Staff Product Manager, Post-Checkout Experience

This is a fully remote position, open to applicants in California.

📋 Description

• Take charge of the strategy and priorities for Square’s customer experience following checkout in the food ordering and retail sectors.

• Collaborate with product enhancement initiatives across Square and with external partners.

• Identify discrepancies, resolve conflicting priorities, and guarantee a seamless customer experience.

• Create and outline customer journeys for order tracking and resolution of issues.

• Leverage AI and other tools to streamline and automate repetitive tasks throughout research, analysis, prototyping, development, and launch phases.

• Establish quality standards and assess product concepts and AI-generated outputs against customer scenarios.

• Test hypotheses, offer constructive feedback, and ascertain the appropriate application of AI, automation, and human judgment.

• Develop prototypes, validate them with customers, implement modifications through pull requests, and collaborate with engineers to deploy enhancements.

• Monitor customer feedback and data post-launch.

• Evaluate order-status inquiries, resolution times, customer satisfaction, and repeat purchase rates.

⛳️ Requirements

• A minimum of 6 years of experience in product management.

• Proven track record of delivering customer-facing products at scale.

• Practical experience in utilizing AI to create functional prototypes, automate repetitive tasks, and validate concepts.

• Proficient in using GitHub and other developer tools to implement changes and submit pull requests.

• Strong product judgment paired with experience in consumer products.

• Exceptional taste and craftsmanship, maintaining a high standard for quality.

• Experience in setting product direction and prioritizing tasks effectively.

• Competence in customer research and analytical judgment informed by customer interactions, research, and behavioral data.

• Capability to lead cross-functional teams, mediate conflicts, and deliver results.

• Experience with consumer products, e-commerce, marketplaces, or customer support is advantageous, though not mandatory.

🏝️ Benefits

• Remote work opportunities.

• Medical insurance coverage.

• Flexible time-off policies.

• Retirement savings plans.

• Modern family planning options.

• Reasonable accommodations provided throughout the recruitment process.