Senior Product Manager, B2B Service Customer & Partner Portals

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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 inefficient workflows.
• Partner with the Case Management product owner and cross-functional delivery teams to align portal case management knowledge customer data and service request capabilities across the B2B service lifecycle.
• Establish and monitor KPIs for portal adoption task completion containment deflection customer satisfaction operational efficiency and business impact to inform prioritization and investment recommendations.
• Manage roadmap priorities backlog enrichment sprint planning release readiness stakeholder demos adoption planning and post-release measurement in partnership with Salesforce administrators developers architects UX/design analytics security and delivery teams.
• Ensure portal solutions support customer and partner needs across products segments regions and customer tiers including differentiated service experiences where appropriate.
• Communicate roadmap progress risks dependencies adoption results and business outcomes to stakeholders and leadership in clear outcome-oriented terms.

port processes.

Required Knowledge and Experiences

• 7 years of experience in product management digital experience business process management service operations customer support portal or Salesforce-related roles with experience delivering technology-enabled business outcomes.
• Strong understanding of customer service operations contact center or call center environments customer support workflows partner operations and digital self-service models with the ability to identify which workflows are best suited for automation or portal enablement.
• Demonstrated experience translating business requirements operational challenges customer needs and service pain points into scalable technology solutions that improve process efficiency customer experience and measurable outcomes.
• Experience working in Agile delivery environments including backlog management prioritization user story development acceptance criteria release readiness and post-release measurement.
• Strong analytical problem-solving and process improvement skills with experience using data KPIs customer feedback and operational metrics to define priorities evaluate success and recommend continued improvements.

Required Technical Skills

• Salesforce Experience Cloud Salesforce Service Cloud customer portals partner portals digital service platforms or similar self-service technologies.
• Experience with portal capabilities such as authenticated user experiences digital request intake case visibility status tracking knowledge access customer communications roles and permissions notifications and service analytics.
• Experience with workflow automation knowledge management portal adoption measurement dashboarding and KPI frameworks related to customer service self-service or operational efficiency.
• Ability to partner effectively with technical teams including Salesforce administrators developers architects UX/design resources analytics teams security and delivery teams.
• Familiarity with AI-enabled service solutions or emerging digital service technologies that can improve customer experience automate workflows and modernize service operations.

Were also looking for the preferred skills below. Whether you are proficient or could use some brushing up were happy to support your career development and growth in:

• Experience implementing AI-enabled service capabilities automation or emerging digital service technologies.
• Project management experience including the ability to plan organize and manage work through execution without reliance on a dedicated project manager.
• Change management experience including adoption planning stakeholder communications training and support for new digital capabilities.
• Experience defining quantified business value measuring outcomes and connecting roadmap decisions to customer operational and financial impact.
• Salesforce certifications or experience with adjacent technologies such as customer engagement conversational AI knowledge management analytics or digital adoption platforms.

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Benefits that support every part of your life:

At TransUnion we design benefits to help youfeel well do well and plan wellfrom day one.

For Your Health: Enjoyday-one eligibilityfor medical dental and vision coverage plus supplemental plan options. Spousal domestic partner and other eligible dependent coverage is available on select plans. Choose taxadvantagedHSAandFSAaccounts to make everyday care more affordable.

For Your Protection: Weve got your back withcompanypaid basic life and AD&D optionalvoluntary life and AD&Dfor you and your family andshort and longterm disability. You can also opt into alegal planpet insurance andtravel accident coverage.

For Your Family: Fromadoption assistance and fertility planning coveragetocaregiver support were here for every chapter. AccessDependent Care FSA for possibility of an employer match a andup to 12 weeks of paid parental leavewith eligibility for a thoughtful gradual return.

For Your Future: Build toward whats next with our401(k) with employer matchandEmployee Stock Purchase Plan (ESPP). Tapfinancial wellness resourcescareer coaching and optionallongterm care insuranceto plan confidently.

For You: Grow and recharge withtuition reimbursementflexible time off for exempt employees or paid time off for nonexempt employees up to 12 paid holidays per year commuter benefits employeediscountscharitable gift matching andpaid volunteer time off plus corporate volunteer events that make it easy to give back.

For Your Wellness: Access24/7 supportincluding professionaltherapycoaching and emotional wellbeing programs alongside guided meditation and resources that supportphysical mental social and financial wellness.

We are committed to being a place where diversity is not only present it is embraced. As an equal opportunity employer all qualified applicants will receive consideration for employment without regard to race color religion sex national origin age disability status veteran status genetic information marital status citizenship status sexual orientation gender identity or any other characteristic protected by law. Additionally in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans Readjustment Assistance Act of 1974 TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnions Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting .

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law including the Los Angeles County Fair Chance Ordinance for Employers the San Francisco Fair Chance Ordinance Fair Chance Initiative for Hiring Ordinance and the California Fair Chance Act.

Adherence to Company policies sound judgment and trustworthiness working safely communicating respectfully and safeguarding business operations confidential and proprietary information and the Companys reputation are also essential expectations of this position.

The U.S. base salary range for this position is $112500.00 - $187500 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion actual compensation is based on careful consideration of additional factors such as (but not limited to) an individuals education training work experience job-related skill set location and industry knowledge as well as the scope and responsibilities of the position and market considerations. Regular fulltime non-sales positions may be eligible to participate in TransUnions annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

TransUnion Overview:

At TransUnion we encourage and are committed to creating a real positive impact and shared sense of purpose within our Workforce for Good which empowers our people to grow innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the drivers seat of their professional development while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; thats why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good youll work with great people pioneering products and cutting-edge technology.

TransUnions Internal Job Title:

Advisor Product Management

Company:

TransUnion LLC