Channel Insights Manager

SquareTrade•San Francisco, CA

8h•$109,000 - $140,000•Hybrid

About The Position

We are seeking a strategic, data-driven Channel Insights Manager to join our Operations and Supply Chain organization. This role is accountable for driving performance visibility, partner outcomes, and cross-functional alignment across our service and channel ecosystem. The Channel Insights Manager plays a critical role in safeguarding service level agreements (SLAs), maintaining brand health, and translating performance insights into actionable strategies that improve customer experience, operational efficiency, and partner performance. Operating at a Functional Manager level, this role is responsible for delivering against departmental objectives, influencing cross-functional priorities, and guiding decision-making through advanced analytics, structured problem-solving, and stakeholder partnership.

Requirements

Bachelor’s degree with 5+ years of experience in operations, analytics, or partner/channel management
Demonstrated ability to own business performance, identify root causes, and deliver measurable improvements.
Strong understanding of operational workflows (e.g., claims/service lifecycle) and partner-driven customer experience impacts.
Advanced analytical and problem-solving skills, with experience translating data into actionable insights.
Proficiency in SQL, Tableau, Power BI or similar tools to analyze and communicate performance trends.
Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority.
Strong communication and relationship management skills, with experience working across internal teams and external partners.
Ability to navigate ambiguity, prioritize effectively, and make decisions that impact team or functional outcomes.
Deep understanding of customer experience principles and brand standards

Responsibilities

Own end-to-end channel performance insights, including monitoring and analyzing SLAs, operational KPIs, and partner scorecards to ensure consistent performance against expectations.
Translate data into actionable insights that inform business decisions, including identifying trends, root causes, and opportunities to improve cost, service levels, and customer outcomes.
Establish and refine performance measurement frameworks that align with organizational priorities and drive accountability across internal and external stakeholders.
Identify and diagnose complex operational issues impacting partner performance, brand health, or customer experience, and lead cross-functional efforts to resolve root causes.
Develop and implement scalable solutions and process improvements that enhance efficiency, reduce variability, and strengthen channel execution.
Proactively identify risks through sentiment tracking and performance analysis, and design mitigation strategies to protect brand standards.
Serve as the primary insights partner and liaison between external channel partners and internal teams (e.g., Field Operations, Marketing, Supply Chain), ensuring alignment on goals, performance expectations, and improvement plans.
Influence partner behavior and internal priorities through data-driven recommendations and structured action planning.
Drive alignment across teams by synthesizing insights into clear, compelling narratives for leadership and stakeholders.
Lead the development of performance action plans in response to partner feedback, SLA gaps, or emerging risks, ensuring clear ownership, timelines, and measurable outcomes.
Track execution progress and hold stakeholders accountable to commitments, adjusting strategies as needed to deliver results.
Contribute to departmental planning by identifying resource needs, prioritizing work, and aligning initiatives to strategic objectives.
Establish best practices for insights generation, reporting, and stakeholder communication across the function.
Coach and mentor team members or peers on analytical thinking, insight development, and effective stakeholder engagement.

Benefits

Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)
Up to 4% company match into 401(k) and contributions into your company-sponsored pension
$75/month budget to help prioritize your physical wellbeing
$80/month stipend to subsidize connectivity costs
Mental health resources including free 1:1 therapy, coaching sessions and digital resources
Supportive leave policies
Flexible Time Off Policy in addition to 9 Company Holidays
Tuition reimbursement up to $5,250 per year to further your personal educational advancement desires
Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team
Various corporate perks and discounts