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About the Role

Support strategic initiatives that accelerate our roadmap for customer-facing voice experiences. This role will help shape capabilities across the voice channel, including conversational AI, IVR, and broader contact center support experiences that enable agents and customers. You will support the definition, delivery, and lifecycle management of your product, ensuring every effort is tied to measurable business outcomes.

Responsibilities

Support the definition, delivery, and lifecycle management of your product, ensuring every effort is tied to measurable business outcomes.
Serve as a critical bridge between operations, customer experience, third-party engineering teams, vendors, and technology partners.
Work closely with subject matter experts across the business to deeply understand challenges, validate assumptions through product discovery, and translate insights into actionable priorities.
Support and contribute to the strategic product vision, roadmap, and backlog to maximize enterprise and customer value.
Ensure external teams are building toward clearly defined business outcomes.
Partner with internal teams, third-party engineering partners, and vendors to deliver contact center capabilities across SaaS platforms and internally built systems.
Drive execution, keeping teams aligned to scope and outcomes.
Enable best-in-class agent and customer experiences.
Directly influence overall business success through innovative, outcome-based delivery.
Contribute to the evolution of voice channel capabilities, including conversational AI, IVR, and contact center support experiences within a global platform.
Contribute to initiatives that use conversational AI to create faster, more intuitive customer experiences while improving containment, agent efficiency, and overall contact center productivity.
Collaborate with stakeholders, third-party engineering teams, vendors, and senior leaders to align voice capabilities with enterprise growth and strategic priorities.
Play a pivotal role in transforming complex workflows into seamless, intuitive experiences for customers.

Requirements

Have a curious, empathetic and customer obsessed mindset.
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.
Decompose problems into manageable stories to then create and prioritize a clear backlog for the product team.
Support roadmap execution, aligning work with the product vision and providing timely input during development cycles to keep progress on track.
Identify risks and concerns early along with identifying opportunities to deliver value.
Be flexible and adaptable, able to navigate ambiguity within your product and across the organization while maintaining focus on outcomes.
3+ 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.
Experience working with SaaS vendors and platform-based products.
BA/BS Degree.
Exposure to contact center technologies.
Knowledge of AI technologies (LLMs, GenAI, and Agentic AI).
Previous Scrum Master or Project Management experience.

Skills

Conversational AI
IVR
Contact center support experiences
Product discovery
Roadmap execution
SaaS platforms
AI technologies (LLMs, GenAI, and Agentic AI)

Location

Bay Area Office

Work Type

Hybrid

Experience Level

3+ 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).
We consistently win industry awards and have received tens of thousands of 5-star reviews.
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.
Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited.
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.