Service Cloud Release & Training Operations Specialist
Thomson ReutersAre you passionate about collaboration and empowering teams through technology, seamless platform experiences, and training that actually sticks? If you thrive at the intersection of operations, enablement, and innovation, enjoy working in fast-paced environments, and love connecting the dots between a release and the people who use it — you may be an excellent fit for this role!
As a Service Cloud Release & Training Operations Specialist on the Thomson Reuters Salesforce Success Team, you'll support the delivery, adoption, and enablement of Salesforce Service Cloud (GSI) across the organization, partnering with Product, Engineering, Training, and Support teams around the world. You'll help coordinate Service Cloud releases, develop and maintain training content, and provide operational support to agents. You’ll also assist with enabling teams as they migrate to Salesforce GSI.
This role also leverages AI-enabled tools to accelerate release communications, training material creation, and documentation while ensuring quality, accessibility, and consistency. With the eventual migration of LATAM teams to Salesforce GSI, this role will support training enablement and ongoing operational support for LATAM users. Location in Mexico City is preferred to support this work.
About the Role
In this opportunity as a Service Cloud Release & Training Operations Specialist, you will:
- Assist with End-to-End Service Cloud Release Coordination: Support release process tasks, communications, and training readiness – tracking story status in Azure DevOps (ADO) and assisting with User Acceptance Testing (UAT) activities.
- Leverage AI Tools to Accelerate Content Creation: Use AI-enabled tools to draft and enhance release content in ADO stories, release notes, and training materials, ensuring quality, consistency, and accessibility throughout.
- Support Release Communications: Assist with preparation and distribution of release communications via Poppulo, including maintaining distribution lists, and provide hypercare support for large or complex releases to ensure smooth adoption and timely issue resolution.
- Assist with Training Content Development and Maintenance: Help create and update digital learning content using Articulate 360, refresh training PDFs and supporting materials, assist with managing course details in Workday Learning, and review materials for accuracy and accessibility compliance.
- Maintain Process Documentation and Visual Assets: Assist in maintaining process documentation related to Service Cloud Workflows and agent enablement, and support the creation of basic graphics and visual assets for training and communications.
- Support Platform Operations and Reporting: Handle Service Cloud tickets and help resolve agent platform or workflow issues, assist with course completion reporting and training assignments, and communicate release and training updates to the broader training and enablement teams.
- Assist with Team Enablement and Migration Support: Support the migration of teams to Salesforce Service Cloud GSI, with an emphasis on the LATAM region, by assisting with training materials and enablement activities, and provide ongoing training and operational support for users post-migration.
About You
You’re a fit for the role of Service Cloud Release & Training Operations Specialist if you have the following required qualifications:
- Experience supporting Salesforce Service Cloud, training operations, or platform enablement.
- Familiarity with Agile delivery processes, including story tracking and User Acceptance Testing (UAT) support.
- Experience creating or maintaining training content using tools such as Articulate 360 and Workday Learning.
- Strong written communication skills, including the ability to draft clear release communications and training materials.
- Experience using AI-enabled tools for content creation or documentation.
- Strong organizational skills and attention to detail, with the ability to manage multiple workstreams simultaneously.
Additional preferred qualifications include:
- Experience supporting global or regional platform rollouts.
- Knowledge of accessibility standards for digital learning content.
- Experience supporting agent-facing platforms or contact center technologies.
- Bilingual proficiency in Spanish and English.
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What’s in it For You?
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) 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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