Director, Salesforce B2B Service Governance
Core
Lead the B2B Service team to modernize TransUnion's global operational platform by advancing Salesforce Case Management and Experience Cloud capabilities for customer service, case management, and digital support.
Role type
Director, Salesforce B2B Service Governance
Builds
Scalable B2B service platform capabilities, automation-first and self-service models, and governance frameworks for service delivery.
Domain
B2B Customer Service / Salesforce Platform / Service Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Salesforce Service Cloud, Salesforce Case Management, Salesforce Experience Cloud, B2B service transformation, strategic roadmap development, team leadership, process improvement, automation strategy, AI-enabled service capabilities, stakeholder influence, operational metrics analysis
Preferred skills
AI/automation implementation in B2B, project management, change management, large-scale Salesforce transformation, ITSM frameworks, modern service technologies (Cresta, FIN, LivePerson, Qualtrics)
Technologies
Salesforce Service Cloud, Salesforce Case Management, Salesforce Experience Cloud, Customer Portal, Partner Portal, Cresta, FIN, LivePerson, Qualtrics
Responsibilities
Define and execute B2B service platform strategy across Salesforce technologies; partner with leadership to translate business strategy into scalable capabilities; lead evolution from agent-assisted to automation-first models; establish governance frameworks and platform standards; implement automation and AI-enabled service capabilities; use service metrics to identify improvements and prioritize investments; lead, coach, and develop a high-performing team; navigate technical debt and drive process improvement.
Seniority
Director, strategic leadership & team management