• Job Description

  Req#: REF1204V

  Company Description

  SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Amazon, Walmart, The Home Depot to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews… and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London. We are currently expanding in Europe and Asia Pacific, including Japan and Australia.

  Job Description

  We are looking for a smart, driven individual to join our Business Operations team as a Senior Manager, Customer Insights to lead our Voice of the Customer (VoC) program. The ideal candidate is a highly analytical individual who will enhance and scale our VoC program, conduct customer research, develop dashboards, and derive insights through deep-dive analyses. You will be an expert on customer feedback, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT) studies, and represent this Voice of the Customer internally to drive service experience improvements. You’ll lead the implementation and adoption of a new customer feedback platform. You’ll own, analyze, and share significant customer feedback in key decision-making forums to identify and prioritize initiatives related to our customer experience. You'll manage relationships with multiple stakeholders across various departments, while inspiring the organization to listen, understand and act on customer feedback.

  What’s great about this role?

  • This role reports into the Director of Business Operations and is responsible for owning and scaling our Voice of the Customer program.
  • You’ll work on interesting problems that have a real and direct impact on our growing business and our customers.
  • You’ll get exposure to all aspects of the business - from understanding our claim process and how we interact with customers to driving key projects aimed at improving the customer experience.
  • With lots of variety in our ever-changing, fast-paced, entrepreneurial environment, we guarantee you won’t get bored.

  Qualifications

  • A BA or BS is required; an MBA (or equivalent) from a top-tier school is a plus
  • 4+ yrs. of experience in consulting, customer insights, operational improvement, and/or user experience research
  • Excellent oral and written communication skills, including Microsoft PowerPoint and Word.
  • Strong analytical skills, including advanced skills with Excel; experience with Tableau, SQL or other analytical tools a plus
  • Experience designing and analyzing customer insights research (e.g., NPS/CSAT studies) is a plus.

  You're our ideal candidate if you [are]:

  • Highly analytical: you can not only come up with an idea (the "what's"), but the "why's", "how's", and "when's", too...along with the data to back it up!
  • Incredibly detail-oriented: you like digging into how complex things work, and figuring out how to make them better
  • Scrappy: you like rolling up your sleeves and enjoy tactical execution in an entrepreneurial environment
  • Multi-tasker: you are able to juggle many tasks within a fast-paced, dynamic environment

  Additional Information

  At SquareTrade you'll have access to:

  • Robust medical, dental and vision coverage with generous employer contributions tailored for our diverse workforce
  • Inclusive fertility care plan
  • 5% company match into 401(k)
  • Open access to mental health benefits including 1:1 therapy, coaching sessions and digital resources
  • $75 monthly allowance to support self-care and well-being
  • Career experience programs, tuition reimbursement and unlimited access to online courses to support your professional growth
  • Supportive leave policies including paid parental, grieving and loss, and domestic violence protected leaves
  • Flexible paid time off plus a generous holiday schedule
  • Paid volunteer time to give back to the community
  • Hybrid work arrangements
  • $80 monthly internet connectivity stipend
  • Reimbursement for in-home office setup
  • Various corporate perks and discounts

  (California Only) Pursuant to applicable law, SquareTrade estimates the possible compensation for this role, if hired in California, to be within the following range: $100K- $150K.

  SquareTrade is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive work environment for all employees. We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status.

• About the company

  SquareTrade Inc. is an American extended warranty service provider for consumer electronics and appliances headquartered in San Francisco's SoMa district.

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