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 other 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.
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
Some of the benefits of working @Squaretrade include:
The Team: http://www.squaretrade.com/leadership
SquareTrade is an Equal Opportunity Employer
Since its entry into Europe in 2009, SquareTrade has gone live in 11 markets (UK, France, Germany, Benelux, Spain, Portugal, Austria, Finland, Denmark, Norway and Sweden) as one of the largest and fastest growing mobile and consumer electronic insurance providers in Europe. The company is revolutionising and disrupting the £2bn+ market whilst setting the service standard in Europe by creating the most consumer-centric digital protection service, obsessed with best-in-class operations and technology, hassle-free service, and driving pace and product innovation in an industry that has lagged behind others. Partners include major European telecom operators such as Magenta, 3, Telenor, YouSee, DNA and Elisa as well as leading consumer electronics retailers including Amazon, Phone House and MediaMarkt.The European Financial Control team is responsible for all accounting, tax, treasury and financial compliance activities across SquareTrade in Europe. This includes management reporting, analysis to budget, cash flow forecasting, statutory reporting and ensuring appropriate internal controls are always in place and adhered to. The European Financial Control team also takes an active part in supporting the development of the business in Europe and on-boarding of new partners.
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