Senior Vice President Global B2B Customer Care

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What We'll Bring:

At TransUnion, we strive to build an environment where our associates are in the driver’s seat of their professional development, while having access to help along the way. We encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day.

Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.

What You'll Bring:

• 15+ years of senior leadership experience managing large, multi country B2B service operations and global contact center environments, with demonstrated ownership of operational KPIs and transformational change.  

• Experience driving AI enabled service models, automation, and digital self service solutions, such as chatbot and digital channel implementation.  

• 12+ years leading enterprise level service quality and Voice of Customer programs, including global governance, reporting, and compliance management.  

• Proven ownership of large operational budgets, workforce planning, productivity modeling, and partnership with Finance on forecasting and annual planning.  

• Extensive experience leading large, diverse global teams, with a strong track record of building high performing organizations and inclusive cultures.  

• Exceptional communication, executive presence, and collaboration skills, with the ability to influence across complex, matrixed organizations and external stakeholders. 

Impact You'll Make:

The Senior Vice President, Global B2B Customer Care is a critical executive leadership role responsible for defining and executing the global strategy for B2B customer service and support. This role exists to ensure that TransUnion’s global customer care organization consistently delivers world class customer outcomes, while operating as a strategic growth engine for the enterprise through operational excellence, innovation, and scalable service models.  

Reporting into the Executive Vice President, Global Customer Care & Consumer Servicing Operations, the SVP leads large, multi country, multichannel service operations and is accountable for service quality, productivity, cost management, customer experience, and the evolution of AI enabled and digital service capabilities across the global B2B portfolio.  

Global Operations & Strategic Leadership 

• Own end to end accountability for global B2B customer care operations, ensuring day today service delivery, operational stability, and effective resolution of escalations across all regions.  

• Act as a core member of the Global Care & Servicing Leadership Team and the extended GO leadership team, shaping and executing strategies that drive company profitability and growth, and clearly a