Beta Project Manager, Customer Success

  • St. Louis, MO
  • Employees can work remotely
  • Full-time
  • Alternate Location: Scottsdale, United States

Company Description

Since we first opened our doors in 2009, the world of commerce has evolved immensely – and so has Square. After enabling anyone to take a payment 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, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And 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 all in one place.

Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.

There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.

Job Description

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. Our reach is limited by our bandwidth, so identifying opportunities for efficiency gains and driving process improvements whenever possible is paramount.

Beta Managers provide 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.

You will:

  • Work with several different Product Teams to design and kick-off successful beta programs. The Beta Manager is second in command to PM/PMMs, and makes key product GTM decisions in their absence.

  • 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.

  • Give Exit Criteria recommendations for beta programs, and hold Product Teams accountable

  • Identify sellers for press and co-marketing opportunities in partnership with the Comms team. 

  • Work with the Bugs and Launch programs to report on launch health and success of each beta program

  • Work with the Beta Community Manager to foster an active community of beta testers on Seller Community and through our Square POS beta apps

Qualifications

You Have:

  • 3+ years professional experience in a role requiring project or program management, meeting deadlines, and assessing risk.

  • High attention to detail with examples to prove it.

  • Experience and comfort learning new technology, and using it with minimal errors.

  • An analytical, growth-mindset - You are constantly seeking new and better ways to make an impact.

  • The ability to understand the big picture as well as execute on a granular level.

  • A proactive nature, a sense of urgency, and a high degree of self-motivation to go above and beyond to meet the needs of our sellers, and our team.

  • The ability to work cross-functionally with Legal, Comms, Product, and the CS Org. 

  • Familiarity with Google Sheets/Excel and comfort using basic formulas

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Perks

We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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