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Seller Community Manager, Product Engagement 🔥


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. To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, 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

Square’s Customer Empowerment team brings our sellers to the table with legendary experiences that empower entrepreneurial growth and connection. We believe some of the best ideas and strategies for growing a business come directly from our small business community and work tirelessly to elevate them internally and externally. With this in mind, we are committed to turning our seller’s questions into commerce and in making big business ideas every business’ reality.

As the Square’s Community Manager, Product Engagement, you will help us fulfill our mission by managing programs where business owners from around the world can come together to learn best practices for using Square products, share ideas for new features, and connect directly with the Product teams building Square. You’ll execute on this vision by leading creative & scalable product engagement programs to increase seller success, product adoption, and influence product innovation.  

In this role, you’ll compile regular reports that help product teams understand how their work is perceived in the Community. These updates will include both qualitative data on what sellers are saying (and what features they are requesting) and quantitative data on how many are saying it. You’ll assist in authoring and distributing release notes when new versions of products launch to keep sellers in the know on the latest and greatest from Square. Most importantly, you will act as a voice of our sellers within Square, ensuring that we listen to their feedback to improve our offerings.

You Will: 

  • Be the lead point of contact for Square’s product teams for all things related to our Seller Community. 

  • Partner with Product teams (especially Product Marketing Managers) to leverage the Community to help meet their product adoption goals.

  • Partner with the Launch Readiness team and Product Teams to ensure product update announcements are drafted in advance of each launch and work with Localization DRIs to ensure translations are ready for publishing.

  • Plan and host events on the Community that feature product managers and teams and increase their connections to sellers.

  • Advocate for sellers within Square based on feedback they give on the Community. Author and distribute reports on Community engagement to stakeholders within product teams regularly, analyzing data and providing suggested actions.

  • Build and manage processes for closed-loop Ideate responses from internal teams including Product. 

  • Build and execute internal and external programs to recognize Community members' impact on product ideation and innovation. 

  • Build mechanism to track Product team participation and create a plan/program to reward and recognize product team members. 

  • Leverage quantitative and qualitative data to set, meet, and exceed engagement targets. Monitor community health, and design and test relevant interventions as needed to ensure we reach our goals.

  • Participate in supporting Community activity outside the scope of Product Engagement. Our team wears multiple hats to solve whatever problems we can to support our sellers.

  • Be willing to break the rules! Scalable CS regularly challenges all team members to think differently, and find a better way to solve problems. We move quickly, and we work with intensity.

Qualifications

You Have: 

  • 2+ years work experience in the online community/ customer engagement space

  • Experience with the following tools: Khoros (fka: Lithium), Asana, Salesforce, Looker.

  • Experience organizing and facilitating high-quality digital programs from concept to planning, production, execution, and retrospective.

  • Experience leveraging different business tactics (data, events, content, campaigns, etc) to influence product adoption. 

  • Preferred experience managing community ideation (feature request forums) and webinar programs. 

  • Comfort in engaging and building cross functional relationships with developers, product managers, product marketing, and operations leaders.

  • Superb communication skills, both written and verbal. You’re able to clearly and concisely communicate an idea, or overall project/ program status. This role will involve a great deal of writing to both internal and external (customer-facing) audiences. 

  • A keen eye for prioritization and continuous optimization. You have the ability to discern the urgency and importance of work. You seek out creative ways to leverage the full potential of our existing tools, and advocate for novel solutions.

  • Strong emotional intelligence, that’s balanced by a data-backed, solution-oriented mindset. You’re able to gather quantitative and qualitative data, and distill it into thoughtful opportunity areas and recommended solutions that have clear scope and deliverables.

  • A proactive nature, a sense of urgency, and a high degree of motivation to go above and beyond to meet the needs of the community.

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future. Zone A: USD $103,900 - USD $126,900 Zone B: USD $96,600 - USD $118,000 Zone C: USD $88,300 - USD $107,900 Zone D: USD $77,900 - USD $95,300

To find a location’s zone designation, please refer to this resource [1]. If a location of interest is not listed, please speak with a recruiter for additional information. 

Benefits include the following:

  • Healthcare coverage

  • Retirement Plans including company match 

  • Employee Stock Purchase Program

  • Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 

  • Paid parental and caregiving leave

  • Paid time off

  • Learning and Development resources

  • Paid Life insurance, AD&D. and disability benefits 

  • Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

US and Canada EEOC Statement

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 [2].

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

 

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.






  1. https://careers.smartrecruiters.com/Square/us-zones
  2. https://squareup.com/us/en/about/diversity?utm_source=job_description

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