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About the Role

This role is accountable for driving performance visibility, partner outcomes, and cross-functional alignment across our service and channel ecosystem. The Channel Insights Manager plays a critical role in safeguarding service level agreements (SLAs), maintaining brand health, and translating performance insights into actionable strategies that improve customer experience, operational efficiency, and partner performance.

Responsibilities

Own end-to-end channel performance insights, including monitoring and analyzing SLAs, operational KPIs, and partner scorecards.
Translate data into actionable insights that inform business decisions, identifying trends, root causes, and opportunities to improve cost, service levels, and customer outcomes.
Establish and refine performance measurement frameworks that align with organizational priorities and drive accountability.
Identify and diagnose complex operational issues impacting partner performance, brand health, or customer experience, and lead cross-functional efforts to resolve root causes.
Develop and implement scalable solutions and process improvements that enhance efficiency, reduce variability, and strengthen channel execution.
Proactively identify risks through sentiment tracking and performance analysis, and design mitigation strategies to protect brand standards.
Serve as the primary insights partner and liaison between external channel partners and internal teams.
Influence partner behavior and internal priorities through data-driven recommendations and structured action planning.
Drive alignment across teams by synthesizing insights into clear, compelling narratives for leadership and stakeholders.
Lead the development of performance action plans in response to partner feedback, SLA gaps, or emerging risks.
Track execution progress and hold stakeholders accountable to commitments, adjusting strategies as needed.
Contribute to departmental planning by identifying resource needs, prioritizing work, and aligning initiatives to strategic objectives.
Establish best practices for insights generation, reporting, and stakeholder communication across the function.
Coach and mentor team members or peers on analytical thinking, insight development, and effective stakeholder engagement.

Requirements

Bachelor’s degree with 5+ years of experience in operations, analytics, or partner/channel management
Demonstrated ability to own business performance, identify root causes, and deliver measurable improvements.
Strong understanding of operational workflows (e.g., claims/service lifecycle) and partner-driven customer experience impacts.
Advanced analytical and problem-solving skills, with experience translating data into actionable insights.
Proficiency in SQL, Tableau, Power BI or similar tools to analyze and communicate performance trends.
Proven ability to lead cross-functional initiatives and influence stakeholders without direct authority.
Strong communication and relationship management skills, with experience working across internal teams and external partners.
Ability to navigate ambiguity, prioritize effectively, and make decisions that impact team or functional outcomes.
Deep understanding of customer experience principles and brand standards
Background investigation required.
The candidate(s) offered this position will be required to submit to a background investigation.

Skills

SQL
Tableau
Power BI
Advanced analytical skills
Problem-solving skills
Communication skills
Relationship management skills

Location

Bay Area
London

Work Type

Hybrid

Experience Level

5+ years of experience
Functional Manager level

Education Level

Bachelor’s degree

Salary/Compensations

$109K-$140K

Benefits

Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)
Up to 4% company match into 401(k) and contributions into your company-sponsored pension
$75/month budget to help prioritize your 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
Flexible Time Off Policy in addition to 9 Company Holidays
Tuition reimbursement up to $5,250 per year
Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team
Various corporate perks and discounts

About the Company

SquareTrade, Inc. d/b/a Allstate Protection Plans (“SquareTrade”) is one of the fastest-growing companies in its industry, transforming a $30B market through service innovation and an unwavering focus on customer satisfaction.
Partners include Walmart, Target, Amazon, Costco, and The Home Depot.
Consistently earn industry awards, have tens of thousands of 5-star reviews.
As part of the Allstate family, SquareTrade has headquarters in the Bay Area and London, and is expanding rapidly across Europe and Asia Pacific, including Japan, Australia, Korea, and Thailand.

Equal Opportunity

SquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position.
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
For jobs in San Francisco, please click “here” for information regarding the San Francisco Fair Chance Ordinance.
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To view the “EEO Know Your Rights” poster click “here”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs.
To view the FMLA poster, click “here”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.
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.
It is the Company’s policy to employ the best qualified individuals available for all jobs.
Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited.
This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.
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