Channel Insights Manager

🕒 Junho 9

🏄 California – Remoto

🏄 California – Remote

💵 $109.000 - $140.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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SquareTrade

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

🛒 Varejo

💰 $238.000.000 Private Equity Round em 2012-01

Insurance • Retail • Consumer Electronics

SquareTrade é uma empresa que oferece planos de proteção para eletrônicos de consumo e eletrodomésticos por meio de sua empresa-mãe, Allstate Protection Plans. Ela fornece serviços de proteção e garantia abrangentes para itens como smartphones, TVs, móveis e eletrodomésticos grandes. Conhecida por sua abordagem inovadora no setor de planos de proteção, a SquareTrade foca em oferecer um serviço confiável e sem complicações aos seus clientes, incluindo reparos de telefones no mesmo dia e facilidade no preenchimento de reivindicações online. Ela faz parcerias com principais varejistas e operadoras de telefonia móvel na América do Norte, Europa, Japão e Austrália, e seus planos de proteção são preferidos por um número significativo de consumidores em relação aos concorrentes. Com um forte compromisso com um serviço ao cliente de excelência, a SquareTrade garante tranquilidade aos seus clientes, protegendo suas compras com soluções de proteção confiáveis.

Descrição

• Own end-to-end channel performance insights, including monitoring and analyzing SLAs, operational KPIs, and partner scorecards to ensure consistent performance against expectations. • Translate data into actionable insights that inform business decisions, including identifying trends, root causes, and opportunities to improve cost, service levels, and customer outcomes. • Establish and refine performance measurement frameworks that align with organizational priorities and drive accountability across internal and external stakeholders. • Identify and diagnose complex operational issues impacting partner performance, brand health, or customer experience, and lead cross-functional efforts to resolve root causes. • Develop and implement scalable solutions and process improvements that enhance efficiency, reduce variability, and strengthen channel execution. • Proactively identify risks through sentiment tracking and performance analysis, and design mitigation strategies to protect brand standards. • Serve as the primary insights partner and liaison between external channel partners and internal teams (e.g., Field Operations, Marketing, Supply Chain), ensuring alignment on goals, performance expectations, and improvement plans. • Influence partner behavior and internal priorities through data-driven recommendations and structured action planning. • Drive alignment across teams by synthesizing insights into clear, compelling narratives for leadership and stakeholders. • Lead the development of performance action plans in response to partner feedback, SLA gaps, or emerging risks, ensuring clear ownership, timelines, and measurable outcomes. • Track execution progress and hold stakeholders accountable to commitments, adjusting strategies as needed to deliver results. • Contribute to departmental planning by identifying resource needs, prioritizing work, and aligning initiatives to strategic objectives. • Establish best practices for insights generation, reporting, and stakeholder communication across the function. • Coach and mentor team members or peers on analytical thinking, insight development, and effective stakeholder engagement.

🎯 Requisitos

• Bachelor’s degree with 5+ years of experience in operations, analytics, or partner/channel management • Demonstrated ability to own business performance, identify root causes, and deliver measurable improvements. • Strong understanding of operational workflows (e.g., claims/service lifecycle) and partner-driven customer experience impacts. • Advanced analytical and problem-solving skills, with experience translating data into actionable insights. • Proficiency in SQL, Tableau, Power BI or similar tools to analyze and communicate performance trends. • Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority. • Strong communication and relationship management skills, with experience working across internal teams and external partners. • Ability to navigate ambiguity, prioritize effectively, and make decisions that impact team or functional outcomes. • Deep understanding of customer experience principles and brand standards

🏖️ Benefícios

• 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