Director, Salesforce B2B Service Governance

Director, Salesforce B2B Service Governance

Chicago, Illinois, United States

Up to $225,000/ year

This Director will lead the B2B Service team, which currently includes approximately 10 associates within the broader Tru Ops Digital Experience organization, and will play a key role in driving Trans Union'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.

Required Knowledge and Experiences

• 10+ years of experience in Salesforce, CRM, service operations, or similar call center technology environments, with demonstrated ability to connect platform strategy to measurable business outcomes.
• Experience leading B2B customer service, care, or servicing transformation initiatives, including improving service processes, reducing avoidable ticket volume, and modernizing customer and partner support experiences.
• Proven ability to build strategic roadmaps, define priorities using data and KPIs, and lead teams through execution in complex enterprise environments.
• Strong process improvement mindset with the ability to identify root causes, streamline operations, and deliver sustainable business outcomes.
• Leadership experience that includes recruiting, coaching, performance management, stakeholder influence, conflict resolution, and leading teams through organizational transformation.

Required Technical Skills

• Salesforce Service Cloud, Salesforce Case Management, or comparable enterprise service and call center platform experience.
• Experience with Salesforce Experience Cloud, Customer Portal, Partner Portal, or similar digital self-service solutions.
• Strong understanding of service operations capabilities including case and ticket management, routing, knowledge management, service level management, reporting, analytics, and workflow optimization.
• Experience using operational metrics, dashboards, and business case development to drive prioritization, investment decisions, and measurable improvements.
• Experience implementing automation, AI-enabled service capabilities, or digital support technologies that improve efficiency and self-service adoption.

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, automation, or agentic service capabilities in a B2B customer service or call center environment.
• Project management experience, including roadmap development, execution…