Senior Product Manager, B2B Service Customer & Partner Portals

Senior Product Manager, B2B Service Customer & Partner Portals

Team Overview The B2B Service team is responsible for modernizing the digital service experience for customers, partners, and internal servicing teams through scalable portal capabilities, self-service workflows, automation, and AI-enabled solutions. This role sits within the broader TruOps Digital Experience organization and supports Global Operations priorities to transform how B2B service is delivered across products, segments, and partner channels.

This individual contributor role will report to Director of Salesforce B2B Service Governance and will partner closely with Care and Servicing, Sales Support, Product, Client Success, Technology, Analytics, and partner-facing teams to define and deliver portal experiences that reduce service friction, improve transparency, increase self-service adoption, and drive measurable business outcomes.

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

• Define and own the vision, strategy, and roadmap for B2B customer and partner portal capabilities, with a focus on Salesforce

Experience

• Cloud, digital self-service, automation, and AI-enabled service opportunities.
• Partner with service and operational leaders to understand current service volumes, customer pain points, adoption barriers, process gaps, and opportunities to shift appropriate workflows from assisted service to self-service.
• Translate business needs, customer journeys, and service pain points into scalable portal capabilities, user stories, acceptance criteria, prioritized backlogs, and measurable delivery outcomes.
• Identify where self-service, automation, and AI can improve customer and partner workflows, while distinguishing between use cases that should be digitized and those that require human support or higher-touch service models.
• Lead efforts to standardize, streamline, and improve service processes before automation, ensuring solutions address root causes rather than creating incremental fixes or automating inefficien