Senior Product Manager, B2B Service Case Management & Ticketing

Location: New York

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Team Overview
The Tru Ops Digital Experience team is responsible for modernizing Trans Union'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…