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.

We are looking for a smart, driven individual to join our Business Operations team as a Voice of the Customer Sr. Analyst/Manager to lead our customer experience platform management.  The ideal candidate is a highly analytical individual who will build and manage the strategic roadmap, implementation, and optimization of customer experience platforms and initiatives that ensure best-in-class customer experiences. You’ll work closely with global cross-functional teams to ensure the timely and successful launch of Voice of Customer projects.  You’ll collaborate with these cross-functional teams to identify improvement opportunities, focusing on optimizing the platform to streamline processes and utilizing problem-solving to identify solutions. You'll manage relationships with multiple stakeholders across various departments, while inspiring the organization to listen, understand and act on customer feedback.

What’s great about this role?

• This role reports into the Director of Business Operations and will be the lead for our Customer (VoC) platforms.
• You’ll be the technical expert and trusted advisor for the enterprise VoC platforms and customer feedback.
• You’ll manage, maintain, and optimize our Qualtrics platform, including user accounts, permissions, systems configurations, and data flows.
• You’ll partner with regional VoC teams to build the global platform roadmap and vision for Customer Experience solutions.
• You’ll provide technical expertise to teams, assisting with advanced survey design, logic, and automation workflows.
• You’ll continuously optimize the platform and build AI dashboards to support dynamic research and insights needs.
• You’ll train and guide users on best practices to maximize the value of Qualtrics in delivering actionable insights.
• You’ll serve as a liaison with Qualtrics support to resolve technical issues.
• You’ll provide leadership and mentorship on platform management to operations teams and partner with them to optimize surveys to gain customer insights.
• You’ll monitor system performance and identify areas for improvement to ensure a smooth experience.
• You’ll manage the implementation for platform features to ensure timely, high-quality delivery aligned with business objectives.
• You’ll coordinate with external providers to manage platform requirements.
• You’ll foster a collaborative and high-performance culture within the team.

You're our ideal candidate if you [are]:

• Customer-centric: you want to create solutions that help us improve our customer engagement.
• Technology-savvy: you enjoy optimizing use of SaaS platforms and supporting non-technical business stakeholders use technology to find solutions and optimize services
• Highly analytical: 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!
• Incredibly detail-oriented: you like digging into how complex things work, and figuring out how to make them better
• Scrappy: you like rolling up your sleeves and enjoy execution in an entrepreneurial environment
• Multi-tasker: you are able to juggle many tasks within a fast-paced, dynamic environment

• BA or BS required.
• 3+ years in an VoC/Qualtrics Platform delivery role or similar, managing experience management tools
• Preferred work experience includes top performing management consultants, banking/PE analysts, or data science / analytics in a leading tech company
• Expertise in survey design, data governance, and regulatory compliance (e.g., GDPR)
• Strong analytical skills to drive fact-based decision making
• Ability to build strong cross functional relationships and present to business leaders
• A strong record of rolling up sleeves for tactical execution
• Customer journey mapping experience a plus
• SQL / Python / Tableau skills a plus as is an MS in Operations, Engineering, Business, Economics, Statistics, Data Science, Analytics, or other advanced degree from a top school 

At SquareTrade you'll have access to: 

• Medical, dental and vision coverage with network optionality to support our dispersed workforce
• HSAs and FSAs
• Open access to mental health benefits including 1:1 therapy, coaching sessions and digital resources
• $75 monthly allowance to support self-care and well-being
• Up to 4% company match into 401(k)
• Supportive leave policies including paid parental, grieving and loss, and domestic violence protected leaves
• Paid Time Off 
• Work flexibility
• Talent shares
• Tuition reimbursement
• Learning opportunities
• Hybrid work arrangements
• $80 monthly internet connectivity stipend
• Various corporate perks and discounts

(Colorado Only) Pursuant to applicable law, SquareTrade estimates the possible base compensation for this role, if hired in Colorado, to be within the following range: 85K - 115K

The Team:  http://www.squaretrade.com/leadership   

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.  

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