Senior Product Manager, B2B Service Customer & Partner Portals

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Team Overview
The B2B Service team is responsible for modernizing the digital service experience for customers, partners, and internal servicing teams through scalable portal capabilities, self-service workflows, automation, and AI-enabled solutions. This role sits within the broader Tru Ops Digital Experience organization and supports Global Operations priorities to transform how B2B service is delivered across products, segments, and partner channels.

This individual contributor role will report to Director of Salesforce B2B Service Governance and will partner closely with Care and Servicing, Sales Support, Product, Client Success, Technology, Analytics, and partner-facing teams to define and deliver portal experiences that reduce service friction, improve transparency, increase self-service adoption, and drive measurable business outcomes. 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 own the vision, strategy, and roadmap for B2B customer and partner portal capabilities, with a focus on Salesforce Experience Cloud, digital self-service, automation, and AI-enabled service opportunities.
• Partner with service and operational leaders to understand current service volumes, customer pain points, adoption barriers, process gaps, and opportunities to shift appropriate workflows from assisted service to self-service.
• Translate business needs, customer journeys, and service pain points into scalable portal capabilities, user stories, acceptance criteria, prioritized backlogs, and measurable delivery outcomes.
• Identify where self-service, automation, and AI can improve customer and partner workflows, while distinguishing between use cases that should be digitized and those that require human support or higher-touch service models.
• Lead efforts to standardize, streamline, and improve service processes before automation, ensuring solutions address root causes rather than creating incremental fixes or automating inefficient workflows.
• Partner with the Case Management product owner and cross-functional delivery teams to align portal, case management, knowledge, customer data, and service request capabilities across the B2B service lifecycle.
• Establish and monitor KPIs for portal adoption, task completion, containment, deflection, customer satisfaction, operational efficiency, and business impact to inform prioritization and investment recommendations.
• Manage roadmap priorities, backlog enrichment, sprint planning, release readiness, stakeholder demos, adoption planning, and post-release measurement in partnership with Salesforce administrators, developers, architects, UX/design, analytics, security, and delivery teams.
• Ensure portal solutions support customer and partner needs across products, segments, regions, and customer tiers, including differentiated service experiences where appropriate.
• Communicate roadmap progress, risks, dependencies, adoption results, and business outcomes to stakeholders and leadership in clear, outcome-oriented terms.

port processes.

Required Knowledge and Experiences

• 7+ years of experience in product management, digital experience, business process management, service operations, customer support, portal, or Salesforce-related roles, with experience delivering technology-enabled business outcomes.
• Strong understanding of customer service operations, contact center or call center environments, customer support workflows, partner operations, and digital self-service models, with the ability to identify which workflows are best suited for automation or portal enablement.
• Demonstrated experience translating business requirements, operational challenges, customer needs, and service pain points into scalable technology solutions that improve process efficiency, customer experience, and measurable outcomes.
• Experience working in Agile delivery environments, including backlog management, prioritization, user story…