Global Beta Manager
- Toronto, Canada
Our mission is simple: we want to help people everywhere start, run and grow a business. We’re a fast-moving global fin-tech company building the tools entrepreneurs need to simplify and streamline every business process, from accepting card payments and online invoicing to inventory management, real-time analytics, employee management, and powerful data reporting. Now supporting millions of businesses worldwide, Square is recognized as a leader in financial technology, currently rated third in Fast Company’s 2018 edition of the World’s Most Innovative Companies. As we continue to expand globally, we are looking to drive that innovation further by scaling our smart, dedicated and passionate workforce in new markets. Square was founded in 2009 by Jack Dorsey and Jim McKelvey and is headquartered in San Francisco, with offices now operating across the United States, Canada, Japan, the UK, and Australia.
The Beta Team needs an experienced project manager to help us execute beta programs to validate the customer experience during the product development cycle. You will work with Square sellers and a wide variety of internal teams to develop the strategy and execute the program to confirm that from a customer perspective, we're ready to launch. Our Betas range from small feature updates to large product launches, spanning Hardware to POS to Partnerships to SaaS. Beta Managers are direct contributors, troubleshooting issues, escalating and identifying risks, and constantly engaging our Sellers to keep the feedback coming.
Global Beta Managers will work closely with a US Beta Manager and local product teams to deliver data-driven insights: You will be required to track beta participation, communicate status, and present recommendations to Product Teams. Cross-team coordination, project management and an ability to learn and understand new technology are essential.
As the first Global Beta Manager in your region, you’ll be responsible for building your local beta seller community, interacting with them in person and online, and ensuring our Square POS beta app has plenty of enthusiastic beta testers. You’ll be responsible for identifying areas for process improvement, and will have the opportunity to shape the impact of this role.
Work with several different Product Teams and the US Beta Team to design and kick-off successful beta programs.
Draft content, recruit the audience list, and execute email campaigns in Iterable
Track, communicate status on, and monitor all active beta participants
Solicit feedback from beta participants at key project milestones, craft the customer experience story and present recommendations to product teams
Identify, escalate, and monitor bugs and issues until resolution, communicating with internal teams and sellers along the way.
Occasionally, visit sellers onsite to troubleshoot issues, solicit feedback, and build rapport
Give Exit Criteria recommendations for beta programs, and hold Product Teams accountable
Work with the Bugs and Launch programs to report on launch health and success of each beta program
Build and maintain an active community of beta testers on Seller Community and through our Square POS beta apps
2+ years relevant experience in project management and/or customer service
Analytically minded, detail oriented, and skilled at problem solving and explaining complex issues
Experience influencing critical decisions within cross-functional organizations without direct authority
Thrives in a fast-paced environment with competing priorities
Compassionate, customer obsessed, demonstrated leader, independent
Organized, self-motivated and proactive
Strong written communication skills
Experience with JIRA, Salesforce, Google tools and willingness to learn basic SQL