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