Manager, Business Strategy & Operations, Repair & Replacement

🔥 2 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $105k - $140k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Business Operations

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SquareTrade

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🛒 Retail

💰 $238M Private Equity Round on 2012-01

Insurance • Retail • Consumer Electronics

SquareTrade is a company that offers protection plans for consumer electronics and appliances through its parent company, Allstate Protection Plans. It provides comprehensive protection and warranty services for items such as smartphones, TVs, furniture, and major appliances. Known for its innovative approach in the protection plans sector, SquareTrade focuses on providing hassle-free, reliable service to its customers, including same-day phone repairs and easy online claims filing. It partners with leading retailers and mobile carriers in North America, Europe, Japan, and Australia, and its protection plans are preferred by a significant number of consumers over competitors. With a strong commitment to excellent customer service, SquareTrade ensures peace of mind to its customers by safeguarding their purchases with trusted protection solutions.

📋 Description

• Own the end-to-end performance of Repair & Replacement (R&R), providing strategic oversight across the full lifecycle from diagnosis to sourcing, ordering, and resolution. • Establish and execute against team-level goals, ensuring alignment to business priorities, financial targets, and customer experience outcomes. • Lead performance against key business and customer metrics, including Repair Resolution Mix, Truck Roll Success Rates, Parts Costs, Out of Stock Rate, Replacement Resolution Mix, Replacement Severity, and Replacement NPS. • Develop performance frameworks and reporting to monitor outcomes, proactively identify risks, and drive accountability across the team and stakeholders. • Define and execute improvements in sourcing strategy, enabling agents to use both traditional and nontraditional sourcing methodologies to reduce parts costs, improve parts stock levels, and increase ordering accuracy. • Identify and resolve complex operational challenges by implementing scalable solutions that improve efficiency, reduce variability, and enhance service delivery. • Establish and reinforce consistent standards, processes, and operational rigor across all states of the R&R lifecycle. • Champion a culture of continuous improvement, ensuring sustainability of gains and ongoing optimization of performance. • Partner cross-functionally with Operations, Product, CX, Finance, and external partners to identify systemic blockers and drive solutions. • Strengthen distributor and replacement provider relationships to improve availability, speed, and quality in support of customer expectations. • Influence cross-functional priorities and decision-making through clear, data-driven insights and structured problem solving. • Lead, coach and develop a team of employees, translating strategic priorities into clear goals, roles, and expectations. • Manage team performance including prioritization, resource allocation, and delivery against objectives. • Foster a high-performing, collaborative team environment focused on accountability, engagement, and continuous development. • Provide ongoing coaching, feedback, and development planning to support individual growth and capability building. • Build team capabilities in analytics, operational problem-solving, and stakeholder management to strengthen overall function impact.

🎯 Requirements

• BA or BS required; an MBA or Masters in Supply Chain, Operations, Engineering, Economics, Statistics, Data Science, Analytics, or other advanced degree from a top school is a plus. • 5+ years of work experience in service delivery, consulting, supply chain, supplier management, or business operations. • Demonstrated experience leading teams and driving performance outcomes in a complex, cross-functional environment. • Strong understanding of repair, replacement, supply chain, or service operations, including experience working with OEMs, Part Distributors, and Technician Networks. • Proven ability to own business performance, identify root causes, and deliver measurable improvements. • Advanced skills with strong proficiency in Excel, PowerPoint and Word are required; Intermediate knowledge of automation tools such as Power Automate; SQL knowledge is a plus. • Strong communication and stakeholder management skills, with the ability to influence senior leaders and align diverse teams. • Experience translating strategy into execution, including planning, prioritization, and monitoring results. • Ability to navigate ambiguity, manage competing priorities, and make decisions that impact team – and function – level outcomes.

🏖️ 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