Director, Business Operations

Job Description

In this role, you transform data-driven insights into business strategy, operational improvements, and product/service innovations. You will collaborate closely with the SVP of Operations, the Executive team, and cross-functional stakeholders in Customer Experience, Service Supply Chain, Product, Engineering, Sales, Marketing. With a blend of analytical and strategic insights, you help drive organizational priorities, solve challenging problems, and shape how consumers think about protection and customer service. This is a highly visible role that has direct impact on the success of the business.

• You have a front row seat to strategy development and operational execution as we transform the consumer protection industry
• You’ll work on interesting problems that have a real and direct impact on the business
• You’ll gain a deep understanding of our business, market trends, best practices, and how to deliver industry-leading service.
• You’ll build a highly impactful team that takes ownership of projects and drives change.
• With lots of variety in our ever-changing, fast-paced, entrepreneurial org, you won’t get bored

Key Responsibility #1: Generate Customer Insights

• Develop insights based on customer feedback obtained through voice of the customer research
• Evaluate performance on key metrics like NPS and CSAT, including key drivers of each across every aspect of service delivery
• Collaborate across multiple stakeholders to drive improvements in customer-focused metrics.
• Monitor market data and trends, identify best practices, and collaborate with leaders to incorporate into Product and Operations plans

Key Responsibility #2: Drive Service Improvement

• Establish dashboards and monitor service KPIs using new and existing BI tools
• Lead executive leadership briefings on service performance and potential issues
• Investigate KPI problem areas and collaborate with cross functional Tiger teams to identify root causes and potential fixes. Act as the Change Manager, if required, to drive implementation of identified fixes.
• Build and automate exception monitoring processes to ensure seamless service experience (operational process monitoring, alerts, handling processes)

Key Responsibility #3: Engage as Chief of Staff

• Engage Operations leaders and stakeholders in developing strategies and leads executive-level communication to the team
• Drive business review cadence, ensuring cross-functional progress towards achieving desired state for Service operations
• Support leaders in one or more key business and organizational management areas (e.g., setting KPIs and organizational priorities; team culture and health; communications; budget/finance; industry/specific business knowledge).

Qualifications

• You are intellectually curious, analytical, and detail-oriented, you’re passionate about asking questions, understanding corporate strategy, and delivering tangible results
• Highly analytical: you can not only come up with an idea (the "what's"), but the "why's", "how's", and "when's" too along with the data to back it up!
• You’re a leader who is driven to make an impact on the business, and are willing to think outside the box
• You’re a results-driven multi-tasker who enjoys motivating others in a fast-paced, dynamic environment
• You can’t go shopping anywhere without immediately identifying gaps in the consumer experience (what’s your opinion of Starbucks?).
• You have a natural ability to interact with others in a genuinely positive manner.

• 8+ years of experience in customer insights, strategy and operations consulting, corporate strategy, operations strategy, product strategy or business planning.
• Bachelor’s degree in relevant field; MBA or relevant Master’s degree is a plus.
• Demonstrated ability to lead across organizations with the ability to drive strategic decisions, anticipate and resolve challenges.
• Excellent judgment and agility in problem-solving root causes in an environment of change.
• Love of data and strong business and analytical skills to spot trends and implications within data to inform strategic business decisions.
• Bias for action with relentless focus on execution and results
• Advanced user of Excel and PowerPoint. Experience with SQL, Google Apps scripting, Tableau and/or other BI tools are a plus.
• Excellent communication and presentation skills, especially communicating data-driven insights to senior executives.

Additional Information

• Excellent benefits (medical, dental, vision, life, disability, and more)
• Flexible PTO
• 401K with employer matching plan up to 5% of salary
• HSA with employer contribution
• Paid parental leave
• Monthly internet reimbursement directly in your paycheck
• Monthly wellness allowance
• Open access to mental health resources including therapy and coaching for employees and dependents
• Generous work-from-home set-up allowance
• Paid volunteer time to give back to the community
• Access to a diverse array of Employee Resource Groups
• Flexible and hybrid work schedules
• Development and career growth opportunities

The Team: http://www.squaretrade.com/leadership

SquareTrade is an Equal Opportunity Employer