Digital Protection Operations Manager

Company Description

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.

Job Description

The Digital Protection Operations Manager will lead the operational delivery and governance of SquareTrade’s 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. You’ll 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 Europe’s 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 (OSP): 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.