Senior Product Manager, B2B Service Case Management & Ticketing

Senior Product Manager, B2B Service Case Management & Ticketing

locations

Chicago, Illinois

New York, New York

Reston, Virginia

White Plains, New York

time type

Full time

posted on

Posted Today

job requisition id

19041741

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Team Overview The TruOps Digital Experience team is responsible for modernizing TransUnion’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 simplif