Channel Insights Manager

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 SquareTradeyou'llhave access to:
Medical, dental and vision coverage with network optionalityand theabilityto contribute to a savings account (HSA or FSA)
Up to 4% company match into 401(k) and contributions into your company-sponsored pension
$75/monthbudgetto help prioritize yourphysical wellbeing
$80/monthstipend to subsidizeconnectivitycosts
Mental healthresourcesincludingfree1:1 therapy, coachingsessionsand digital resources
Supportive leave policies
FlexibleTime OffPolicyinadditionto 9 Company Holidays
Tuition reimbursementup to $5,250 per yeartofurther your personal educational advancement desires
Hybrid work arrangements with regular investment in gatherings/offsitesto spend timetogether as team
Various corporateperksand 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 doesnot sponsor individuals for employment-based visas for this position.
The candidate(s) offered this position will berequiredtosubmit toa 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.
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.

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