Manager, Business Strategy and Operations
About The Position
As Manager, Business Strategy and Operations, you will help shape how SquareTrade’s service evolves by turning customer needs, market shifts, and business realities into strategies and experiences worth building. You will identify opportunities, bring structure to ambiguous questions, and move promising ideas from exploration to evidence-backed decisions. This is a strategy and innovation role rather than a traditional project-management or analytics-support position. You will develop a point of view on service strategy, assess which opportunities merit investment, design experiments and pilots, and help validated concepts move toward launch. You will advise senior leaders and work across teams, connecting customer and partner value with growth potential, economics, feasibility, and operational realities. The portfolio of work will evolve as business priorities change. This is a senior individual-contributor role with broad program and functional leadership responsibility, but no direct reports or formal personnel-management authority. The role offers substantial autonomy and requires close cross-functional partnership, moving between strategic framing and execution. SquareTrade offers hybrid work arrangements.
Requirements
- Bachelor's degree or equivalent practical experience.
- Typically 10 or more 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 not obvious.
- 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.
- Ability to connect customer insight, market context, financial thinking, and operational realities.
- Ability to influence executives and working teams through judgment, clarity, and credibility without formal authority.
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 shape service strategy.
- Identify opportunities to improve or reinvent service and determine which are worth pursuing.
- Turn broad or unresolved questions into a practical path forward, including learning agendas, analysis, stakeholders, decisions, and next steps.
- Build investment cases by weighing customer and partner value, growth potential, economics, feasibility, and implementation needs.
- Design concepts, hypotheses, experiments, pilots, success measures, and decision criteria to evaluate opportunities.
- Work across teams to move validated concepts toward launch while preserving the customer problem, intended value, and success measures.
- Provide senior leaders with clear recommendations, supporting evidence, and relevant trade-offs.
- Build repeatable ways to find, test, and advance service ideas.
- Own complex cross-functional work and drive it toward tangible decisions and outcomes.
- Partner across the business, including with Product and Technology, to create momentum around promising opportunities.
Benefits
- Medical, dental, and vision coverage with network optionality and the ability to contribute to an HSA or FSA.
- Up to 4% company match into a 401(k) and contributions into a company-sponsored pension.
- $75 per month budget to support physical wellbeing.
- $80 per month 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 with 9 paid company holidays.
- Tuition reimbursement up to $5,250 per year.
- Hybrid work arrangements and investment in team gatherings and offsites.
- Corporate perks and discounts.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
