Digital Product Manager, Voice

SquareTrade; San Francisco (CA); Hybrid; USD 145,000 - 170,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Company 401(k) match

Wellness stipend

Connectivity stipend

Mental health resources

Tuition reimbursement

Hybrid work arrangements

Corporate perks and discounts

Job summary

SquareTrade is seeking an experienced Digital Product Manager to advance our customer-facing voice experiences, including conversational AI and IVR. You will drive the product lifecycle, partner with operations, CX, and vendors, and align initiatives with measurable business outcomes.

This role is hybrid, based in the Bay Area, and reports to the Product Team. You will influence the roadmap and backlog across SaaS and in-house systems to enhance agent and customer experiences.

Qualifications

• 3+ years of product management experience in a technology development environment.
• Experience driving measurable business or product outcomes and breaking down work into iterative and incremental delivery.
• Experience working with SaaS vendors and platform-based products.
• BA/BS Degree

Responsibilities

• Support strategic initiatives that accelerate the roadmap for customer-facing voice experiences, shaping capabilities across the voice channel (conversational AI, IVR, and contact center support).
• Define, deliver, and lifecycle manage the product ensuring outcomes are tied to measurable business value.
• Bridge between operations, CX, third-party engineering, vendors, and technology partners to translate insights into actionable priorities and backlog.
• Collaborate with internal teams, third-party engineering partners, and vendors to deliver contact center capabilities across SaaS platforms and internally built systems.
• Drive execution with cross-functional teams to align scope with outcomes and enable best-in-class agent and customer experiences.

Skills

Product management

SaaS experience

Data-driven decisions

Stakeholder collaboration

Education

BA/BS Degree

Job description

SquareTrade is the fastest growing company of its kind. We’re 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), consistently win industry awards, have received tens of thousands of 5-star reviews… and we’re just getting started. 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.

Job Description

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.

We are looking for an experienced Digital Product Manager to 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. As a Digital Product Manager, you will support the definition, delivery, and lifecycle management of your product, ensuring every effort is tied to measurable business outcomes.

This role serves as a critical bridge between operations, customer experience, third-party engineering teams, vendors, and technology partners. You will work closely with subject matter experts across the business to deeply understand challenges,validateassumptions through product discovery, and translate insights into actionable priorities. You will support and contribute to the strategic product vision, roadmap, and backlog to maximize enterprise and customer value while ensuring external teams are building toward clearly defined business outcomes.

You will partner with internal teams, third-party engineering partners, and vendors to deliver contact center capabilities across SaaS platforms and internally built systems. In this high-impact role, you will be accountable for driving execution, keeping teams aligned to scope and outcomes, enabling best-in-class agent and customer experiences, and directly influencing overall business success throughinnovative,outcome-based delivery.

What’s Great About This Role?

• Contribute to the evolution of voice channel capabilities, including conversational AI, IVR, and contact center support experiences within a global platform
• Contribute toinitiatives 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 when needed to align voice capabilities with enterprise growth and strategic priorities
• Play a pivotal role in transforming complex workflows into seamless, intuitive experiences for customers

You're A Great Candidate If You:

• 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 tovalidateassumptions 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 providingtimelyinput during development cycles to keep progress on track.
• Canidentifyrisks 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 whilemaintainingfocus on outcomes

Qualifications

• 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

Nice to Have:

• Exposure to contact center technologies
• Knowledge ofAI technologies (LLMs, GenAI, and Agentic AI)
• PreviousScrum Master or Project Management experience

Additional Information

At SquareTradeyou'llhave access to:

• Medical, dental and vision coverage with network optionalityand theabilityto contribute to a savings account (HSA or FSA)
• Up to 4% company match into 401(k) and contributions into your company-sponsored pension
• $75/monthbudgetto help prioritize yourphysical wellbeing
• $80/monthstipend to subsidizeconnectivitycosts
• Mental healthresourcesincludingfree1:1 therapy, coachingsessionsand digital resources
• Supportive leave policies
• FlexibleTime OffPolicyinadditionto 9 Company Holidays
• Tuition reimbursementup to $5,250 per yeartofurther your personal educational advancement desires
• Hybrid work arrangements with regular investment in gatherings/offsitesto spend timetogether as team
• Various corporateperksand discounts

This role is a hybrid role associated with our Bay Area Office.

SquareTrade estimates the possible base compensation for this role, if hired in the San Francisco Bay Area, California, to be in the range :$145K - 170K

SquareTrade/ Allstategenerally doesnot sponsor individuals for employment-based visas for this position.

The candidate(s) offered this position will berequiredtosubmit toa background investigation.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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