Manager, Business Strategy & Operations, Repair & Replacement

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 seeking a strategic, operationally excellent leader to serve as our Manager, Business Strategy of Repair & Replacement Operations - owning the end-to-end performance of one of the most critical ecosystems in our Major Appliance business. Repair & Replacement (R&R) directly shapes our cost structure, customer satisfaction, and service reliability.  

This role is accountable forecasting the strategic direction for the function while executing operational priorities, financial performance, and continuous improvement outcomes.  This manager will lead and develop a team of individual contributors, establishing clear direction, strong performance management practices and the operational discipline needed to deliver consistent, high-quality outcomes. 

This role provides the focused strategic leadership  our organization needs to systematically improve repair and replacement outcomes, reduce cost, and deliver a more reliable, seamless experience for our customers. This Manager will translate broader organizational goals into team-level objectives and execution plans, ensuring alignment across cross-functional partners and sustained performance over time. 

Job Responsibilities: 

Business Ownership & Performance Management 

• Own the end-to-end performance of Repair & Replacement (R&R), providing strategic oversight across the full lifecycle from diagnosis to sourcing, ordering, and resolution. 
• Establish and execute against team-level goals, ensuring alignment to business priorities, financial targets, and customer experience outcomes.  
• Lead performance against key business and customer metrics, including Repair Resolution Mix, Truck Roll Success Rates, Parts Costs, Out of Stock Rate, Replacement Resolution Mix, Replacement Severity, and Replacement NPS. 
• Develop performance frameworks and reporting to monitor outcomes, proactively identify risks, and drive accountability across the team and stakeholders. 

Operational Strategy & Continuous Improvement 

• Define and execute improvements in sourcing strategy, enabling agents to use both traditional and nontraditional sourcing methodologies to reduce parts costs, improve parts stock levels, and increase ordering accuracy. 
• Identify and resolve complex operational challenges by implementing scalable solutions that improve efficiency, reduce variability, and enhance service delivery. 
• Establish and reinforce consistent standards, processes, and operational rigor across all states of the R&R lifecycle. 
• Champion a culture of continuous improvement, ensuring sustainability of gains and ongoing optimization of performance. 

Cross-Functional Leadership & Partner Management 

• Partner cross-functionally with Operations, Product, CX, Finance, and external partners to identify systemic blockers and drive solutions. 
• Strengthen distributor and replacement provider relationships to improve availability, speed, and quality in support of customer expectations. 
• Influence cross-functional priorities and decision-making through clear, data-driven insights and structured problem solving. 

People Leadership & Team Development 

• Lead, coach and develop a team of employees, translating strategic priorities into clear goals, roles, and expectations. 
• Manage team performance including prioritization, resource allocation, and delivery against objectives. 
• Foster a high-performing, collaborative team environment focused on accountability, engagement, and continuous development. 
• Provide ongoing coaching, feedback, and development planning to support individual growth and capability building. 
• Build team capabilities in analytics, operational problem-solving, and stakeholder management to strengthen overall function impact 

Qualifications

• BA or BS required; an MBA or Masters in Supply Chain, Operations, Engineering, Economics, Statistics, Data Science, Analytics, or other advanced degree from a top school is a plus. 
• 5+ years of work experience in service delivery, consulting, supply chain, supplier management, or business operations. 
• Demonstrated experienc