Staff Product Manager, Post-Checkout Experience

Block; California City (CA); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work

medical insurance

flexible time off

retirement savings plans

modern family planning

Job summary

Square is seeking a Product Manager to own the post-checkout customer experience across food ordering and retail, building customer experiences and seller tools for pickup, delivery, and shipping. You’ll work with design and engineering, turning insights from customers and sellers into trusted, repeatable products that bring customers back for their next purchase.

You’ll spend time with customers, influence product direction, and define what good looks like, using AI tools to streamline

Qualifications

• 6+ years of product management experience.
• Hands-on building with AI.
• Experience shipping customer-facing products at scale.
• Strong customer research and analytical judgment.
• Able to move forward with ambiguous data and guide decisions.
• Experience with consumer products, ecommerce, marketplaces, or customer support is a plus.

Responsibilities

• Own the post-checkout customer experience for food ordering and retail across Square.
• Define the direction for customer journeys from order to arrival and help when issues arise.
• Collaborate with design and engineering to shape key customer experiences.
• Use AI tools to connect and automate repeatable work across research, prototyping, development, and launch.
• Set quality bar and evaluate ideas against real customer scenarios.
• Prototype and ship improvements with involvement in end-to-end delivery.

Skills

Product strategy

Cross-functional leadership

AI integration

Customer research

Job description

After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff.

Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time.

We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Ordering directly from a restaurant or retail shop should be intuitive and feel dependable.

Customers should know where their order is, hear about and easily follow updates, and get help quickly when something goes wrong.

We’re hiring a Product Manager to own that experience at Square, across food ordering and retail ecommerce.

You’ll build customer experiences and seller tools for pickup, delivery, and shipping, helping businesses earn trust and bring customers back.

The problems are concrete: You’ll own the experience from the moment an order is placed through its arrival and any help needed afterward.

You’ll spend time with customers and sellers, work closely with design and engineering, and turn those insights into products that customers trust and repeatedly come back to for their next purchase.

Set the direction for Square’s post-checkout customer experience across food ordering and retail.

Use customer needs and business goals to decide which problems matter most, where to invest, and what can wait.

At Block, engineers and people across teams also lead individual product improvements.

You will connect those efforts across Square and external partners, spot gaps, resolve competing priorities, and make sure the pieces form a clear, consistent customer experience as more people prototype and ship.

Design and define user experiences .

Work closely with design and engineering to shape key customer journeys, from tracking an order to getting help when something goes wrong.

Bring personal taste and attention to detail to the flows, interactions, and communications that build trust.

Help the team scale through automation .

Use AI and other tools to connect and automate repeatable work across customer research, analysis, prototyping, product development, and launch.

Set the quality bar and guide important decisions .

Define what good looks like and evaluate product ideas and AI-generated work against real customer scenarios.

Prototype and ship improvements yourself .

Use AI tools to turn ideas into working prototypes, test them with customers and learn quickly.

Use GitHub and other developer tools to contribute changes through pull requests and work with engineers to ship improvements to production.

Follow work through launch and use customer feedback and data to guide improvements.

Measure whether customers feel informed, get problems resolved quickly, and choose to order again, using signals like order-status inquiries, resolution time, satisfaction, and repeat purchases.

6+ years of product management experience.

You’ve shipped customer-facing products at scale that make complicated things feel simple. You can explain your decisions and what you learned from customer behavior.

Hands‑on building with AI.

You work closely with design and bring personal taste and a high bar for quality.

Customer research and analytical judgment.

You use customer conversations, research, and behavioral data to guide decisions.

You’re comfortable moving forward when the problem is ambiguous or the data is incomplete.

You bring people together around a clear direction, resolve disagreements, and get work shipped.

Experience with consumer products, ecommerce, marketplaces, or customer support is a plus, but not required.

You’re curious about how businesses operate and what makes customers trust them.

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace.

We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process.

Use of AI in Our Hiring Process

We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want.

• Remote work
• medical insurance
• flexible time off
• retirement savings plans
• modern family planning

Each of our brands unlocks different aspects of the economy for more people.

Square makes commerce and financial services accessible to sellers.

Cash App is the easy way to spend, send, and store money.

Afterpay is transforming the way customers manage their spending over time.

TIDAL is a music platform that empowers artists to thrive as entrepreneurs.

Together, we’re helping build a financial system that is open to everyone.