Digital Protection Operations Manager
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Job Summary
The Digital Protection Operations Manager will lead the operational delivery and governance of SquareTrades new Digital Protection Insurance product - a first of its kind blend of device protection digital monitoring and insured cover for identity and cyber theft losses.
With the product launching first in Germany the role demands a strong grasp of German fraud prevention processes cybercrime reporting pathways and key public sector and consumer protection bodies. Youll partner closely with Outsourced Service Providers to ensure every case meets high standards of quality compliance and insurer expectations.
Beyond launch this role is pivotal in scaling Digital Protection across Europe - shaping operational readiness strengthening capability and building scalable future-proof service models that underpin SquareTrade Europes longterm growth.
Job Responsibilities:
Digital Protection Services Oversight
Lead launch and BAU delivery of the operational support model for the Digital Protection Insurance product.
Ensure full compliance with insurer requirements for evidence documentation case audit trails and fraud controls.
Working collaboratively with our Outsourced Service Partner *OSPs)
Oversight of our OSPs supporting Claims & Customer Service (product support monitoring alerts support alert triage restoration and reimbursement)
Conduct SLA/KPI governance performance reviews calibrations workforce management planning and operational improvement programmes.
Supporting our Forecasting & Planning to ensure cost-effective operations and high-quality customer outcomes.
Delivering Excellent Customer Service
Support the maintenance of a robust QA framework across frontline and specialist teams.
Ensure alignment with regulatory expectations for the Digital Protection Product
Manage escalations and ensuring good customer outcomes in line with the product coverage.
Support oversight of the OSPs training programme delivery covering:
Maintain an up-to-date knowledge base and ensure Agent competency is regularly validated.
Delivering improvements through data-led insights
Develop and maintain dashboards tracking operational performance
Deliver clear insight-led updates and recommendations to senior leadership and insurer partners.
Collaborate with Product Technology and CRM teams to optimise customer and agent experience.
Supporting our strategic growth plans
Lead operational readiness for the German launch and future European rollouts.
Support feature enhancements policy wording updates insurer governance changes and digital platform improvements.
Build scalable operational models supporting long-term strategic expansion.
Qualifications :
Skills & Qualities:
Strong understanding of personal identity and cyber theft incidents and insurance case assessment.
Knowledge of fraud-prevention and public-sector reporting agencies. Ability to work with outside counsel to tailor approach to relevant market legal and regulatory environments
Ability to interpret and apply insurance policy wording in operational contexts.
Strong vendor governance stakeholder management and communication skills.
Data-driven analytical and detail-focused.
Digitally minded with experience in omnichannel support environments.
Highly organised and comfortable working in a fast-paced multi-market operation.
Experience:
5 years customer service operations with preferred experience in either identity protection fraud operations insurance claims or cyber support.
Preferred: direct experience working within or managing a fraud investigations team.
Preferred experience in operational or regulatory environments
Strong track record managing outsourced service providers.
Education:
Essential: Degree level educated (essential).
Additional qualifications in fraud cyber security financial crime insurance or data protection desirable.
Additional Information :
We work in a hybrid model: 3 days in the office 2 days from home.
All your information will be kept confidential according to EEO guidelines.
The Team: is an Equal Opportunity Employer
Remote Work :
No
Employment Type :
Full-time
Key Skills
- User Interface
- Competitive Analysis
- New Technologies
- Business developments
- Communication
- Content Management System
- Market Research
- Internet
- Youtube
- Digital Assets
- Digital strategy
- Social Channels
- Digital Forensics
- A/B Testing
- Analytics
About Company
SquareTrade, an Allstate company, is not just transforming the consumer electronics insurance space—we’re redefining it. Our award-winning customer-first mindset has made us the trusted partner of global giants like JB Hi-Fi, Amazon, Walmart, and T-Mobile. With 5-star reviews in the t ... View more
