Director, Salesforce B2B Service Governance (Salesforce)

Location: Chicago, Illinois, United States; hybrid work with in-person attendance at an assigned TU office at least two days per week.

Salary: $150,100–$225,000 annually, with potential eligibility for an annual bonus and other incentives.

Company

hirify.global provides data, technology, and digital solutions and is modernizing its global operational platform through the TruOps Digital Experience organization.

What you will do

• Define and execute the B2B service platform strategy across Salesforce Service Cloud, Case Management, Experience Cloud, customer portals, partner portals, and related technologies.
• Translate B2B Care and Servicing priorities into scalable roadmaps and measurable improvements in service delivery, customer experience, and cost-to-serve.
• Lead the shift toward automation-first and self-service models by reducing avoidable ticket volume and improving digital support access.
• Govern case management, knowledge management, routing, service-level management, analytics, and portal experiences.
• Use operational metrics, dashboards, and business cases to prioritize investments and improve efficiency, satisfaction, response times, resolution times, throughput, margin, and cycle time.
• Lead, coach, and develop a team of approximately 10 associates while aligning business, product, technology, and operations stakeholders.

Requirements

• 10+ years of experience in Salesforce, CRM, service operations, or comparable call center technology environments.
• Experience leading B2B customer service or servicing transformation initiatives in complex enterprise environments.
• Experience with Salesforce Service Cloud, Salesforce Case Management, or a comparable enterprise service platform.
• Experience with Salesforce Experience Cloud, customer or partner portals, service operations, workflow optimization, reporting, and analytics.
• Experience implementing automation, AI-enabled service capabilities, or digital support technologies.
• Leadership experience covering recruiting, coaching, performance management, stakeholder influence, conflict resolution, and organizational transformation.

Nice to have

• Experience implementing agentic service capabilities in B2B customer service or call center environments.
• Project management and cross-functional delivery leadership experience.
• Change management experience and Salesforce certifications.
• Familiarity with Cresta, FIN, LivePerson, Qualtrics, ITSM frameworks, enterprise data governance, CTI, IVR, chat, surveys, portals, and analytics integrations.

Culture & Benefits

• Medical, dental, vision, HSA, and FSA options from day one.
• 401(k) with employer match, ESPP, financial wellness resources, and career coaching.
• Paid parental leave, adoption and fertility support, caregiver resources, and dependent care benefits.
• Tuition reimbursement, flexible time off, paid holidays, commuter benefits, and paid volunteer time.
• Disability, life, legal, pet, and travel accident coverage, plus 24/7 emotional well-being support.