Channel Insights Manager

Company Description

SquareTrade, Inc. d/b/a Allstate Protection Plans ("SquareTrade") is one of the fastest-growing companies in its industry. We're transforming a $30B market through service innovation and an unwavering focus on customer satisfaction. Our partners include some of the world's most recognized retailers and carriers-Walmart, Target, Amazon, Costco, and The Home Depot, to name a few. We consistently earn industry awards, have tens of thousands of 5-star reviews, and we're just getting started.

As part of the Allstate family, SquareTrade has headquarters in the Bay Area and London, and we're expanding rapidly across Europe and Asia Pacific, including Japan, Australia, Korea, and Thailand.

Job Description

We are seeking a strategic, data-driven Channel Insights Manager to join our Operations and Supply Chain organization. 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. Operating at a Functional Manager level, this role is responsible for delivering against departmental objectives, influencing cross-functional priorities, and guiding decision-making through advanced analytics, structured problem-solving, and stakeholder partnership.

What You'll Be Doing:

Performance Insights & Business Ownership:

• 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.

Strategic Problem Solving & Continuous Improvement:

• 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.

Partner & Cross-Functional Leadership:

• 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.

Action Planning & Execution:

• 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.

Functional Leadership & Capability Building:

• 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.

Qualifications

• 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, GitHub 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

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

SquareTrade estimates the possible base compensation for this role, if hired in the U.S, to be in the range: $109K-$140K

SquareTrade/Allstate Protection Plans 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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