Hiring: Senior Product Manager, B2B Service Case Management & Ticketing Company: TransUnion Location: Chicago, IL Job Posted Time: 2026-09-10 12:07:41 Employment Type: Hybrid Target Skills & Keywords : Agile, Change Management, Product Management, Project Management, Salesforce About the job Experience: •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. Required Skills: •Actively facilitate and support 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. 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!