Senior Vice President, Global B2B Customer Care

Role Overview

• own end to end accountability for global B2B customer care operations, ensuring day to day 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
• 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
• 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, cost effective service solutions
• partner closely with HR and Finance to execute workforce planning, recruitment, and deployment strategies aligned to budget, demand forecasts, and productivity targets
• 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, company wide people strategies and leadership initiatives as a senior operational executive

Requirements

• 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

Benefits

• 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
• access to TransUnion’s Employee Resource Groups
• spousal, domestic partner, and other eligible dependent coverage on select health and welfare plans