Sr. Manager, Service Strategy & Operations Analytics at Square Trade ci in San Francisco, CA, United States

Job description

• The Operations Analytics Senior Manager will own the North America Service Strategy & Operations analytics strategy, including the multi-year vision, operating model, governance agenda, and roadmap for data, analytics, and AI-enabled decision support.
• This leader will build scalable analytics capabilities, strengthen KPI architecture and data trust, and translate operational, customer, and financial insights into measurable business outcomes and executive recommendations.
• Serving as a strategic advisor to senior leaders, the role partners across Operations, Customer Experience, Product, Engineering, and Finance to improve performance visibility, inform operating plans, and shape long-term service delivery strategy.
• This is a remote role.
• Opportunity to shape how North America service operations use data, analytics, and AI to drive decisions—not just report results.
• Central role connecting operational performance, customer outcomes, cost drivers, forecasts, and P&L impact into actionable insights.
• High-visibility platform to influence senior leadership priorities, strengthen analytics standards, and improve how insights are used across the organization

Responsibilities

• Own Operations Analytics Strategy & Operating Model
• 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.
• Strengthen Data Quality, KPI Architecture and Confidence in Decision Support Tools
• 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.
• Drive Analytics, Automation & AI Transformation
• 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

Requirements

• Experience
• 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.
• Skills & Capabilities
• 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.
• Leadership Profile
• 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.

Skills

Required

• Influencing senior stakeholders
• Ownership-oriented with bias for action
• Comfortable operating in ambiguity
• Analytics
• BI ecosystems
• KPI frameworks
• Data management
• AI
• Predictive modeling
• Advanced analytics

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
• SquareTrade estimates the possible base compensation for this role, if hired in the U.S, to be in the range: Base compensation offered for this role is $130K-$190K annually and is based on experience and qualifications.