Operations Manager in London

Overview

We are looking for an Italian-speaking and results-oriented Ops Manager to lead and optimize our relationships with third-party vendors across Southern Europe, focusing on our consumer electronics insurance and repair services. This role is key to ensuring our repair network delivers consistent, high-quality service that meets our policyholders’ expectations and supports operational efficiency. This role will require travel to Italy for 1-2 days, initially monthly but reducing to quarterly over ~1 year.

Key Responsibilities

• Vendor Network Oversight: Manage and grow relationships with electronics repair centers, primarily across Italy and other key markets. Act as the operational lead and escalation point for vendor-related issues.
• Performance & Quality Management: Define and monitor vendor KPIs including repair turnaround times, customer satisfaction, SLA adherence, and cost control. Drive continuous improvement through regular performance reviews and corrective actions.
• Contract & Compliance Management: Collaborate with procurement and legal teams to manage contracts, negotiate terms, and ensure vendor compliance with company policies, regulatory requirements, and service level agreements.
• Process & Workflow Optimization: Work closely with claims, customer support, and IT teams to streamline vendor-facing operations, from work order routing to invoicing and customer feedback integration.
• Multilingual Communication: Act as a key liaison between local vendors and internal international teams. Ensure seamless communication and alignment across language and cultural contexts.
• Reporting & Insights: Deliver regular reports on vendor performance, cost trends, and service issues. Use data to recommend improvements and support strategic decision-making.

Attributes & profile

• You are not afraid to roll your sleeves up: You are happy to jump into challenging situations and find solutions. You love being the go-to person for getting things done.
• Ambitious: You’ll go above and beyond to get results (and you’re able to motivate others to do the same!).
• Intellectually curious and detail-oriented: You’re passionate about asking questions, quickly ramping up, and remaining agile as you receive feedback from business owners.
• Meticulous: Details, details, details… you thrive when living in the data and are constantly sourcing for trends and anomalies.
• Collaborative: You are comfortable working with non-operations team members to agree a way forward.

Qualifications

• Excellent academics and a 2:1 degree or above.
• Fluent in Italian and English (written and spoken). Proficiency in other European languages a bonus.
• 3+ years of experience in operations, vendor/supplier management, or partner success.
• Experience working across multiple European/international markets.
• Highly numerical, able to quickly evaluate operational and commercial opportunities.
• Strong data analysis and reporting skills, ideally including working knowledge of SQL for querying and analysing operational data.
• Exceptional communication, negotiation, and relationship-building abilities

Additional Information

Some of the benefits of working @Squaretrade include:

• Not feeling stuck! This team has exposure to many different parts of the business, making transitioning easy…we work on developing careers based on what people enjoy!
• Respect for your work-life balance
• A paid volunteer day to give back to the community

SquareTrade is an Equal Opportunity Employer.

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