TransUnion
Sr. Director, Consumer Servicing Operations
Burlington, Canada · Director
Sponsorship not specified$174k-$230kDetected 30 days ago
LLMsComplianceOperations ManagementProcess ImprovementLeadershipDemand Planning
About the role
- Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.
- Director of Consumer Servicing Operations is responsible for overseeing all aspects of consumer servicing operations, including phone, email, chat/messaging, and data operations.
Responsibilities
- Sr Director, Consumer Operations Support
- Lead and oversee daily operations across multi-channel consumer contact centers (phone, email, chat, data operations) to ensure seamless service delivery and operational efficiency.
- Direct and lead a global, distributed operational footprint ensuring 24/7 service excellence (across both vendor and employee sites).
- Own the strategic delivery model for Canada working with CS Capacity planning and Ops leadership.
- Establish and manage to operational KPIs, service levels, and quality standards to deliver best‑in‑class customer experiences.
- Drive compliance with Canadian and global standards; risk management, regulatory compliance, and audit readiness.
- Drive process optimization, operational rigor, and continuous improvement across the regional operation - this includes initiatives to reduce defects causing consumer contacts, agent efficiency improvements, self service, etc.
- Own and lead the technology transformation roadmap for Canada Consumer Servicing - implementation of the new Global Disputes Platform & Global Service Platform on Salesforce.
- Own the Canada Consumer ops budgetary planning and execution working with Care & Servicing Capacity planning and WFM team, Canada finance and Global Ops finance.
- Partner with Head of Commercial Services Operations to ensure Canada Breach Servicing and other direct revenue related servicing areas deliver to plan.
Requirements
- Strong experience with multiple contact center technologies (Amazon Connect, Live Person, etc).
- Experience working with and implementing modern automation solutions (conversational and generative AI), process/intelligent automation, etc.
- Experience planning and leading ops and/tech transformation initiatives across a distributed team delivering tangible business impact.
Skills
- Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways.
Compensation
- The expected pay range for this position is $174,000 - $230,000 annually.
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This listing is sourced directly from TransUnion's careers page and normalized into a canonical job model.