Sr. Product Manager, Self Service, Restaurants

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.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality through Afterpay, 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 restaurant industry is at an inflection point where technology is becoming more important than ever in shaping a restaurant’s success. The Square for Restaurants team is helping food and beverage sellers build and grow smart businesses that can adapt to evolving diner demands, all while maintaining a sense of hospitality. The team builds and maintains a number of tools for these sellers within the Block ecosystem: the Restaurants Point of Sale (POS), the Kitchen Display System (KDS), Order Management, and Back Office reporting tools. We also partner closely with other product teams across Square and Block to bring value to food and beverage sellers by integrating our customer engagement (e.g. Loyalty, Gift Cards), first party hardware, labor management, and banking products into our solutions. 

This position on the Restaurants team will focus on leveraging technology to help solve the challenges that F&B operators face – such as rising costs, staff turnover, and meeting diner expectations for ordering and availability – by bringing to market self service and diner management products that save operators money, improve efficiency, and boost guest satisfaction. 

To be successful in this role, the ideal candidate must be able to transform a deep empathy of a restaurant's needs and pains into elegant software, to think tactically and strategically, to collaborate extensively with cross-functional partners both internal and outside of Square, and to drive methodical execution. You must also be able to drive ambitious product growth metrics and own the details of the solution from deep in the stack through the end user experience. 

To accomplish this you will work with our leadership team and your cross functional partners to deliver on the high potential of our products and capture more of our target market.  

If you’re looking to work at a high-growth company, drive impact on widely used products and change the way the restaurant industry works on a global scale, you will find this role compelling, challenging, and rewarding. 

You will:

• Work closely with restaurant owners, managers, and staff to deeply understand their needs, what keeps them up at night and how they run their business and serve their diners.
• Direct and utilize user research, data analysis, and qualitative feedback to identify high-priority seller and business opportunity areas to improve
• Build a strategy and roadmap for self service ordering products, such as Kiosk and Online Ordering, and customer retention products, such as Loyalty and Gift Cards, within the broader Square for Restaurants product portfolio
• Lead the planning, scoping, and prioritization of projects to execute on your roadmap 
• Determine features and write product specs 
• Partner closely with engineering, design, data science, and product marketing to define a vision for your team and inform the vision with industry and technology trends
• Manage 3rd party integrations with waitlist and reservations partners 
• Evangelize the importance of customer data in the point of sale, working with other teams to ensure customer data collection products are optimized for sellers
• Own key performance indicators (KPIs) of your product’s adoption and performance and work to develop a measurement feedback loop into the roadmap to continuously improve
• Influence key stakeholders throughout Block in order to align intent, resources, and prioritization to support your roadmap
• Operate cross-functionally and bui