Manager, Business Strategy and Operations
About The Position
The Manager, Business Strategy and Operations helps shape how SquareTrade’s service evolves by turning customer needs, market shifts, and business realities into strategies and experiences worth building. The role brings structure to ambiguous questions, connects insights to action, and works across teams to move promising ideas from possibility to evidence-backed decisions. The portfolio will evolve as business priorities and opportunities 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 operates with significant autonomy while partnering across the business, moving between strategic work and execution. Leadership is exercised through ownership, judgment, cross-functional influence, and the ability to turn complex questions into decisions and action. Success means making better-informed choices about where service can create value for customers, partners, and the business; testing promising ideas; stopping or reshaping ideas that lack evidence; and providing leaders with clearer evidence for investment and roadmap decisions. The role also helps establish a repeatable capability for finding, testing, and advancing service ideas.
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 to bring 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.
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 tools such as Tableau, Power BI, or Python; these tools are helpful but not required.
Responsibilities
- Bring customer, partner, market, competitive, operational, and financial evidence together to develop recommendations for evolving service strategy.
- Identify potential ways to improve or reinvent service, frame them as clear opportunities, 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 by evaluating customer and partner value, growth potential, economics, feasibility, and implementation requirements.
- Translate opportunities into concepts, hypotheses, experiments, pilots, success measures, and decision criteria.
- Work across teams to advance validated concepts toward launch while preserving the customer problem, intended value, and measures of success.
- Provide senior leaders with clear recommendations about what to do, supporting evidence, and relevant trade-offs.
- Help develop repeatable practices for identifying, testing, and advancing ideas.
- Partner across the business, challenge thinking constructively, and build momentum around promising opportunities.
- Move between strategic framing and execution, including customer research, business-case assessment, concept development with Product and Technology, and leadership decisions about whether ideas are ready to advance.
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 paid time off program and 9 paid company holidays.
- Tuition reimbursement up to $5,250 per year.
- Hybrid work arrangements with regular 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
