Manager, Business Operations + Strategy, Customer Experience

Square Trade San Francisco , CA 94118

Posted 7 months ago

SquareTrade is seeking a BizOps Manager to lead strategic projects that improve the experience of our 85 million customers. The Business Operations team works on initiatives requiring the unique skill sets of strategy, operations, and analytics to solve hard to crack problems and drive key projects. We are looking for high potential individuals who are ready to solve interesting strategic challenges, desire increased responsibility, and are worthy of being SquareTrade's future Directors and VPs.

THE ROLE HAS THREE MAIN FUNCTIONS:

  • Provide strategic, operational, and analytical support in launching new products and services as SquareTrade expands its customer base and its offerings

  • Analyze executive metrics and identify areas for operational or product improvements that move the needle on key metrics

  • Partner with Product and Customer Experience (CX) Operational teams to brainstorm and implement solutions

EXAMPLES OF PAST & CURRENT PROJECTS:

  • Drive customer self-service initiatives to increase online adoption

  • Optimize customer facing processes before a new partner launch

  • Analyze a strategic metric like "contacts per claim" and help lead cross-functional teams to rapidly deploy and iterate solutions

  • Ideate and pilot a new internal tool that cuts processing time in half

  • Design and analyze a survey to understand customer preferences

QUALIFICATIONS:

  • 4+ years of relevant work in strategy and operations role, backgrounds include BizOps roles at a high growth company, top-performing management consultants, startup Jack/Jill-of-all-Trades, and strategic operations-management professionals

  • Advanced skills with Excel and intermediate SQL skills

  • Ability to effectively structure and communicate complex problems and ideas into easily digestible frameworks

  • A "go-getter" with strong record of rolling up sleeves and tactical execution

YOU'RE OUR IDEAL CANDIDATE IF YOU [ARE]...

  • Intellectually curious and detail-oriented: you're passionate about asking questions, doing research, and understanding both high-level strategy and ground-level tactical needs

  • Driven to make an impact on the business: you're scrappy and willing to think outside the box

  • Execution focused: You are strongly predisposed to action and getting things done yourself.

  • Ambitious: you'll go above and beyond to get results (and you're able to motivate others to do the same!)

  • Polished: you've got A+ presentation skills and have a knack for connecting with people at all levels of an org

  • Analytically-minded: you can not only come up with an idea (the "what's"), but the "why's", "how's", and "when's", too...along with the data to back it up!

SOME OF THE BENEFITS OF WORKING @ SQUARETRADE ARE:

  • Not feeling stuck! This team has exposure to many different parts of the business, making transitioning easy...we work on developing careers based on what people enjoy!

  • Competitive salaries, benefits (medical, dental, vision), FlexPTO, 401k matching

  • Respect for your work-life balance

  • Free breakfast, weekly lunches and unlimited snacks and drinks

  • A paid volunteer day to give back to the community

  • Discounted Gym memberships

  • Company activities (from happy hours, winery trips, and picnics in the park to running a 5k)

WHO WE ARE:

SquareTrade is the fastest growing company of its kind. We're revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Walmart, Target, Amazon, Costco, and T-Mobile to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews and we're just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London.

The Team: http://www.squaretrade.com/leadership

SquareTrade is an Equal Opportunity Employer and complies with the San Francisco FCO


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Manager, Business Operations + Strategy, Customer Experience

Square Trade