SquareTrade

Strategy

• Analyze fraud vectors across SquareTrade's platform including both first party and third party fraud types to develop strategies that identify the bad actors and improve the experience
• Develop and maintain metrics and KPI’s that measure risk mitigation strategies and communicate progress to key stakeholders and leadership
• Own and drive the fraud rule lifecycle for assigned areas, including opportunity identification, business case development, strategy design, testing, deployment, monitoring, and ongoing optimization
• Evaluate existing rules and controls for overlap, effectiveness, operational impact, and opportunities to simplify or strengthen coverage
• Partner with Fraud Operations to support alignment on policies, procedures, and investigative practices while helping address operational challenges
• Contribute to cross-functional projects supporting fraud prevention and business growth while balancing customer experience and operational efficiency
• Influence stakeholders across the organization to prioritize and implement fraud mitigation strategies that balance risk reduction, operational efficiency, and customer experience
• Utilize large amounts of complex data with data-driven analytical techniques to monitor customer behaviors and detect trends in fraudulent activity, and develop strategies to mitigate risk and improve customer experience
• Proactively identify new opportunities and strategies to strengthen controls, processes, and systems
• Partner with internal teams and third parties to monitor risk trends, apply industry best practices, and ensure compliance and regulatory obligations

Fraud Strategy Lead

• Develop and execute fraud risk strategies to mitigate fraud risk
• Analyze fraud vectors and develop strategies that identify bad actors
• Own and drive the fraud rule lifecycle for assigned areas
• Utilize data-driven analytical techniques to monitor customer behaviors
• Partner with internal teams and third parties to monitor risk trends

Account Manager

• Partner closely with leaders across Supply Chain, Customer Experience, Finance, Legal, and other cross-functional teams to evaluate supplier performance, identify strategic opportunities, and lead initiatives that strengthen supplier capabilities and business outcomes.
• Apply advanced analytical techniques and market insights to solve complex supplier and operational challenges, translate findings into actionable recommendations, and drive implementation across multiple stakeholders.
• Balance competing priorities, influence decision-making, and align supplier strategies with broader organizational objectives.
• Lead complex sourcing and supplier selection initiatives, including RFP/RFQ processes.
• Develop supplier performance frameworks and scorecards.
• Identify opportunities to improve operational efficiency and service quality.
• Provide strategic recommendations to senior leaders.
• Oversee critical supplier relationships, evaluate risks and opportunities across the supplier ecosystem, and influence long-term supplier strategies that support business growth and operational excellence.

Senior Analyst, Supplier Partnerships

Analyst

• Support service strategy and innovation initiatives within our Operations and Supply Chain organization
• Identify unmet customer and partner needs, evaluate new service opportunities, and shape concepts that improve customer experience while reducing service costs
• Lead end-to-end innovation workstreams, translating early 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 clear, actionable recommendations

Senior Analyst, Service Experience Optimization

Operations

• Manage team performance by setting expectations, monitoring results, and providing ongoing coaching and feedback.
• Support hiring, onboarding, scheduling, and resource allocation to ensure appropriate coverage and service continuity.
• Execute team objectives by balancing priorities, resolving operational issues, and delivering against service and quality targets.
• Oversee day-to-day support operations, including ticket queues, workflow management, and adherence to SLAs.
• Serve as escalation point for operational and technical issues, coordinating resolution within established processes.
• Monitor performance metrics and dashboards to identify trends, risks, and areas for improvement.
• Lead continuous improvement efforts, including process enhancements, knowledge sharing, and adoption of tools, automation and AI support.
• Partner with leadership and external stakeholders to provide input into operational planning, service improvements, and new service offerings.
• Communicate priorities, policies, and performance updates to ensure alignment and accountability across the team.
• Support onboarding, training, and development initiatives to build team capability and performance.
• Ensure consistent execution of operational processes, tools, and workflows to improve efficiency and service outcomes.
• Collaborate with internal partners to address support challenges and enhance service delivery.
• Serve as a point of contact for escalations and support operational processes and coordination with partner teams.

