Digital Product Manager, CRM

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 drive key initiatives that accelerate our CRM and Agent Experience roadmap. The product area is critical to enabling successful partner launches as well as ensuring our customer service agents are equipped to efficiently support customer interactions.

As a Digital Product Manager, you will own the definition, delivery, and outcomes of CRM capabilities within your product area, ensuring every initiative is tied to measurable business impact, including improved agent efficiency, reduced handle time, and enhanced service quality. You will contribute to and help shape the product vision, while owning the execution of the roadmap and backlog for CRM and agent-facing capabilities within your product area.

Operating at a global scale, this platform supports agent experiences across North America, Europe, Australia, and Japan. Many customer-facing solutions across the organization include an agent experience component, and this role will contribute to ensuring agent experiences are cohesive and scalable by partnering with global product teams and aligning to shared standards

This role works closely across operations, customer experience, and technology. You will work closely with subject matter experts across the business to deeply understand agent challenges, validate assumptions through product discovery, and translate insights into actionable priorities.

In addition to advancing core CRM capabilities, you will contribute to the evolution of agent experiences through AI-driven capabilities, enabling smarter workflows, assisted decision-making, and increased automation across the agent journey.

You will partner with engineering and global product teams to deliver solutions across both SaaS platforms and internally built systems. In this high-impact role, you will be accountable for delivering measurable results, enabling teams to build best-in-class agent experiences, and directly influencing overall business success through outcome-based delivery.

What’s Great About This Role?

Contribute to the evolution of CRM and agent experience capabilities within a global platform

Own initiatives that directly impact agent efficiency, including reducing handle time and improving productivity

Play a key role in enabling successful partner launches by ensuring agents are equipped with the tools and workflows needed to support customers post-launch

Contribute to how AI is applied to improve agent workflows and customer support experiences

Work across a highly visible platform that supports every customer interaction channel and product across the organization

Collaborate with stakeholders, including senior leaders when needed, to align CRM capabilities with enterprise growth and strategic priorities

You're A Great Candidate If You:

Have a curious, empathetic and customer obsessed mindset

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 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

Have experience working with SaaS platforms and understand the tradeoffs between vendor solutions and homegrown systems, including ongoing maintenance and evolution

4+ 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

Familiarity with CRM systems and/or customer service agent facing tools

BA/BS Degree

Nice to Have:

Experience working with SaaS vendors and platform-based products

Exposure to customer service or contact center technologies

Knowledge of AI technologies (LLMs, GenAI, and Agentic AI)

Previous Scrum Master or Project Management experience

At SquareTrade you'll h…