Sr. Manager, Service Strategy & Operations Analytics

SquareTrade•San Francisco, CA

2d•Remote

About The Position

The Operations Analytics Senior Manager will own the North America Service Strategy & Operations analytics strategy, including its multi-year vision, operating model, governance agenda, and roadmap for data, analytics, and AI-enabled decision support. The role will build scalable analytics capabilities, strengthen KPI architecture and data trust, and turn operational, customer, and financial insights into measurable business outcomes and executive recommendations. As a strategic advisor to senior leaders, this position partners across Operations, Customer Experience, Product, Engineering, and Finance to improve performance visibility, inform operating plans, and shape long-term service delivery strategy. The role leads analytics strategy and capability development; strengthens data foundations, governance, reporting, and KPI frameworks; and drives analytics, automation, and AI transformation. It is remote.

Requirements

10+ years in analytics, business operations, strategy, or related fields.
Experience leading complex analytics workstreams or functions in operationally intensive environments.
Proven ability to translate business needs into scalable analytics solutions that improve data foundations, reporting consistency, and decision support.
Track record of influencing senior stakeholders and driving cross-functional outcomes in a matrixed environment.
Strong ability to connect data, insights, operational drivers, and financial outcomes into clear, executive-level recommendations.
Strong understanding of financial drivers, forecasting, and operational performance measurement.
Experience leading enterprise analytics programs, BI ecosystems, KPI frameworks, and data management practices.
Excellent structured communication and executive storytelling, with the ability to simplify complexity and influence decisions.
Ownership-oriented leadership with a bias for action, accountability, and measurable business impact.
Comfort operating in ambiguity, setting direction, and aligning stakeholders around priorities and outcomes.
Ability to balance strategic thinking with hands-on problem solving to ensure execution quality and sustainable capability-building.

Nice To Haves

Familiarity with AI, predictive modeling, and advanced analytics use cases that improve operational decision-making and adoption.

Responsibilities

Own the North America service operations analytics vision, strategy, multi-year roadmap, operating model, governance, prioritization, and delivery standards.
Set analytics priorities that inform operating plans, strategic investments, workforce planning, service delivery, and enterprise performance objectives for senior leadership.
Build and lead Operations Analytics as an enterprise capability, including talent strategy, operating rhythms, standards, roadmap, stakeholder engagement, and capability development.
Use structured problem-solving and analytics to diagnose performance drivers, root causes, risks, and opportunities across complex operations.
Establish repeatable performance tracking and variance analysis frameworks aligned to planning cycles and leadership decisions.
Build scalable data foundations, governance standards, KPI architecture, and analytics capabilities to improve trust, access, and decision-making across operations.
Develop, coach, and grow a high-performing analytics team while establishing scalable standards and best practices.
Partner with technical teams to improve data quality, reliability, and accessibility for high-value business use cases.
Lead enterprise operational reporting, dashboarding, and technology migration with a focus on clarity, actionability, scalability, and reuse.
Identify, size, prioritize, and track opportunities to improve efficiency, reduce cost, increase productivity, mitigate risk, and enhance customer outcomes.
Partner with Finance and FP&A to align operational reporting with cost drivers, forecast assumptions, performance metrics, pricing drivers, and P&L outcomes.
Lead analytics transformation, including self-service analytics and AI-enabled decision support, by defining practical use cases, adoption paths, and scalable standards.
Expand access to high-value data, tools, and AI-driven solutions while balancing ease of use, governance, reliability, and business value.
Move the organization from static reporting to dynamic, diagnostic, forward-looking insights that support planning, prioritization, and course correction.
Build stakeholder confidence and capability in using data for day-to-day decision-making.
Partner across Operations, Customer Experience, Product, Engineering, and Finance to improve performance visibility, inform operating plans, and shape long-term service delivery strategy.

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/month budget to help prioritize 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.
Competitive PTO program with 9 paid company holidays.
Tuition reimbursement up to $5,250 per year.
Hybrid work arrangements with regular investment in team gatherings and offsites.
Various corporate perks and discounts.