Business Operations and Planning

Service Cloud Release & Training Operations Specialist Are 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 ... (truncated, view full listing at source)