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 a number of 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.
Own the day-to-day management and delivery of our Supply Chain for items sent to our repair depots in Europe. Build a strong working relationship with our network of repair and fulfilment vendors to deliver a best-in-class customer service while identifying and enacting operational improvements and expanding our capabilities where required.
Job Description
Proactively manage the relationship and performance of Repair Vendors (depot repair) including the delivery of transformational improvement within the vendors operations resulting in a better service for our customers. Where appropriate, develop relationships with new vendors to deliver on our strategic business goals and implement operational improvements. Build and maintain KPI analysis and tracking dashboards for service delivery and service costs/outcome analysis while contributing to design improvements of these tools. Provide regular on-site support to our Vendors to drive improvements in turnaround performance and develop process efficiencies. Own and manage the day-to-day Supply Chain related processes ensuring we provide the customer with a seamless claims experience, e.g. resolving client escalations, assisting vendors with unforeseen issues. Work alongside our Vendor Management team to ensure processes are consistent, scalable and optimized from both a cost and efficiency perspective across all product categories. Build a strong working relationship with our customer service, sourcing, and IT delivery teams to ensure we deliver the best outcome for customers while maintaining and improving cost efficient operations. Qualifications
Required: Customer-obsessed Focus on delivering outcomes Strong analytical skills; detail-oriented Good collaborative and interpersonal skills; team player Proactive problem solver, excited by challenges Project management and planning Experience making sense of large datasets Experience identifying and delivering operational efficiency improvements Managing operational processes Working with international, remote teams Preferred: Power BI or Tableau skills PowerAutomate, or other process automation tools Insurance or financial services background Python, data scraping capability Degree level educated Knowledge of Excel, SQL, Tableau and API integrations Knowledge of Salesforce Additional Information
Strategic thinking skills Strong collaborative and interpersonal skills Able to work independently Able to deal with all levels of the organisation A team player with a service/business enabler mentality Excellent planning and organising skills Strong written and verbal communication skills Able to interpret regulations and provide practical context Ability to build effective working relationships
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Proactively manage the relationship and performance of Repair Vendors (depot repair) including the delivery of transformational improvement within the vendors operations resulting in a better service for our customers. Where appropriate, develop relationships with new vendors to deliver on our strategic business goals and implement operational improvements. Build and maintain KPI analysis and tracking dashboards for service delivery and service costs/outcome analysis while contributing to design improvements of these tools. Provide regular on-site support to our Vendors to drive improvements in turnaround performance and develop process efficiencies. Own and manage the day-to-day Supply Chain related processes ensuring we provide the customer with a seamless claims experience, e.g. resolving client escalations, assisting vendors with unforeseen issues. Work alongside our Vendor Management team to ensure processes are consistent, scalable and optimized from both a cost and efficiency perspective across all product categories. Build a strong working relationship with our customer service, sourcing, and IT delivery teams to ensure we deliver the best outcome for customers while maintaining and improving cost efficient operations. Qualifications
Required: Customer-obsessed Focus on delivering outcomes Strong analytical skills; detail-oriented Good collaborative and interpersonal skills; team player Proactive problem solver, excited by challenges Project management and planning Experience making sense of large datasets Experience identifying and delivering operational efficiency improvements Managing operational processes Working with international, remote teams Preferred: Power BI or Tableau skills PowerAutomate, or other process automation tools Insurance or financial services background Python, data scraping capability Degree level educated Knowledge of Excel, SQL, Tableau and API integrations Knowledge of Salesforce Additional Information
Strategic thinking skills Strong collaborative and interpersonal skills Able to work independently Able to deal with all levels of the organisation A team player with a service/business enabler mentality Excellent planning and organising skills Strong written and verbal communication skills Able to interpret regulations and provide practical context Ability to build effective working relationships
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