Senior Product Manager, B2B Case Management

Salary: $62,500 - 209,000 per year Requirements:

• We are looking for 7+ years of experience in product management, business process management, service operations, call center operations, client support, customer success, or a related Salesforce-based service environment, with a proven ability to translate business needs into scalable technology solutions.
• We need a strong understanding of customer service processes, case management, ticketing workflows, service operations, and call center environments, along with the ability to assess current-state processes, identify root causes, and design future-state workflows that improve outcomes.
• We value demonstrated experience leading process improvement, transformation, or modernization initiatives, with the ability to move beyond minor fixes and create solutions that simplify, standardize, and elevate service delivery.
• We expect experience working in Agile delivery environments, including backlog management, sprint planning, user story development, acceptance criteria, prioritization, and partnership with technical delivery teams during implementation.
• We look for a KPI-driven mindset with experience using operational metrics, dashboards, reporting, or business outcome measures to assess performance, prioritize work, define success, and communicate value to stakeholders.
• We require Salesforce Service Cloud or comparable case management, ticketing, or contact center platform experience, with the ability to understand platform capabilities and collaborate with technical teams to deliver business solutions.
• We need experience designing or enhancing case management capabilities, including routing, classification, queues, escalations, SLA management, workload balancing, resolution workflows, and customer communications.
• We look for experience with workflow automation, service process optimization, and technology-enabled operational improvement, including the ability to identify where automation can reduce friction and improve service outcomes.
• We require strong analytical skills with experience using operational data, reporting, dashboards, and KPIs to identify trends, assess business impact, and support prioritization decisions.
• We need the ability to work effectively with Salesforce administrators, developers, architects, analytics partners, and business stakeholders to turn requirements into practical, scalable platform solutions.
• Preferred: experience implementing AI-enabled service solutions, automation tools, or modern customer support technologies that improve agent productivity, self-service capabilities, or service resolution outcomes.
• Preferred: project management experience, including the ability to plan work, manage priorities, drive execution, and move initiatives forward in a fast-paced environment.
• Preferred: change management experience, especially in settings where new processes, technologies, or workflows must be adopted by service teams and operational stakeholders.
• Preferred: Salesforce certifications or related platform credentials that demonstrate deeper knowledge of Salesforce Service Cloud, service operations, or platform capabilities.
• Preferred: strong collaboration and influence skills, with the ability to work across Product, Technology, Care and Servicing, Analytics, Client Success, Sales Support, and operational leadership to align priorities and deliver measurable outcomes.

• We partner with the B2B Service Director to define and execute the platform strategy for case management and ticketing, aligning Salesforce Service Cloud capabilities with business priorities, service operations goals, and enterprise transformation objectives.
• We 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.
• We work with B2B Care and Servicing leaders to understand current servicing practices, uncover sources of operational friction, and design scalable solutions that simplify processes, reduce unnecessary tickets, improve resolution quality, and strengthen business outcomes.
• We drive process improvement and transformation initiatives that improve first-contact resolution, reduce handling time, strengthen SLA performance, boost associate productivity, and increase customer satisfaction across B2B service workflows.
• We lead efforts to modernize agent workflows through automation, AI-enabled capabilities, and workflow simplification, focusing on solving root causes rather than automating inefficient or inconsistent processes.
• We partner with the Customer and Partner Portal product peer to align case management, automation, and self-service strategies, supporting the shift of suitable service processes from standard case handling into customer-facing self-service experiences.
• We design solutions that support multiple products, customer segments, and service processes, including automation and self-service experiences tailored by customer tier to enable differentiated service experiences.
• We 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.
• We use operational data, KPI trends, dashboards, and business metrics to evaluate performance, prioritize investments, recommend improvements, and communicate roadmap progress, risks, outcomes, and business impact to stakeholders and leaders.
• We support change adoption by partnering with operational leaders, end users, and change management partners to gather feedback, review workflows, improve associate experiences, and ensure new capabilities are scalable, compliant, and aligned with enterprise standards.

• AI
• Cloud
• Support
• Salesforce

More:

We are a hybrid team within TransUnions TruOps Digital Experience organization, focused on modernizing our global operational platforms and creating more efficient, scalable, customer-focused service experiences. This role sits on our B2B Service team and supports the modernization of case management and ticketing capabilities across Salesforce, contributing to one of Global Operations top transformation priorities. You will collaborate with B2B Care and Servicing, Product, Technology, Analytics, Client Success, Sales Support, and other operational leaders to improve how service work is managed, automated, measured, and delivered across products, segments, and customer tiers. We also offer a broad benefits package that supports your health, protection, family, future, personal growth, and overall wellness from day one, including medical, dental, and vision coverage, retirement savings support, paid time off, tuition reimbursement, and wellness resources.

last updated 40 week of 2026