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.

• Establish analytics priorities that inform operating plans, strategic investments, workforce planning, service delivery, and enterprise performance goals.

• Develop and lead Operations Analytics as a core enterprise capability, encompassing talent strategy, operating rhythms, standards, stakeholder engagement, and capability development.

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

• Create repeatable frameworks for performance tracking and variance analysis.

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

• Mentor, coach, and cultivate a high-performing analytics team.

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

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

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

• Team up with Finance and FP&A to synchronize operational reporting with cost drivers, forecast assumptions, performance metrics, pricing influences, and P&L results.

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

• Define actionable AI use cases, adoption paths, and scalable standards.

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

• Transform the organization 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 across Operations, Customer Experience, Product, Engineering, and Finance.

⛳️ Requirements

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

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

• Capacity to convert business needs into scalable analytics solutions.

• Established track record of influencing senior stakeholders and achieving cross-functional results in a matrixed environment.

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

• Comprehensive understanding of financial drivers, forecasting, and operational performance assessment.

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

• Familiarity with AI, predictive modeling, and advanced analytics applications.

• Exceptional structured communication skills and executive storytelling ability.

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

• Comfortable navigating ambiguity, setting direction, and aligning stakeholders around priorities and outcomes.

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

• Candidates must consent to a background investigation.

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

🏝️ Benefits

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

• Up to a 4% company match in your 401(k) and contributions to your company-sponsored pension plan.

• $75/month budget aimed at promoting your physical wellbeing.

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

• Access to mental health resources including free one-on-one therapy, coaching sessions, and digital tools.

• Supportive leave policies.

• Flexible Time Off Policy in addition to 9 Company Holidays.

• Tuition reimbursement of up to $5,250 annually.

• Hybrid work options with consistent investment in team gatherings and offsite events.

• A variety of corporate perks and discounts.