Senior Vice President Global B2B Customer Care

TransUnion's Job Applicant Privacy Notice Personal Information We Collect Your Privacy Choices 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 worldclass 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 articulating the role Customer Care plays in achieving these outcomes.   Drive performance against agreed operational KPIs, including revenue enablement, cost control, service quality, efficiency, and customer retention.   Lead the delivery of business critical transformation programs and cross enterprise initiatives that modernize service models and operating practices.   Serve as an executive ambassador for the company with customers, partners, and internal stakeholders, representing TransUnion with credibility, maturity, and strong executive presence.     Service Quality, Voice of Customer & Governance  Establish and maintain global standards for customer service quality, ensuring consistent delivery aligned to contractual, regulatory, and internal requirements.   Ensure robust global resource planning and capacity management, working with the Global Capacity Planning and WFM team, to support service demand while maintaining productivity and quality benchmarks.   Govern operational processes to ensure alignment with best practices, statutory obligations, and regulatory expectations across all operating regions.   Proactively identify skills gaps, performance risks, and quality issues, implementing corrective actions early to protect customer experience and operational integrity.   Own executive level management information, including global scorecards, dashboards, and reporting on service performance, quality, staffing, and cost.     Cost Management, Productivity & Financial Stewardship  Contribute directly to enterprise profitability by enforcing strong financial discipline and cost controls across global B2B customer care operations.   Drive productivity improvement by identifying inefficiencies, eliminating unnecessary spend, and implementing scalable, costeffective service solutions.   Partner closely with HR and Finance to execute workforce planning, recruitment, and deployment strategies aligned to budget, demand forecasts, and productivity targets.     People Leadership & Culture  Lead and inspire large, globally distributed teams, reinforcing a high performance culture that balances customer obsession, accountability, and inclusivity.    Partner with HR to ensure consistent application of employment practices, performance management standards, and professional conduct across all regions.   Develop leadership depth and succession by investing in coaching, development, career pathing, and internal mobility opportunities.   Maintain open communication channels across the organization, encouraging innovation, feedback, and continuous improvement at all levels.   Contribute to broader, companywide people strategies and leadership initiatives as a senior operational executive.   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 Company’s reputation are also essential expectations of this position. 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. Benefits: TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion’s Employee Resource Groups. Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans. 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 TransUnion’s 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 ERCoE@transunion.com. Pay Scale Information : The U.S. base salary range for this position is $225,800.00 - $474,300.00 *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 individual’s 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 TransUnion’s 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's Internal Job Title: SVP, Customer Support Operations Company: TLO