Product Lead, Customer Engagement

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. 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.

To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, 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. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

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. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

The Square Customer Engagement product team is focused on building the tools that help Square sellers acquire and retain their customers and drive more sales. Consumers have more choice than ever before on where, when, and how to shop, and have come to expect convenience, choice and control. Sellers are hustling to differentiate themselves and compete for these customers, but don’t always have the time, tools, or know-how to deliver on this in a meaningful way. Every part of the customer experience deeply matters, and having the ability to deliver cohesive, personalized experiences across all channels and touchpoints is key to our sellers’ success. That’s where the Customer Engagement team comes in – we’ve launched popular products like Square Loyalty, Square Marketing, and Square Gift Cards to help sellers of all types and sizes in this journey, and we’re just getting started.

As the Product lead of the Customer Engagement area, you will be part of the leadership team that drives the strategy and evolution of this growing product suite and business for Square. You will directly lead a group of accomplished product managers and partner with a broad group of cross-functional partners across a portfolio of products. You’ll bring strong product management and business leadership to the team, as well as a consistent track record of success in fast-growing organizations. If you’re looking to change the way small businesses operate and drive impact at a high-growth company, you will find this role compelling, challenging, and rewarding.

You Will

• Develop innovative and industry-leading products across desktop, mobile, and native platforms that uniquely serve Square’s customers.
• Lead and coach a diverse team of strong product managers and help them do their best work across a wide range of product and operations initiatives.
• Work with your direct PM team, as well as cross-functionally with Design, Engineering, Product Marketing, and Data Science, to set the vision for our Customer Engagement suite of products.
• Lead your team in defining and executing on a set of product strategies to reach the Customer Engagement vision.
• Help shape our product development process as we continue to grow.
• Foster an environment that enables the team to execute quickly while maintaining a high standard for quality.
• Operate cross-functionally and build strong partnerships with product and business teams across the company in delivering excellent products and services.
• Influence key stakeholders throughout Square in order to align intent, resources, and prioritization.

Qualifications

• 8+ years of product management experience, and direct people management experience.
• A collaborative approach: You have a track record of building consensus and delivering results with cross-functional partners.
• Vision: You’ve formed, gained buy-in, and driven key strategies shaping the multi-year direction of your team.
• Results: You have a proven track record of shipping simple, elegant products at scale.
• Efficiency: You have excellent organization and prioritization skills.
• Analytical skills: You have a great ability to absorb and apply data to your decision making.
• Execution: You’re scrappy, solution-oriented, and able to help the team push through obstacles and blockers to deliver value for our customers. Able to push through obstacl