Job Description

We are looking for a smart, driven individual to join our Business Operations team as a Voice of the Customer Platform Administrator 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 also collaborate with these cross-functional teams to identify improvement opportunities, focusing on optimizing the platform to 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 leads the overall management, development, and optimization of our Voice of the Customer (VoC) platforms.
• You’ll be the technical expert and trusted advisor for the enterprise VoC platforms and customer feedback.
• You’ll partner with regional VoC teams to build the global platform roadmap and vision for Customer Experience solutions.
• You’ll build AI dashboards to automate our ability to deliver insights and themes.
• 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

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 expertise (e.g., Qualtrics, Medallia, SurveyMonkey etc.) and best practices to gather feedback is required
• Customer journey mapping experience a plus
• 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
• 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

Additional Information

At SquareTrade you'll have access to:

• Robust medical, dental and vision coverage with generous employer contributions tailored for our diverse workforce
• Inclusive fertility care plan
• Upto 4% company match into 401(k)
• 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
• Career experience programs, tuition reimbursement and unlimited access to online courses to support your professional growth
• Supportive leave policies including paid parental, grieving and loss, and domestic violence protected leaves
• Flexible paid time off plus a generous holiday schedule
• Paid volunteer time to give back to the community
• Hybrid work arrangements
• $80 monthly internet connectivity stipend
• Various corporate perks and discounts

(Colorado Only) Pursuant to applicable law, SquareTrade estimates the possible 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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