Customer Operations Senior Manager

Trans Union's Job Applicant Privacy Notice Personal Information We Collect Your Privacy Choices Team Overview This senior leadership role oversees the credentialing, re-credentialing, onboarding, enablement, and account-maintenance functions that support U.S. and Canadian B2B customers accessing core credit products. The leader will manage a global organization through other people leaders, balance speed-to-revenue with regulatory and control requirements, and partner across Sales, Compliance, Legal, Support, and Operations to improve processes, tools, productivity, and customer onboarding outcomes.

This role reports to the SVP of Customer Support Operations.

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 Lead the end-to-end credentialing, re-credentialing, onboarding, product enablement, data stewardship, and account-maintenance functions supporting core credit customers.

Direct a global organization of approximately 40–50 associates through roughly seven direct reports, including people leaders and specialized individual contributors; coach leaders, strengthen bench capability, and address succession or backfill needs.

Drive faster, compliant customer onboarding by identifying barriers, coordinating resolution across teams, and balancing speed-to-revenue with regulatory and operational-control requirements.

Review productivity, performance, service, and operational reporting on a recurring basis; use results to ensure frontline teams meet established expectations and to identify opportunities for improvement.

Own the design and effectiveness of onboarding processes and controls, ensuring product setup is accurate, responsibilities are clearly defined, controls are monitored, and material process gaps or leakage are addressed.

Partner regularly with Sales, Compliance, Legal, Support, and operations and technology teams to manage business-as-usual delivery, resolve onboarding issues, and improve the customer journey.

Lead business-process improvement efforts by documenting and refining workflows and evaluating how systems, tools, and technology can improve efficiency, accuracy, scalability, and operational execution.

Communicate process and policy changes to Sales leaders and educate sellers on the requirements and actions needed to move customers successfully through onboarding.

Navigate a highly regulated data environment involving customer eligibility, permitted use, product access, and related requirements; direct FCRA, GLBA, or DPPA experience is preferred, while strong audit, risk, compliance, or controls experience may provide a transferable foundation.

Represent the organization with VPs, SVPs, prospective customers, and existing customers, requiring strong written and verbal communication and the ability to translate complex operational and regulatory requirements into clear business guidance.

Required Knowledge and Experiences Ten (10+) plus years' experience managing people with a demonstrated record of accomplishment of leading an operations team where adherence to corporate compliance is a priority. Demonstrate advanced interpersonal skills to engage with peers, customers, and senior management

Bachelor's Degree required

Proven ability to manage an operations team with minimal supervision.  This includes, but not limited to assessing, making recommendations and implementing best-in-class processes

Proven skills in training and team building

Experience with using metrics to run a team including establishing KPI’s and managing to those KPI’s; including forecasting work load and capacity

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