Senior Manager, Service Strategy – Operations Analytics

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

📋 Description

• Take ownership of the analytics vision, strategy, multi-year roadmap, operating model, governance, prioritization, and delivery standards for service operations in North America.

• Determine analytics priorities for operational plans, strategic investments, workforce planning, service delivery, and enterprise performance objectives.

• Develop and lead Operations Analytics as a core enterprise capability.

• Create a talent strategy, establish operating rhythms, set standards, engage stakeholders, and foster capability development.

• Analyze performance drivers, root causes, risks, and opportunities within complex operations.

• Create frameworks for performance tracking and variance analysis.

• Establish scalable data foundations, governance standards, KPI architecture, and analytics capabilities.

• Cultivate and develop a high-performing analytics team through coaching and mentoring.

• Collaborate with technical teams to enhance data quality, reliability, and accessibility.

• Oversee enterprise operational reporting, dashboard creation, and technology migration.

• Identify, assess, prioritize, and monitor opportunities to enhance efficiency, reduce costs, boost productivity, mitigate risks, and improve customer outcomes.

• Work alongside Finance and FP&A on cost drivers, forecasts, performance metrics, pricing drivers, and P&L results.

• Spearhead analytics transformation initiatives, including self-service analytics and AI-enabled decision support.

• Define practical AI use cases, adoption strategies, and scalable standards.

• Increase access to data, tools, and AI-driven solutions.

• Transition from static reporting to dynamic, diagnostic, and forward-looking insights.

• Build stakeholder confidence and capability in utilizing data for everyday decision-making.

• Act as a strategic advisor to senior leaders in Operations, Customer Experience, Product, Engineering, and Finance.

⛳️ Requirements

• Over 10 years of experience in analytics, business operations, strategy, or related fields.

• Proven experience leading complex analytics workstreams or functions in operationally intensive settings.

• Ability to convert business needs into scalable analytics solutions.

• Demonstrated success in influencing senior stakeholders and driving cross-functional outcomes within a matrixed environment.

• Strong capability to connect data, insights, operational drivers, and financial outcomes into executive-level recommendations.

• In-depth understanding of financial drivers, forecasting, and operational performance measurement.

• Experience in leading enterprise analytics programs, BI ecosystems, KPI frameworks, and data management practices.

• Familiarity with AI, predictive modeling, and advanced analytics use cases.

• Excellent structured communication and storytelling skills tailored for executive audiences.

• Leadership that emphasizes ownership, accountability, and measurable business impact.

• Comfort in navigating ambiguity and aligning stakeholders around priorities and outcomes.

• Ability to balance strategic thinking with practical problem-solving skills.

• Must undergo a background investigation.

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

🏝️ Benefits

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

• Up to 4% company matching contribution into your 401(k).

• Contributions to a company-sponsored pension plan.

• Monthly budget of $75 for physical wellbeing.

• Monthly stipend of $80 for connectivity expenses.

• Access to mental health resources, including free 1:1 therapy, coaching sessions, and digital resources.

• Supportive leave policies.

• Competitive paid time off (PTO) program.

• Nine paid company holidays.

• Tuition reimbursement up to $5,250 annually.

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

• Corporate perks and discounts.