise transformation objectives.
• Own the product vision, roadmap, and backlog for B2B case management capabilities, including case creation, classification, routing, queue management, escalations, SLA management, workload balancing, resolution workflows, and customer communications.
• Partner with B2B Care and Servicing leaders to understand how servicing is managed today, identify root causes of operational friction, and design scalable solutions that simplify processes, reduce unnecessary tickets, improve resolution quality, and support stronger business outcomes.
• Drive process improvement and transformation initiatives that improve first-contact resolution, reduce handling time, strengthen SLA performance, improve associate productivity, and increase customer satisfaction across B2B service workflows.
• Lead efforts to modernize agent workflows through automation, AI-enabled capabilities, and workflow simplification, with a focus on solving root causes rather than automating inefficient or inconsistent processes.
• Partner with the Customer and Partner Portal product peer to align case management, automation, and self-service strategies, supporting the movement of appropriate service processes from standard case handling into customer-facing self-service experiences.
• Design solutions that accommodate multiple products, customer segments, and service processes, including automation and self-service experiences tailored by customer tier to support differentiated service experiences.
• Translate business needs into user stories, acceptance criteria, prioritized backlogs, process maps, and operating documentation while partnering with Salesforce administrators, developers, architects, and Agile delivery teams through sprint planning, release readiness, and implementation.
• Use operational data, KPI trends, dashboards, and business metrics to evaluate performance, prioritize investments, recommend improvements, and communicate roadmap progress, risks, outcomes, and business impact to stakeholders and leaders.
• Support change adoption by partnering with operational leaders, end users, and change management partners to gather feedback, conduct workflow reviews, improve associate experiences, and ensure new capabilities are scalable, compliant, and aligned with enterprise standards.

Required Knowledge and Experiences

• 7+ years of experience in product management, business process management, service operations, call center operations, client support, customer success, or related Salesforce-based service environments, with demonstrated ability to translate business needs into scalable technology solutions.
• Strong understanding of customer service processes, case management, ticketing workflows, service operations, and call center environments, with the ability to assess current-state processes, identify root causes, and design future-state workflows that improve operational outcomes.
• Demonstrated experience driving process improvement, transformation, or modernization initiatives, including the ability to move beyond incremental fixes and design solutions that simplify, standardize, and improve service delivery.
• Experience working in Agile delivery environments, including backlog management, sprint planning, user story development, acceptance criteria, prioritization, and partnership with technical delivery teams through implementation.
• KPI-driven mindset with experience using operational metrics, dashboards, reporting, or business outcome measures to evaluate performance, prioritize work, define success, and communicate value to stakeholders.

Required Technical Skills

• Salesforce Service Cloud or similar case management, ticketing, or contact center technology platform experience, with the ability to understand platform capabilities and partner with technical teams to deliver business solutions.
• Experience designing or improving case management capabilities, including routing, classification, queues, escalations, SLA management, workload balancing, resolution workflows, and customer communications.
• Experience with workflow automation, service process optimization, and technology-enabled operational improvement, including the ability to identify where automation can reduce friction and improve service outcomes.
• Strong analytical skills with experience using operational data, reporting, dashboards, and KPIs to identify trends, evaluate business impact, and support prioritization decisions.
• Ability to work effectively with Salesforce administrators, developers, architects, analytics partners, and business stakeholders to convert requirements into practical, scalable platform solutions.

We're also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we're happy to support your career development and growth in:

• Experience implementing AI-enabled service solutions, automation tools, or modern customer support technologies that improve agent productivity, self-service capabilities, or service resolution outcomes.
• Project management experience, including the ability to plan work, manage priorities, drive execution, and move initiatives forward in a fast-paced environment.
• Change management experience, particularly in environments where new processes, technologies, or workflows must be adopted by service teams and operational stakeholders.
• Salesforce certifications or related platform credentials that demonstrate deeper knowledge of Salesforce Service Cloud, service operations, or platform capabilities.
• Strong collaboration and influence skills, with the ability to work across Product, Technology, Care and Servicing, Analytics, Client Success, Sales Support, and operational leadership to align priorities and deliver measurable outcomes.

Benefits that support every part of your life:

At TransUnion, we design benefits to help you feel well, do well, and plan well-from day one.

For Your Health: Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose tax advantaged HSA and FSA accounts to make everyday care more affordable.

For Your Protection: We've got your back with company paid basic life and AD&D, optional voluntary life and AD&D for you and your family, and short and long term disability. You can also opt into a legal plan, pet insurance, and travel accident coverage.

For Your Family: From adoption assistance and fertility planning coverage to caregiver support, we're here for every chapter. Access Dependent Care FSA for possibility of an employer match, a complimentary membership, and up to 12 weeks of paid parental leave with eligibility for a thoughtful, gradual return.

For Your Future: Build toward what's next with our 401(k) with employer match and Employee Stock Purchase Plan (ESPP). Tap financial wellness resources, career coaching, and optional long term care insurance to plan confidently.

For You: Grow and recharge with tuition reimbursement, flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employee discounts, charitable gift matching, and paid volunteer time off, plus corporate volunteer events that make it easy to give back.

For Your Wellness: Access 24/7 support including professional therapy, coaching, and emotional well being programs alongside guided meditation and resources that support physical, mental, social, and financial wellness.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally . click apply for full job details