Digital Product Manager

SquareTrade • Chicago, TX

2d • Hybrid

About The Position

SquareTrade is seeking an experienced Digital Product Manager to support strategic initiatives for its My Account platform. The role focuses on enabling seamless, intuitive self-service customer experiences across onboarding, account management, and lifecycle interactions. The Digital Product Manager defines and supports product delivery and lifecycle management, connecting product efforts to measurable business outcomes.

The role bridges operations, customer experience, communications, marketing, partner management, and technology. The manager works with subject matter experts to understand challenges, validate assumptions through discovery, and turn insights into priorities. They contribute to product vision, roadmap, and backlog, and partner with engineering and global product teams on solution design and end-to-end experiences. The position defines desired key results and helps teams deliver strong customer and customer service agent experiences through outcome-based delivery.

The role offers the opportunity to improve the My Account experience for millions of users, expand self-service capabilities, reduce friction and support costs, and influence customer engagement, retention, and satisfaction. The position is hybrid, with regular team gatherings and offsites.

Requirements

• At least 3 years of experience as a product manager within a technology development environment.
• Experience driving measurable business or product outcomes and breaking work into iterative and incremental delivery to achieve those outcomes.
• Bachelor of Arts or Bachelor of Science degree.
• Customer-first mindset and passion for improving digital user experiences.
• Ability to take ownership of outcomes and drive results aligned with business goals.
• Clear communication and ability to build stakeholder trust and alignment through transparent updates and collaboration.
• Ability to use data, KPIs, customer feedback, and insights to support prioritization and influence product direction.
• Experience engaging in discovery and test-and-learn activities to validate assumptions.
• Ability to decompose problems into manageable stories and create and prioritize a product backlog.
• Ability to support roadmap execution and provide timely development-cycle input.
• Ability to identify risks, concerns, and opportunities proactively.
• Flexibility and adaptability when navigating ambiguity while maintaining focus on outcomes.

Nice To Haves

• Experience with customer account platforms, self-service tools, or customer portals.
• Previous Scrum Master or Project Management experience.
• Knowledge of AI technologies, including LLMs, GenAI, and Agentic AI.

Responsibilities

• Support strategic initiatives that accelerate the My Account platform roadmap.
• Define and support product delivery and lifecycle management, tying efforts to measurable business outcomes.
• Collaborate across operations, customer experience, communications, marketing, partner management, and technology.
• Work with subject matter experts to understand challenges and validate assumptions through product discovery.
• Contribute to product vision, roadmap, and backlog to maximize enterprise and customer value.
• Partner with engineering and global product teams on solution design and end-to-end customer experiences.
• Define desired key results and enable teams to deliver customer and customer service agent experiences.
• Use KPIs, customer feedback, and insights to guide decisions, prioritization, and product direction.
• Break down problems into manageable stories and create and prioritize a clear backlog.
• Support roadmap execution and provide timely input during development cycles.
• Identify risks, concerns, and opportunities to deliver value early.
• Drive self-service capabilities intended to reduce friction, improve customer satisfaction, and lower support costs.

Benefits

• Medical, dental, and vision coverage with network options and the ability to contribute to an HSA or FSA.
• Up to 4% company match into a 401(k) and contributions into a company-sponsored pension.
• $75 per month budget for physical wellbeing.
• $80 per month stipend to subsidize connectivity costs.
• Mental health resources, including free one-to-one therapy, coaching sessions, and digital resources.
• Supportive leave policies.
• Flexible Time Off Policy and 9 company holidays.
• Tuition reimbursement up to $5,250 per year.
• Hybrid work arrangements and regular team gatherings and offsites.
• Corporate perks and discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level