Digital Protection Operations Manager

SquareTrade is the fastest growing partner in the global device protection market, working with many of the world’s largest operators, retailers and manufacturers. Our obsession with putting the customer first, from our transparent TCs to our better products, always available online claim filing and our flexible resolution options, are all underpinned by our exceptional team. We are 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.

This role 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. The product will launch first in Germany, so a strong grasp of German fraud prevention processes, cybercrime reporting pathways, and key public sector and consumer protection bodies is required. 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 long-term growth.

Responsibilities

• 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.
• Collaborate with Outsourced Service Partners (OSPs) to support Claims & Customer Service activities, including product support, monitoring alerts, alert triage, restoration and reimbursement.
• Conduct SLA/KPI governance, performance reviews, calibrations, workforce management planning and operational improvement programmes.
• Support forecasting and planning to ensure cost-effective operations and high-quality customer outcomes.
• Maintain a robust QA framework across frontline and specialist teams; ensure alignment with regulatory expectations for the Digital Protection Product.
• Manage escalations and ensure good customer outcomes in line with the product coverage.
• Oversee the OSPs training programme delivery and maintain an up-to-date knowledge base; ensure agent competency is regularly validated.
• Develop and maintain dashboards tracking operational performance; provide insight-led updates and recommendations to senior leadership and insurer partners.
• Collaborate with Product, Technology and CRM teams to optimise the customer and agent experience.
• 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 cybertheft 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 in customer service operations with preferred experience in identity protection, fraud operations, insurance claims, or cyber support.
• Preferred: direct experience 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 education.
• Additional qualifications in fraud, cyber security, financial crime, insurance or data protection desirable.

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. SquareTrade is an Equal Opportunity Employer.