Manager, Business Strategy and Operations

This is a fully remote position, open to applicants in California.

📋 Description

• Formulate a comprehensive perspective on the evolution of service strategy by utilizing customer, partner, market, competitive, operational, and financial data.

• Identify and develop opportunities for enhancing or reinventing services and assess their viability for pursuit.

• Translate broad or ambiguous inquiries into actionable strategies, including establishing learning agendas, conducting analyses, engaging stakeholders, making decisions, and outlining next steps.

• Construct investment cases that evaluate customer and partner value, growth potential, economic factors, feasibility, and implementation prerequisites.

• Create concepts, hypotheses, experiments, pilots, success metrics, and decision-making criteria.

• Collaborate across teams to advance validated concepts towards launch while maintaining focus on customer issues, intended value, and success metrics.

• Provide senior leaders with well-defined perspectives on decisions, supporting evidence, and trade-offs.

• Develop repeatable processes for discovering, testing, and promoting service ideas.

• Collaborate across the organization, challenge existing thinking, and generate momentum for promising opportunities.

• Navigate between strategic planning and execution, including conducting customer research, testing business cases, developing Product and Technology concepts, and making leadership decisions.

• Oversee broad programs and provide functional leadership through sound judgment, cross-functional influence, and converting complex queries into actionable decisions; this role does not involve direct reports.

⛳️ Requirements

• Bachelor's degree or equivalent practical experience.

• Generally 10+ years of relevant experience in strategy, service innovation, customer experience, consulting, incubation, or a related field, or an equivalent combination of education and experience.

• Proven track record of managing complex projects that span teams, functions, or business areas, leading to tangible decisions and outcomes.

• Experience in crafting strategic recommendations, business cases, experiments or pilots, roadmaps, and action plans to realize ideas.

• Demonstrated ability to advise senior leaders and drive initiatives forward when clarity, ownership, or direction is lacking.

• Strong strategic problem-solving, synthesis, executive communication, facilitation, and stakeholder influence skills.

• Advanced analytical capabilities; adeptness in working with both qualitative and quantitative data and translating analyses into business decisions.

• Background in protection plans, insurance, repair, warranty, subscription services, or another intricate service ecosystem may be advantageous.

• Familiarity with customer research, journey mapping, competitive benchmarking, opportunity assessment, or value-proposition development could be beneficial.

• Experience collaborating with Product and Technology teams to transition ideas from discovery to experimentation, MVPs, or roadmap decisions may provide an advantage.

• Proficiency in Tableau, Power BI, or Python is considered beneficial, though not mandatory.

• SquareTrade/Allstate Protection Plans typically does not sponsor individuals for employment-based visas for this position.

• Candidates offered this position will be required to undergo a background investigation.

🏝️ Benefits

• Medical, dental, and vision coverage with network flexibility and the option to contribute to a savings account (HSA or FSA).

• Up to 4% company match for 401(k) contributions.

• Contributions to a company-sponsored pension plan.

• $75/month budget to support physical wellbeing initiatives.

• $80/month stipend to assist with connectivity expenses.

• Mental health resources, including complimentary 1:1 therapy, coaching sessions, and digital resources.

• Supportive leave policies.

• Competitive paid time off (PTO) program.

• 9 paid Company Holidays.

• Tuition reimbursement up to $5,250 annually.

• Hybrid work arrangements with regular investments in team gatherings and offsite events.

• Various corporate perks and discounts.