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About the Role

Drive key initiatives that accelerate the CRM and Agent Experience roadmap. This role is critical to enabling successful partner launches and ensuring customer service agents are equipped to efficiently support customer interactions. You will own the definition, delivery, and outcomes of CRM capabilities, ensuring every initiative is tied to measurable business impact.

Responsibilities

• Own the definition, delivery, and outcomes of CRM capabilities within your product area.
• Ensure every initiative is tied to measurable business impact, including improved agent efficiency, reduced handle time, and enhanced service quality.
• Contribute to and help shape the product vision.
• Own the execution of the roadmap and backlog for CRM and agent-facing capabilities.
• Contribute to the evolution of agent experiences through AI-driven capabilities, enabling smarter workflows, assisted decision-making, and increased automation.
• Partner with engineering and global product teams to deliver solutions across both SaaS platforms and internally built systems.
• Be accountable for delivering measurable results, enabling teams to build best-in-class agent experiences, and directly influencing overall business success through outcome-based delivery.

Requirements

• Have a curious, empathetic and customer obsessed mindset.
• Take ownership of outcomes, not just delivery, and proactively drive results aligned to business goals.
• Communicate clearly and build trust by fostering strong relationships with stakeholders and ensuring alignment through transparent updates and collaboration.
• Use data to guide decisions, leveraging KPIs, customer feedback, and insights to support prioritization and influence product direction within the team.
• Engage in discovery and test-and-learn activities to validate assumptions and guide product direction.
• Can decompose problems into manageable stories to then create and prioritize a clear backlog for the product team.
• Can support roadmap execution, aligning work with the product vision and providing timely input during development cycles to keep progress on track.
• Can identify risks and concerns early along with identifying opportunities to deliver value.
• Are flexible and adaptable, able to navigate ambiguity within your product and across the organization while maintaining focus on outcomes.
• Have experience working with SaaS platforms and understand the tradeoffs between vendor solutions and homegrown systems, including ongoing maintenance and evolution.
• 4+ years of experience as a product manager within a technology development environment.
• Experience driving measurable business or product outcomes and breaking down work into iterative and incremental delivery to achieve those outcomes.
• Familiarity with CRM systems and/or customer service agent facing tools.
• The candidate(s) offered this position will be required to submit to a background investigation.

Skills

• CRM capabilities
• Agent Experience roadmap
• Product discovery
• AI-driven capabilities
• SaaS platforms
• Scrum Master or Project Management experience

Location

• Bay Area Office

Work Type

• Hybrid

Experience Level

• 4+ years of experience as a product manager

Education Level

• BA/BS Degree

Salary/Compensations

• $145K - 170K

Benefits

• Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)
• Up to 4% company match into 401(k) and contributions into your company-sponsored pension
• $75/month budget to help prioritize your physical wellbeing
• $80/month stipend to subsidize connectivity costs
• Mental health resources including free 1:1 therapy, coaching sessions and digital resources
• Supportive leave policies
• Flexible Time Off Policy in addition to 9 Company Holidays
• Tuition reimbursement up to $5,250 per year
• Various corporate perks and discounts

About the Company

• SquareTrade is the fastest growing company of its kind, revolutionizing a $30b industry with service innovation and attention to customer satisfaction.
• We partner with some of the largest, most sophisticated retailers and carriers in the world (Amazon, Walmart, The Home Depot to name a few).
• A member of the Allstate family, SquareTrade has headquarters in San Francisco and London.
• We are currently expanding in Europe and Asia Pacific, including Japan and Australia.
• At SquareTrade, Inc. d/b/a Allstate Protection Plans (“Allstate Protection Plans”), we help our customers when they need us most.
• As the market leader of protection plans, we touch the lives of millions of people across the world.
• Our success is due to our focus on delivering great service to our customers through a modern, digital platform.

Equal Opportunity

• SquareTrade is proud to be an Equal Employment Opportunity employer.
• We are committed to creating an inclusive work environment for all employees.
• We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status.
• It is the Company’s policy to employ the best qualified individuals available for all jobs.
• This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.