Note: The job is a remote job and is open to candidates in USA. SquareTrade is a service innovation and customer satisfaction company transforming the protection-plan market. The Senior Manager will lead North America Service Strategy & Operations analytics, building scalable data, analytics, and AI-enabled decision-support capabilities. The role will advise senior leaders and partner cross-functionally to improve operational performance, customer outcomes, financial visibility, and long-term service delivery strategy.
Responsibilities
- Own the North America service operations analytics vision, strategy, multi-year roadmap, operating model, governance, prioritization, and delivery standards
- Set analytics priorities that inform operating plans, strategic investments, workforce planning, service delivery, and enterprise performance objectives for senior leadership
- Build and lead Operations Analytics as an enterprise capability, including talent strategy, operating rhythms, standards, roadmap, stakeholder engagement, and capability development
- Use structured problem-solving and analytics to diagnose performance drivers, root causes, risks, and opportunities across complex operations
- Establish repeatable performance tracking and variance analysis frameworks aligned to planning cycles and leadership decisions
- Build scalable data foundations, governance standards, KPI architecture, and analytics capabilities that improve trust, access, and decision-making across operations
- Develop, coach, and grow a high-performing analytics team while establishing scalable standards and best practices
- Partner with technical teams to improve data quality, reliability, and accessibility for high-value business use cases
- Lead enterprise operational reporting, dashboarding, and technology migration with a focus on clarity, actionability, scalability, and reuse
- Identify, size, prioritize, and track opportunities to improve efficiency, reduce cost, increase productivity, mitigate risk, and enhance customer outcomes
- Partner with Finance and FP&A to align operational reporting with cost drivers, forecast assumptions, performance metrics, pricing drivers and P&L outcomes
- Lead analytics transformation, including self-service analytics and AI-enabled decision support, by defining practical use cases, adoption paths, and scalable standards
- Expand access to high-value data, tools, and AI-driven solutions while balancing ease of use, governance, reliability, and business value
- Move the organization from static reporting to dynamic, diagnostic, forward-looking insights that support planning, prioritization, and course correction
- Build stakeholder confidence and capability in using data for day-to-day decision-making
Skills
- • 10+ years in analytics, business operations, strategy, or related fields, with experience leading complex analytics workstreams or functions in operationally intensive environments
- • Proven ability to translate business needs into scalable analytics solutions that improve data foundations, reporting consistency, and decision support
- • Track record of influencing senior stakeholders and driving cross-functional outcomes in a matrixed environment
- • Strong ability to connect data, insights, operational drivers, and financial outcomes into clear, executive-level recommendations
- • Strong understanding of financial drivers, forecasting, and operational performance measurement
- • Experience leading enterprise analytics programs, BI ecosystems, KPI frameworks, and data management practices
- • Familiarity with AI, predictive modeling, and advanced analytics use cases that improve operational decision-making and adoption
- • Excellent structured communication and executive storytelling, with the ability to simplify complexity and influence decisions
- • Ownership-oriented leader with a bias for action, accountability, and measurable business impact
- • Comfortable operating in ambiguity, setting direction, and aligning stakeholders around priorities and outcomes
- • Able to balance strategic thinking with hands-on problem solving to ensure execution quality and sustainable capability-building
Benefits
- Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)
- Up to 4% company match into 401(k) and contributions into your company-sponsored pension
- $75/month budget to help prioritize your physical wellbeing
- $80/month stipend to subsidize connectivity costs
- Mental health resources including free 1:1 therapy, coaching sessions and digital resources
- Supportive leave policies
- Flexible Time Off Policy in addition to 9 Company Holidays
- Tuition reimbursement up to $5,250 per year to further your personal educational advancement desires
- Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team
- Various corporate perks and discounts
Company Overview