Program Manager, Customer Insights

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 Program Manager, Customer Insights to lead our customer experience strategic efforts.  The ideal candidate is a highly analytical individual who will manage the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience. You’ll define and drive implementation strategy and requirements, build project roadmaps, and work closely with cross-functional teams to ensure the timely and successful launch of the projects.  You’ll also collaborate with these cross functional teams to identify improvement opportunities, focusing on streamlining processes and utilizing problem-solving to identify solutions. 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 improving the customer experience.
• You’ll work on interesting problems that consider trade-offs between cost, schedule, and business benefit, and ensure successful delivery of features in production that meet customer experience needs.
• You’ll map all relative touch points in the customer experience journey and identify gaps (addressing inconsistency, inefficiencies, best practices, emerging trends, etc), to create the optimal experience.
• You’ll develop and maintain system/tools and process roadmap, and become the subject matter expert in the customer experience toolset, along with policies and procedures associated with those tools.
• You’ll track the progress of the customer experience projects and coordinate efforts across the teams
• You’ll contribute to the global implementation of tools with a focus on world class support.
• You’ll actively contribute to accelerating alignment between teams in order to drive more efficient processes.
• With lots of variety in our ever-changing, fast-paced, entrepreneurial environment, we guarantee you won’t get bored.

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

Qualifications

• BA or BS required.
• 3+ years of work experience is preferred. Preferred backgrounds include top performing management consultants, banking/PE analysts, or data science / analytics in a leading tech company
• Customer experience systems and best practices
• Ability to build strong cross functional relationships and present to business leaders
• Strong analytical skills to drive fact-based decision making
• A strong record of rolling up sleeves and tactical execution
• Prior experience using any platform gathering feedback or measuring sentiment
• Customer journey mapping experience

Nice to have:

• SQL / Python / Tableau skills
• MS in Operations, Engineering, Business, Economics, Statistics, Data Science, Analytics, or other advanced degree from a top school

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
• Upto 4% 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