Staff Product Manager, Post-Checkout Experience

Block•Bay Area, CA, United States of America, CA

5d•$168,300 - $297,000•Remote

About The Position

Square is seeking a Product Manager to own the post-checkout experience for food ordering and retail e-commerce. This role involves building customer experiences and seller tools for pickup, delivery, and shipping, with the goal of fostering customer trust and repeat business. The Product Manager will address concrete problems such as order tracking, handling delivery issues, and streamlining refunds. The ideal candidate will have strong product sense, a focus on simplification and detail, and a commitment to understanding customer and seller needs to create trusted products.

Requirements

6+ years of product management experience.
Shipped customer-facing products at scale that simplify complex processes.
Hands-on experience building with AI, including creating prototypes, automating work, and testing ideas.
Proficiency with GitHub and other developer tools for making changes and submitting pull requests.
Demonstrated taste and craft in working with design, with a high bar for quality and attention to detail.
Experience setting product direction and translating it into clear priorities, making thoughtful tradeoffs.
Ability to use customer conversations, research, and behavioral data to guide decisions, even with ambiguous problems or incomplete data.
Experience leading teams, bringing people together around a clear direction, resolving disagreements, and shipping work.
Curiosity about how businesses operate and what makes customers trust them.

Nice To Haves

Experience with consumer products, e-commerce, marketplaces, or customer support.

Responsibilities

Own the strategy and priorities for Square’s post-checkout customer experience across food ordering and retail.
Connect and align individual product improvements across Square, external partners, and other teams to ensure a consistent customer experience.
Design and define key customer journeys, including order tracking and customer support, in collaboration with design and engineering.
Leverage AI and other tools to scale team processes in customer research, analysis, prototyping, product development, and launch.
Set quality standards and guide product decisions, evaluating ideas against customer scenarios and determining the appropriate use of AI versus human judgment.
Prototype and ship improvements using AI tools, testing with customers and contributing changes through pull requests.
Own post-launch outcomes, using customer feedback and data to guide improvements and measure customer satisfaction, issue resolution, and repeat purchases.