Hiring: Director, Salesforce B2B Service Governance Company: TransUnion Location: Chicago, IL Job Posted Time: 2026-09-10 12:07:40 Employment Type: Hybrid Target Skills & Keywords : AI, Change Management, Project Management, Salesforce About the job Experience: •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. Required Skills: •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. Compensation: •: Enjoy day-one eligibility for medical, dental, and vision coverage, plus supplemental plan options Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!