Channel Insights Manager

🕒 il y a 2 jours

🏄 California – Distant

🏄 California – Remote

💵 $109 000 - $140 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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SquareTrade

Site WebLinkedInTous les Emplois

501 - 1000 employés

🛒 Commerce de détail

💰 €238 000 000 Private Equity Round en 2012-01

Insurance • Retail • Consumer Electronics

SquareTrade est une entreprise qui offre des plans de protection pour les appareils électroniques grand public et les appareils électroménagers via sa société mère, Allstate Protection Plans. Elle propose des services de protection et de garantie complets pour des articles tels que les smartphones, les téléviseurs, les meubles et les appareils électroménagers majeurs. Connue pour son approche innovante dans le secteur des plans de protection, SquareTrade se concentre sur la fourniture d'un service fiable et sans tracas à ses clients, y compris la réparation de téléphones le jour même et le dépôt de réclamations facile en ligne. Elle s'associe avec les principaux détaillants et opérateurs mobiles en Amérique du Nord, en Europe, au Japon et en Australie, et ses plans de protection sont préférés par un nombre significatif de consommateurs par rapport à ses concurrents. Avec un engagement fort envers un excellent service client, SquareTrade assure la tranquillité d'esprit de ses clients en protégeant leurs achats avec des solutions de protection fiables.

Description

• 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.

🎯 Exigences

• 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

🏖️ Avantages

• 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