Service Cloud Product Manager
Job description:
Are you interested in managing a multi-channel product portfolio while balancing new capabilities with operational stability? If you're a product leader who can collaborate effectively across engineering, operations, and customer success, we'd like to hear from you.
Thomson Reuters' Customer Experience & Digital (CXD) organization serves thousands of enterprise customers across legal, tax, and compliance domains. Our Service Cloud platform is the backbone of how customers interact with our support, and it's evolving rapidly. As the Service Cloud Product Manager, you'll contribute to product management and strategy for Service Cloud—excluding Agentforce, which is managed separately—including Service Cloud enhancements, Enhanced Chat, Service Cloud Voice, and Omni-Channel capabilities. You'll collaborate with Salesforce, your engineering team, operations leaders, and customer success to help develop a roadmap that improves customer service delivery, increases agent efficiency, and drives adoption.



This role offers the opportunity to impact how thousands of customer interactions happen every day.
Key responsibilities
In this opportunity as a Service Cloud Product Manager, you will:
Define & Execute a Unified Service Cloud Roadmap: Develop a multi-year product strategy across Service Cloud enhancements, Enhanced Chat, Service Cloud Voice, and Omni-Channel. Prioritize capabilities based on customer impact, market trends, operational efficiency, and technical feasibility. This means deciding when to invest in new features vs. stability work, and being able to articulate the rationale behind those decisions. Own the definition of success metrics and ensure every release demonstrates progress toward strategic goals.
Gather, Analyze & Prioritize Customer Feedback: Establish continuous feedback loops through customer advisory councils, interviews, support tickets, and usage analytics. Synthesize feedback from diverse customer seg

📌 Senior Product Manager (Ciudad de México)
🏢 Thomson Reuters
📍 Ciudad de México