Manager, Business Strategy & Operations, Repair & Replacement

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 experience leading teams and driving performance outcomes in a complex, cross-functional environment. 
• Strong understanding of repair, replacement, supply chain, or service operations, including experience working with OEMs, Part Distributors, and Technician Networks. 
• Proven ability to own business performance, identify root causes, and deliver measurable improvements. 
• Advanced skills with strong proficiency in Excel, PowerPoint and Word are required; Intermediate knowledge of automation tools such as Power Automate; SQL knowledge is a plus. 
• Strong communication and stakeholder management skills, with the ability to influence senior leaders and align diverse teams. 
• Experience translating strategy into execution, including planning, prioritization, and monitoring results. 
• Ability to navigate ambiguity, manage competing priorities, and make decisions that impact team – and function – level outcomes. 

You're Our Ideal Candidate If You  

• Have a passion for operations with an interest in analyzing data, optimizing processes and identifying opportunities to drive product / service improvement 
• Enjoy collaborating with internal stakeholders and external partners and suppliers to deliver business outcomes 
• Demonstrate strong investigative skills to identify opportunities for improvement with minimal guidance or direction required 
• Have experience in major appliance repair 
• Are analytically minded: 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! 
• Are detail-oriented and able to juggle many tasks within a fast-paced, extremely dynamic environment 
• Are a self-starter with a continuous improvement mindset 
• Are driven to make an impact on the business 
• Are scrappy and don’t give up 
• You are an influential culture leader who inspires, develops, and scales the capabilities of a broad team while fostering alignment, accountability, and continuous improvement 

Additional Information

At SquareTrade you'll have access to:  

• 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 to further your personal educational advancement desires 
• Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team 
• Various corporate perks and discounts 

This role is a remote opportunity

SquareTrade/Allstate estimates the possible base compensation for this role, to be in the range : $105K - 140K

SquareTrade/ Allstate generally does not sponsor individuals for employment-based visas for this position. 

The candidate(s) offered this position will be required to submit to a background investigation. 

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. 

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