Job Description

We are looking for a smart, driven individual to join our Business Operations team as a Program Manager, Customer Insights to lead our customer experience strategic efforts.  The ideal candidate is a highly analytical individual who will manage the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience. You’ll define and drive implementation strategy and requirements, build project roadmaps, and work closely with cross-functional teams to ensure the timely and successful launch of the projects.  You’ll also collaborate with these cross functional teams to identify improvement opportunities, focusing on streamlining 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 is responsible for improving the customer experience.
• You’ll work on interesting problems that consider trade-offs between cost, schedule, and business benefit, and ensure successful delivery of features in production that meet customer experience needs.
• You’ll map all relative touch points in the customer experience journey and identify gaps (addressing inconsistency, inefficiencies, best practices, emerging trends, etc), to create the optimal experience.
• You’ll develop and maintain system/tools and process roadmap, and become the subject matter expert in the customer experience toolset, along with policies and procedures associated with those tools.
• You’ll track the progress of the customer experience projects and coordinate efforts across the teams
• You’ll contribute to the global implementation of tools with a focus on world class support.
• You’ll actively contribute to accelerating alignment between teams in order to drive more efficient processes.
• With lots of variety in our ever-changing, fast-paced, entrepreneurial environment, we guarantee you won’t get bored.

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

• 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 tactical execution in an entrepreneurial environment
• Multi-tasker: you are able to juggle many tasks within a fast-paced, dynamic environment

Qualifications

• BA or BS required.
• 3+ years of work experience is preferred. Preferred backgrounds include top performing management consultants, banking/PE analysts, or data science / analytics in a leading tech company
• Customer experience systems and best practices
• Ability to build strong cross functional relationships and present to business leaders
• Strong analytical skills to drive fact-based decision making
• A strong record of rolling up sleeves and tactical execution
• Prior experience using any platform gathering feedback or measuring sentiment
• Customer journey mapping experience

Nice to have:

• SQL / Python / Tableau skills
• MS in Operations, Engineering, Business, Economics, Statistics, Data Science, Analytics, or other advanced degree from a top school

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Job Description

In this role, you will be at the center of an internal and external cross functional team. You’ll be responsible for delivering profitable growth for several partnerships by developing a comprehensive growth strategy. You will need to be able to bring account management skills to get work executed, as well as a strong ability to think strategically and analytically. You will also have the opportunity to participate in business development and other strategic expansion initiatives.
 This high-visibility position will play a key role in shaping and executing growth initiatives, and you'll collaborate closely with Marketing, Customer Experience, Supply Chain, Engineering and Senior Management to drive profitable growth and innovation.

What’s great about this role?

• You will have great ownership over your work with major retail / telecom partners, which will directly impact SquareTrade’s performance.
• You’ll manage the “P&L” for specific programs, with ultimate accountability for delivering on growth and innovations that matter to our customers.
• You’ll immediately have autonomy, be encouraged to gain a deep understanding of our business and bring your own ideas to the table.
• You’ll get hands-on experience in all facets of omni-channel sales and a variety of partner types including e-commerce players and OEMs.
• With lots of variety in a fast-paced, entrepreneurial environment you won’t get bored!

What does the ideal candidate look like?

• Intellectually curious and detail-oriented, you’re passionate about asking questions and understanding how things work
• Driven to make an impact on the business, you’re scrappy and willing to think outside the box.
• Ambitious, you’ll go above and beyond to get results (and you’re able to motivate others to do the same!)
• You’ll get your hands dirty…you operate both at the strategic and tactical level

Responsibility:

• Strategy Development: based on unique partner dynamics, understanding of the ecosystem, define the right set of strategies and actions to deliver the performance promises/business objectives with your partners.
• Planning: developing and aligning Joint Business Plans (JBP) & annual objectives with your partner(s) and reviewing/adjusting Quarterly in QBRs to ensure objectives are met.
• Selling & Stakeholder Management; identifying opportunities for growth, building selling stories to activate such opportunities, and aligning with the right stakeholders to achieve.
• Channel Marketing: understanding your Retailers' shoppers & path to purchase, and then partnering with Channel Marketing to deliver the best in-store and on-line solutions.
• Retail Execution: partnering with Retail Execution/Ops to influence awareness and ensure merchandising execution.
• Innovation; identify and drive new business opportunities within your business segment and in strategic objectives outside the segment.
• Conduct deep analysis and tracking of highly complex, dynamic partner environment to ensure SquareTrade maintains its competitive advantage.
• Travel - Estimated 30% travel to client sites and other locations as needed.

Qualifications

• A minimum of 5 years of work experience is required. Preferred backgrounds include management consultants or similar growth-oriented roles.
• MBA is preferred but not required
• High integrity. Hands on. Passionate. Persistent. Creative. Team player. Gets things done.
• Excellent organizational skills + superior analytical, communication, customer service and management skills
• Technology, retail, and eCommerce enthusiast

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Job Description

As a member of Fraud Strategy within the Trust & Safety department, this role is accountable for helping to ensure the business can effectively mitigate fraud risk in an ever changing and evolving environment. This role will be accountable for developing fraud strategies that meet the business’s risk appetite and impacting millions of customers globally through partnership, education, analysis, and influence.

