Digital Protection Operations Manager

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 *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.