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—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 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're a fit for 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.