Senior Product Manager

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-excludingAgentforce, 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. stabilitywork, andbeing 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 segments into clear product requirements. Create a prioritized product backlog that reflects customer needs and business priorities.

• Lead Cross-Channel Product Development:Manage the lifecycle of features across Service Cloud Voice, Enhanced Chat, and Omni-Channel-from ideation through launch. Coordinate with engineering teams to define scope, timelines, and technical requirements. Ensure consistency in user experience across channels while allowing for channel-specific optimization. Partner with Salesforce on cloud platform dependencies, API integrations, and joint roadmap planning.

• Triage & Resolve Critical Issues:Identify and prioritize bugs and blockers that affect agents and customers. Work with engineering to understand root causes and drive toward resolution. Balance reactive firefighting with strategic planning-both are important parts of the role.

• Drive Product Adoption & Measure Impact:Establish baseline metrics (adoption rates, feature usage, customer satisfaction, agent productivity) and create dashboards that track progress. Work with operations and customer success teams to identify adoption barriers. Develop strategies for new features that drive awareness and usage.

• Stay Current with Market & Competitive Landscape:Monitor market trends and emerging customer service technologies. Understand competitive offerings and how Thomson Reuters' Service Cloud compares. Identify capability gaps and efficiency opportunities that could enhance our competitive position.

• Communicate Product Strategy & Drive Alignment:Present roadmap updates, recommendations, and performance insights to leadership and cross-functional stakeholders. Build alignment across the organization around product priorities. Create clear narratives for customers and partners about why Service Cloud matters.

Required qualificaions

You'rea fitfor this role if you have the following required qualifications:

• 3-5 years of product management experience, ideally including 1-2 years managing enterprise SaaS platforms or customer service/contact center software. Prior experience with multi-channel or omni-channel products is a plus.

• Working knowledge of Salesforce Service Cloud, Salesforce Commerce Cloud, or similar enterprise CRM platforms. Ability to understand Service Cloud architecture, configuration, and customization.

• Demonstrated success managing multi-feature product portfolios with multiple stakeholders. Ability to balance strategic vision with tactical execution and manage trade-offs across competing priorities.

• Comfort navigating technical complexity. You should be able to understand system architecture, integration constraints, and have productive conversations with engineering teams about tradeoffs.

• Strong collaboration skills with ability to work effectively across engineering, operations, customer success, and sales. Experience working in matrix organizations and building consensus without direct authority.

• Customer-focused mindset with ability to gather, synthesize, and act on customer feedback. Experience with customer research and Voice of Customer programs.

• Bias toward action. You're comfortable making decisions with incomplete information, prioritizing based on 80% of the data, and iterating based on real-world usage.

• Data-driven approach to decision-making. Experience defining success metrics, interpreting analytics, and using data to inform roadmap priorities. Familiarity with product analytics and contact center metrics (FCR, AHT, CSAT, adoption rates).

• Strong communication skills. Ability to articulate product strategy to technical and non-technical audiences. Experience presenting to customers and creating clear external narratives.

Preferred Qualifications

• Experience managing voice, chat, or omni-channel customer service products, or familiarity with Genesys, NICE, or similar contact center platforms.

• Background in customer service operations or contact center management, including understanding of agent workflows and operational metrics.

• Experience managing vendor relationships and third-party platform dependencies.

• Exposure to AI/ML capabilities in customer service (chatbots, virtual agents, copilots) and designing products that balance automation with human judgment.

• MBA or equivalent advanced business education.

What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on thomsonreuters.com