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About the Role

Support service strategy and innovation initiatives within the Operations and Supply Chain organization by identifying customer and partner needs, evaluating new service opportunities, and shaping concepts to improve customer experience, reduce costs, and support business growth. This is a strategy-oriented individual contributor role focused on framing complex problems, leading analysis, and developing recommendations that influence strategy and cross-functional priorities.

Responsibilities

Lead end-to-end innovation workstreams, translating insights into prioritized opportunities, pilot concepts, and implementation plans.
Partner closely with cross-functional stakeholders to frame problems, develop hypotheses, evaluate tradeoffs, and translate findings into actionable recommendations.
Identify unmet customer and partner needs.
Evaluate new service opportunities.
Shape concepts that improve customer experience.
Reduce service costs.
Support business growth.

Requirements

Bachelor’s degree (BA/BS) required; advanced degree preferred.
5+ years of experience in consulting, strategy, business operations, customer experience, service design, product operations, or a related field.
Proven ability to lead complex, cross-functional initiatives from concept through execution.
Strong experience structuring analyses, evaluating tradeoffs, and developing practical, data-informed recommendations with clear business impact.
Excellent written and verbal communication skills, including the ability to develop clear, executive-ready presentations and narratives.
Advanced proficiency in Microsoft Excel, including modeling, scenario analysis, advanced formulas, and large dataset manipulation.
Strong working knowledge of SQL for complex querying, data extraction, and validation.
Experience with data visualization tools (e.g., Tableau, Power BI) to communicate insights effectively.
Experience using Python or similar tools for data analysis, automation, or exploratory analysis.
Strong understanding of end-to-end customer journey analytics, innovation metrics, and performance measurement frameworks.
Experience applying innovation and design methodologies.
Ability to synthesize qualitative insights and quantitative data into clear, actionable recommendations.
Experience with service innovation, concept development, pilot design, or incubation work.
Background in customer experience, operations strategy, or service design.
Experience influencing cross-functional strategy or organizational initiatives.
Graduate degree in a related field.
Must submit to a background investigation.
SquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position.

Skills

Advanced analytical expertise
Strong strategic thinking
Comfort operating in ambiguous environments
Problem-solving
Ownership
Impact
Influencing direction
Structuring analyses
Evaluating tradeoffs
Critical thinking
Data analysis
Detail-oriented
Collaboration
Relationship building
Microsoft Excel
SQL
Data visualization tools (e.g., Tableau, Power BI)
Python
Customer journey analytics
Innovation metrics
Performance measurement frameworks
Innovation and design methodologies
Synthesizing qualitative insights and quantitative data

Location

Bay Area
London

Work Type

Hybrid

Experience Level

Senior
5+ years of experience

Education Level

Bachelor's degree
Advanced degree preferred
Graduate degree

Salary/Compensations

$95K-$130K

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
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 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.
Under Indiana law, it is against public policy and discriminatory for an employer to discriminate against a prospective employee on the basis of status as a veteran.
Information regarding the San Francisco Fair Chance Ordinance.
Information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.
EEO Know Your Rights poster.
FMLA poster.