Digital Product Manager, Voice

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, validate assumptions 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 through innovative, 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 to initiatives 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 to validate assumptions 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 providing timely input during development cycles to keep progress on track. Can identify risks 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 while maintaining focus on outcomes 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 of AI technologies (LLMs, GenAI, and Agentic AI) Previous Scrum Master or Project Management experience At SquareTrade you'll have access to: Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA) Up to 4% company match into 401(k) and contributions into your company-sponsored pension $75/month budget to help prioritize your physical wellbeing $80/month stipend to subsidize connectivity costs Mental health resources including free 1:1 therapy, coaching sessions and digital resources Supportive leave policies Flexible Time Off Policy in addition to 9 Company Holidays Tuition reimbursement up to $5,250 per year to further your personal educational advancement desires Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team Various corporate perks and 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/ Allstate generally does not sponsor individuals for employment-based visas for this position. The candidate(s) offered this position will be required to submit to a 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. For jobs in San Francisco, please click “ here ” for information regarding the San Francisco Fair Chance Ordinance. For jobs in Los Angeles, please click “ here ” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance. To view the “EEO Know Your Rights” poster click “ here ”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs. To view the FMLA poster, click “ here ”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint. SquareTrade is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive work environment for all employees. We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status. It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment. Beware of Recruitment Fraud. For more information, please click “ here ”. 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.