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- Tasks: Lead the launch and delivery of innovative Digital Protection Insurance across Europe.
- Company: Join SquareTrade, a fast-growing leader in device protection with a customer-first approach.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Be at the forefront of transforming insurance with cutting-edge digital solutions.
- Qualifications: 5+ years in customer service operations, preferably in fraud or cyber support.
- Other info: Dynamic team environment focused on innovation and customer empowerment.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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.
- 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.
Digital Protection Operations Manager in London employer: SquareTrade Europe
Contact Detail:
SquareTrade Europe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Protection Operations Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to SquareTrade. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by knowing your stuff! Research SquareTrade’s products and their impact on the market. Show them you’re not just another candidate but someone who gets their mission.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are talking about your experience and skills, the better you'll shine.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the SquareTrade team.
We think you need these skills to ace Digital Protection Operations Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Digital Protection Operations Manager role. Highlight your experience in customer service operations, especially in fraud prevention and insurance claims. We want to see how your skills align with our mission at SquareTrade!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about digital protection and how you can contribute to our team. Be sure to mention any relevant experience with cyber theft or identity protection – we love a good story!
Showcase Your Analytical Skills: Since this role involves data-driven insights, don’t forget to highlight your analytical abilities. Share examples of how you've used data to improve operations or customer outcomes in previous roles. We’re all about making informed decisions at SquareTrade!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, you’ll find all the details you need right there!
How to prepare for a job interview at SquareTrade Europe
✨Know Your Stuff
Make sure you have a solid understanding of digital protection, identity theft, and cybercrime. Brush up on relevant laws and regulations in Germany, as well as the fraud prevention processes that SquareTrade values. This knowledge will help you answer questions confidently and show that you're serious about the role.
✨Showcase Your Experience
Prepare to discuss your past experiences in customer service operations, especially if you've worked in fraud operations or insurance claims. Use specific examples to illustrate how you've managed outsourced service providers or improved operational processes. This will demonstrate your capability to lead and innovate in this new role.
✨Emphasise Collaboration Skills
Since the role involves working closely with Outsourced Service Providers, be ready to talk about your teamwork and stakeholder management skills. Share examples of how you've successfully collaborated with others to achieve common goals, particularly in fast-paced environments.
✨Data-Driven Mindset
SquareTrade values data-led insights, so come prepared to discuss how you've used data to drive improvements in your previous roles. Whether it's through performance tracking or customer feedback, showing that you can leverage data effectively will set you apart from other candidates.
