Manager, Business Strategy and Operations
About The Position
As Manager, Business Strategy and Operations, you will turn customer needs, market shifts, and business realities into service strategies and experiences, and help move promising ideas from possibility to evidence-backed decisions. This is a senior individual-contributor role with broad program and functional leadership responsibility, but no direct reports or formal personnel-management authority. Leadership comes through ownership, judgment, cross-functional influence, and the ability to turn complex questions into decisions and action. The scope and portfolio will evolve as business priorities change. You will shape service strategy by combining customer, partner, market, competitive, operational, and financial evidence; identify and assess opportunities; define practical paths through ambiguity; and build investment cases that weigh value, growth, economics, feasibility, and execution requirements. You will design concepts, hypotheses, experiments, pilots, measures, and decision criteria, then work across teams to move validated ideas toward launch while preserving their intended customer value and success measures. The role involves advising senior leaders, influencing working teams without formal authority, and helping develop a repeatable capability for finding, testing, and advancing service ideas. You will work with considerable autonomy and move between strategy and execution, collaborating across the business and with Product and Technology teams as needed. SquareTrade offers hybrid work arrangements.
Requirements
- Bachelor's degree or equivalent practical experience.
- Typically 10+ years of related experience in strategy, service innovation, customer experience, consulting, incubation, or a related field, or an equivalent combination of education and experience.
- Track record of owning complex work across teams, functions, or business areas and turning it into tangible decisions and outcomes.
- Experience developing strategic recommendations, business cases, experiments or pilots, roadmaps, and plans for bringing ideas to life.
- Experience advising senior leaders and driving work forward when the answer, ownership, or path is unclear.
- Strong strategic problem-solving, synthesis, executive communication, facilitation, and stakeholder influence skills.
- Advanced analytical skills and comfort using qualitative and quantitative evidence to inform business decisions.
Nice To Haves
- Experience in protection plans, insurance, repair, warranty, subscription services, or another complex service ecosystem.
- Experience with customer research, journey discovery, competitive benchmarking, opportunity sizing, or value-proposition development.
- Experience partnering with Product and Technology teams to move ideas from discovery into experimentation, MVPs, or roadmap decisions.
- Familiarity with Tableau, Power BI, or Python.
Responsibilities
- Combine customer, partner, market, competitive, operational, and financial evidence to recommend how service strategy should evolve.
- Identify and shape opportunities to improve or reinvent service, and assess which are worth pursuing.
- Turn broad or unresolved questions into practical plans, including learning agendas, analysis, stakeholders, decisions, and next steps.
- Build investment cases that assess customer and partner value, growth potential, economics, feasibility, and execution requirements.
- Translate opportunities into concepts, hypotheses, experiments, pilots, success measures, and decision criteria.
- Work across teams to move validated concepts toward launch while maintaining the customer problem, intended value, and measures of success.
- Provide senior leaders with clear recommendations, supporting evidence, and trade-offs to inform decisions.
- Develop a repeatable capability for finding, testing, and advancing service ideas.
- Influence executives and cross-functional teams through ownership, judgment, clarity, and credibility.
- Help teams clarify the problem being solved, why it matters, and what must be true for an idea to succeed.
Benefits
- Medical, dental, and vision coverage with network options and access to an HSA or FSA.
- Up to 4% company match into a 401(k), plus contributions into a company-sponsored pension.
- $75 monthly budget for physical wellbeing.
- $80 monthly stipend to subsidize connectivity costs.
- Mental health resources, including free one-to-one therapy, coaching sessions, and digital resources.
- Supportive leave policies.
- Competitive PTO program and 9 paid company holidays.
- Tuition reimbursement up to $5,250 per year.
- Hybrid work arrangements and regular team gatherings/offsites.
- Corporate perks and discounts.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