Manager, Cloud Support Operations

Manager

• Assign and monitor team workload against established KPIs on a day-to-day basis, ensuring team goals are met and operational standards are consistently achieved
• Provide coaching, guidance, and support to team members to improve performance and build capability based on established procedures.
• Provide support and guidance for annual training, certifications, or other technical skill sets required to support the Cloud Services environment.
• Promote SquareTrade’s core values and reinforce a positive, accountable team culture through consistent frontline leadership
• Act as an escalation point for routine team issues, providing real-time support and resolving operational or customer challenges, escalating more complex issues as needed
• Provide input to leadership on system, workflow, and process improvement opportunities to support team efficiency
• Develop and manage Development Action Plans for team members based on KPI performance and customer feedback, supporting ongoing performance management
• May need to work various shifts depending on company need

Team Manager

• Support service strategy and innovation initiatives within Operations and Supply Chain organization
• Identify unmet customer and partner needs, evaluating new service opportunities
• Shape concepts that improve customer experience while reducing service costs and supporting business growth
• Lead end-to-end innovation workstreams, translating early 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 clear, actionable recommendations

Senior Analyst, Service Strategy – Innovation

Business Analyst

• Lead deep-dive analyses into customer experience drivers (e.g., NPS, CSAT, CES), independently identifying root causes and delivering actionable recommendations to improve outcomes.
• Own end-to-end tracking and monitoring of system defects and operational issues; proactively communicate insights, risks, and progress to stakeholders and leadership.
• Partner cross-functionally with Product, Operations, Supply Chain, and other business units to assess the impact of operational changes and ensure appropriate measurement frameworks are in place.
• Identify emerging trends and systemic issues across categories, synthesizing data from multiple sources to surface insights that may not be visible within individual functions.
• Translate ambiguous business problems into structured analyses, defining hypotheses, metrics, and data requirements to inform decision-making.
• Influence prioritization and solution design by presenting clear, data-driven insights to diverse audiences.
• Drive continuous improvement initiatives by recommending process, produce or policy changes based on insights.
• Contribute to project scoping and execution of large-scale or cross-functional initiatives, ensuring alignment to business objectives.
• Support development of analytical best practices and may provide informal guidance or mentorship to junior analysts

Customer Insights Analyst

• Help scale AI-enabled business process automation across Allstate Protection Plans.
• Work at the intersection of operations, data, and technology, partnering closely with business teams and technical counterparts.
• Manage complex workstreams end-to-end (from process discovery and solution design through testing, deployment support, and iteration).
• Contribute to scalable automation solutions that improve efficiency, accuracy, and control.
• Apply strong judgment to solve ambiguous problems while aligning with broader team objectives.

Automation Solutions Analyst

• Own end-to-end channel performance insights, including monitoring and analyzing SLAs, operational KPIs, and partner scorecards to ensure consistent performance against expectations.
• Translate data into actionable insights that inform business decisions, including 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 across internal and external stakeholders.
• 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 (e.g., Field Operations, Marketing, Supply Chain), ensuring alignment on goals, performance expectations, and improvement plans.
• 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, ensuring clear ownership, timelines, and measurable outcomes.
• Track execution progress and hold stakeholders accountable to commitments, adjusting strategies as needed to deliver results.
• 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.

Fraud Strategy Lead

Fraud Strategy Lead

Fraud Strategy Lead

Fraud Strategy Lead

Fraud Strategy Lead

Senior Analyst, Supplier Partnerships

Fraud Strategy Lead

Senior Analyst, Service Experience Optimization

Manager, Cloud Support Operations

Team Manager

Senior Analyst, Service Strategy – Innovation

Customer Insights Analyst

Automation Solutions Analyst

Customer Insights Analyst

Channel Insights Manager