Digital Product Manager

Job Description

At SquareTrade, we help our customers when they need us most. As the market leader in protection plans, we touch the lives of millions of people across the world. Our success comes from 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 My Account platform, enabling seamless, intuitive, and self-service customer experience across onboarding, account management and lifecycle interactions. As a Digital Product Manager, you will define and support the 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, communications, marketing, partner management and technology. 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.

Beyond discovery, you will partner with engineering and global product teams to drive solution design and reimagine the end-to-end experience. In this high-impact role, you'll define desired key results, enable teams to deliver best-in-class customer and customer service agent experiences, and directly influence overall business success through innovative, outcome-based delivery.

What's Great About This Role?

• Shape the future of our customer-facing My Account experience, improving how millions of users interact with their plan and services.
• Drive self-service capabilities that reduce friction, improve customer satisfaction, and lower support costs.
• Work on high-visibility initiatives that impact customer engagement, retention, and overall experience.
• Collaborate with cross-functional partners to transform complex processes into simple, intuitive digital journeys.
• Influence how SquareTrade delivers modern, scalable, and personalized customer experiences.

You're A Great Candidate If You:

• Have a customer-first mindset and are passionate about improving digital user experiences
• Take ownership of outcomes, not just delivery, and proactively drive results aligned to business goals
• 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 proactively 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