Ultimately, the success of this role will:

• Reduce fraud losses through identification of trends and development of fraud strategies and business rules

• Improve the efficiency of fraud prevention processes

• Minimize negative customer experiences by understanding friction points and implementing technology-based solutions to manage trends

What’s Great About This Role?

• You’ll work to detect various emerging fraud patterns spanning both first and third party fraud types and develop key solutions to prevent them

• You’ll be highly visible in the organization and communicate and interact with senior leaders and executives globally

• You’ll identify and implement tools to help the organization identify and address fraud

• You’ll work on interesting problems that have a real and direct impact on the business

• You’ll tackle global issues and work on different regional fraud challenges around the world

• You’ll be part of a highly impactful team that takes ownership of projects and drives change

• You’ll support the company’s commitment to protect the confidentiality of our customer data and the integrity of our systems

• With lots of variety in our ever-changing, fast-paced, entrepreneurial org, you won’t get bored

The Opportunity:

• Analyze fraud vectors across SquareTrade's platform including both first party and third party fraud types to develop strategies that identify the bad actors and improve the experience

• Develop and maintain metrics and KPI’s that measure risk mitigation strategies and communicate progress to key stakeholders and leadership

• Coordinate and strategize with our dedicated Fraud Operations team on policies, procedures, and investigative practices

• Manage and lead strategic initiatives and projects for both fraud prevention and business growth while managing customer experience

• Collaborate cross-functionally with various teams throughout the business including product, operations, legal, analytics, compliance, and engineering to design and implement fraud detection and prevention controls and processes in support of the organization’s strategic programs and goals

• Manipulate large amounts of complex data with data-driven analytical techniques to monitor customer behaviors and detect trends in fraudulent activity, and develop strategies to mitigate risk and improve customer experience

• Proactively identify new opportunities and strategies to strengthen controls, processes, and systems

• Work with internal teams and 3rd parties to monitor risk trends, follow industry best practices, and meet all compliance and regulatory obligations

Qualifications

 You’re our ideal candidate if:

• You collaboratively work with functional groups such as Customer Service, Product Management, and Technology to build/enhance tools, data sources, system capabilities, and fraud detection methods

• You have at least 3-5 years of experience in developing strategies, policies, and procedures that direct user behavior, leveraging both internal and 3rd party capabilities, owning them end to end

• You can problem solve and have excellent analytical skills and knowledge of data abstraction (using SQL/R/SAS/Python/etc) with proven ability to process vast amounts of data into meaningful information that drive effective changes

• You can effectively interact with senior leaders and executives to present complex findings and outline progress, plans, and opportunities to address them

• You have experience with various fraud detection capabilities. Experience in fraud prevention rule management systems, device profiling, customer verification, document verification technologies is highly preferred

• You’re driven to make an impact on the business, and are willing to think outside the box

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Job Description

We are looking for a talented, energetic Database Administrator to join our DBA team. As part of a small, geographically dispersed DBA team, you'll be responsible for managing our database environment, as well as working closely with IT, Engineering, QA, Data, and Analytics teams to understand and improve processes.

Responsibilities

• Create and configure PostgreSQL database clusters 
• Create and configure cloud global database cluster on Aurora PostgreSQL
• Monitor and maintain database health and security across various environments
• Manage role-based access control at various security levels and perform periodic audits 
• Manage backup and recovery 
• Maintain disaster recovery procedures and perform periodic testing 
• Perform regular server maintenance, including upgrades with minimal downtime
• Configure, support, and monitor database replication
• Provide end-to-end technical support and problem resolution
• Assist developers with deployment process, schema design, and query optimization 
• Uphold database best practices across organization
• Write, review and optimize SQL queries
• 24x7 on-call support (in rotation) QUALIF

Qualifications

• Bachelor's degree in Computer Science or related field is highly preferred; equivalent work-related experience is acceptable
• 6+ years of database administration experience in PostgreSQL is required
• 3+ years AWS Aurora experience required
• 3+ years Terraform experience
• 3+ years writing and optimizing SQL queries
• Moderate scripting skills in the following: SQL, PL/pgSQL, BASH, Shell, Python, Ruby, Perl, etc. (bonus points if you've got them all!)
• Assist Analysts with complex SQL query optimization
• Understanding of CTE’s, window functions and aggregate functions
• Knowledge of database best practices in minimal-downtime environment
• Knowledge of entity relationship model
• Effective technical and analytical skills
• Solid written and verbal communication skills
• Ability to work independently with minimal supervision and assistance
• Expert at managing logical and physical replication
• Experience with pgBackRest, pgBouncer, HypoPG or other PostgreSQL related technologies is a huge bonus.
• Understanding of both logical and physical backup techniques
• Experience using the command line to manage the DB cluster
• Skill in cluster optimization using postgresql.conf, pg_hba.conf and pg_ident.conf a must
• Zest for learning new technologies is a must!

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