SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (The Home Depot, Amazon, Walmart, Softbank, JB Hi-Fi, The Good Guys, Telenor and many more), consistently win industry awards, have received tens of thousands of 5-star reviews… and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco, London, Tokyo and Melbourne. We are rapidly expanding in Europe and Asia Pacific.
Job DescriptionAs a Repair Operations Analyst you will own the day‑to‑day data, billing and performance insight that keeps SquareTrade’s Australia‑wide repair partner network running efficiently. You will reconcile invoices, build performance dashboards, surface cost‑saving opportunities and communicate directly with partners to resolve billing queries and close KPI gaps. The role blends practical operational administration with hands‑on analytics, giving you a clear line of sight to financial impact and network growth decisions.
Flexibility:
The ideal candidate would be based in Melbourne, Australia available ASAP and be in the office 2-3 days per week (Tuesdays and Thursdays as a minimum). Aside from these requirements, we generally work flexibly and are open to flexible arrangements.
Why this role exists:
SquareTrade works with a nationwide portfolio of independent repair partners to serve warranty claims for retailers such as JB Hi‑Fi and The Good Guys. Your mission is to turn the numbers behind those repairs into clear actions that cut costs, lift KPIs and guide where we grow next.
What you’ll do:
- Provide ongoing analytics in relations to repair network performance.
- Identify cost saving opportunities.
- Build regular Power BI / Excel dashboards on turnaround time, first‑time‑fix, BER and CTS.
- Monitor the shared Repair‑Ops inbox; triage partner emails and route internally when needed.
- Engage with partners and vendors on billing discrepancies, KPI results or process changes.
- Own the calendar of recurring partner reports and ensure on‑time delivery.
- Investigate performance swings and surface root causes for Operations leadership.
- Map claim volumes versus partner capability to spot coverage gaps.
- Recommend onboarding new partners or capability upgrades where needed.
- Identify gaps in process between SquareTrade and partners
- Capturing and recording repair costs to enable accurate reporting and auditing.
- Prepare monthly reporting on key network performance against targets.
- Package insights into crisp, executive‑ready summaries for stakeholders
- 1–3 years in an analytical or operations‑administration role.
- Advanced Excel (Power Query, pivots) and beginner‑intermediate Power BI.
- Comfort managing shared inboxes and drafting professional partner emails.
- Experience with basic invoicing workflows or ERP tools is a plus.
- Sharp eye for anomalies in large datasets and the story behind the numbers.
- Clear, concise written communication.
Our Core Values:
- Customer Obsessed: treat every customer as if you were that customer
- Innovate: never stop asking how we can do things better
- Be an Entrepreneur: use resources wisely. Creativity, smart execution, & long-term thinking are free.
- Make an Impact: be passionate about what you do. Make a difference. Get stuff done.
- People Come First: Hire the best. Then respectfully challenge them to do their best.
- Integrity: be honest, be humble. Be you. With our customers, clients, competitors and each other.
Benefits of Joining SquareTrade:
- Paid volunteer day and community involvement.
- Monthly allowances for phone/internet, wellness, and professional development.
- Access to comprehensive mental health resources.
- Inclusive hybrid work model, with a one-off $750 home office set-up allowance.
- Regular company socials to celebrate our collective achievements.
Ready to Make an Impact with SquareTrade? We are proud to be an Equal Employment Opportunity employer, promoting diversity and inclusivity in the workplace. We invite applications from all qualified candidates, regardless of race, gender, age, religion, disability, sexual orientation, or any other status. Join us in making a difference.
The Team: http://www.squaretrade.com/leadership
Thank you for your interest in a career at SquareTrade. Throughout your job search, please be mindful of recruitment fraud.
