Senior Manager, Service Strategy & Operations Analytics

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

📋 Description

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

• Establish analytics priorities that guide operating plans, strategic investments, workforce planning, service delivery, and enterprise performance goals for senior leadership.

• Develop and lead Operations Analytics as an enterprise capability, encompassing talent strategy, operating rhythms, standards, roadmap, stakeholder engagement, and capability enhancement.

• Analyze performance drivers, root causes, risks, and opportunities across intricate operations utilizing structured problem-solving and analytics.

• Create repeatable frameworks for performance tracking and variance analysis that align with planning cycles and leadership decisions.

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

• Cultivate, mentor, and advance a high-performing analytics team while establishing scalable standards and best practices.

• Collaborate with technical teams to enhance data quality, reliability, and accessibility for significant business use cases.

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

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

• Work alongside Finance and FP&A to synchronize operational reporting with cost drivers, forecast assumptions, performance metrics, pricing factors, and P&L results.

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

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

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

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

• Foster stakeholder confidence and capability in leveraging data for daily decision-making.

• Act as a strategic advisor to senior leaders and collaborate across 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 initiatives or functions in operationally intensive settings.

• Demonstrated ability to convert business needs into scalable analytics solutions that enhance data foundations, reporting consistency, and decision support.

• Strong history of influencing senior stakeholders and achieving cross-functional results in a matrixed environment.

• Exceptional ability to link data, insights, operational drivers, and financial outcomes into concise, executive-level recommendations.

• Deep understanding of financial drivers, forecasting, and operational performance measurement.

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

• Knowledge of AI, predictive modeling, and advanced analytics use cases that enhance operational decision-making and adoption.

• Excellent structured communication skills and executive storytelling ability, with the capability to simplify complexity and influence decisions.

• Ownership-oriented leadership style with a focus on action, accountability, and measurable business impact.

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

• Ability to balance strategic thought with hands-on problem-solving to ensure quality execution and sustainable capability-building.

• Must be able to pass 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 coverage with options for networks and the ability to contribute to a savings account (HSA or FSA).

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

• Contributions to your company-sponsored pension plan.

• $75/month budget dedicated to your physical wellbeing.

• $80/month stipend to help offset connectivity expenses.

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

• Supportive leave policies.

• Flexible Time Off Policy.

• 9 Company Holidays.

• Tuition reimbursement up to $5,250 annually.

• Hybrid work arrangements with regular investments in team gatherings/off-sites to foster collaboration.

• A variety of corporate perks and discounts.