Operations Manager

Operations Manager

SquareTrade is the fastest growing partner in the global device protection market, and we work with many of the world's largest operators, retailers and manufacturers. Our obsession with putting the customer first, from our transparent T&Cs to our better products, always available online claim filing and our flexible resolution options, are all underpinned by our exceptional team. This is the secret behind how we've continued to shake up the industry. We are the ones transforming a "bad" service category into something that empowers people to take care of the things that keep life running smoothly. Together, we're united by the same end goal: to completely change what people expect from an insurance plan.

We now protect over 140 million devices globally and work across Europe, with partners including Apple, T-Mobile and Telenor. We have been first to market with several key innovations, including fully digital claims, choice of resolution option, next day exchange and same-day services via local and on-site repair. Our European ambition continues to grow as we step into new sectors including B2B, CE insurance and trade in products.

Job Description

We are looking for an Italian-speaking and results-oriented Ops Manager to lead and optimize our relationships with third-party vendors across Southern Europe, focusing on our consumer electronics insurance and repair services. This role is key to ensuring our repair network delivers consistent, high-quality service that meets our policyholders' expectations and supports operational efficiency. This role will require travel to Italy for 1-2 days, initially monthly but reducing to quarterly over ~1 year.

Key Responsibilities

• Vendor Network Oversight: Manage and grow relationships with electronics repair centers, primarily across Italy and other key markets. Act as the operational lead and escalation point for vendor-related issues.
• Performance & Quality Management: Define and monitor vendor KPIs including repair turnaround times, customer satisfaction, SLA adherence, and cost control. Drive continuous improvement through regular performance reviews and corrective actions.
• Contract & Compliance Management: Collaborate with procurement and legal teams to manage contracts, negotiate terms, and ensure vendor compliance with company policies, regulatory requirements, and service level agreements.
• Process & Workflow Optimization: Work closely with claims, customer support, and IT teams to streamline vendor-facing operations, from work order routing to invoicing and customer feedback integration.
• Multilingual Communication: Act as a key liaison between local vendors and internal international teams. Ensure seamless communication and alignment across language and cultural contexts.
• Reporting & Insights: Deliver regular reports on vendor performance, cost trends, and service issues. Use data to recommend improvements and support strategic decision-making.

Attributes & Profile:

• You are not afraid to roll your sleeves up: You are happy to jump into challenging situations and find solutions. You love being the go-to person for getting things done.
• Ambitious: You'll go above and beyond to get results (and you're able to motivate others to do the same!).
• Intellectually curious and detail-oriented: You're passionate about asking questions, quickly ramping up, and remaining agile as you receive feedback from business owners.
• Meticulous: Details, details, details… you thrive when living in the data and are constantly sourcing for trends and anomalies.
• Collaborative: You are comfortable working with non-operations team members to agree a way forward.

Qualifications

• Excellent academics and a 2:1 degree or above.
• Fluent in Italian and English (written and spoken). Proficiency in other European languages a bonus.
• 3+ years of experience in operations, vendor/supplier management, or partner success.
• Experience working across multiple European/international markets.
• Highly numerical, able to quickly evaluate operational and commercial opportunities.
• Strong data analysis and reporting skills, ideally including working knowledge of SQL for querying and analyzing operational data.
• Exceptional communication, negotiation, and relationship-building abilities

Additional Information

Some of the benefits of working @Squaretrade include:

• Not feeling stuck! This team has exposure to many different parts of the business, making transitioning easy...we work on developing careers based on what people enjoy!
• Respect for your work-life balance
• A paid volunteer day to give back to the community

The Team: http://www.squaretrade.com/leadership SquareTrade is an Equal Opportunity Employer