Senior Product Manager

About the role

Thomson Reuters México is seeking a Service Cloud Product Manager for its Customer Experience & Digital (CXD) organization. The organization serves enterprise customers across legal, tax, and compliance domains. Service Cloud is the platform customers use to interact with support.

The role contributes to product management and strategy for Service Cloud, excluding Agentforce, which is managed separately. The portfolio includes Service Cloud enhancements, Enhanced Chat, Service Cloud Voice, and Omni-Channel capabilities. The goal is to improve customer service delivery, increase agent efficiency, and drive adoption.

Responsibilities

• Develop a multi-year product strategy and unified roadmap 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.
• Balance investment in new features with stability work and explain the rationale behind those decisions.
• Define success metrics and ensure releases demonstrate progress toward strategic goals.
• Establish continuous customer feedback loops through advisory councils, interviews, support tickets, and usage analytics.
• Collaborate with Salesforce, engineering, operations leaders, and customer success to develop the roadmap.

Requirements

The listing describes a product leader who can collaborate effectively across engineering, operations, and customer success.

How to apply

Apply directly on CazVid.

Datos clave

• The role contributes to product management and strategy for Service Cloud, excluding Agentforce.
• The portfolio includes Service Cloud enhancements, Enhanced Chat, Service Cloud Voice, and Omni-Channel capabilities.
• The role collaborates with Salesforce, engineering, operations leaders, and customer success.