Head of Operations

Job Description

About Extend

Extend is modernizing the $100 billion-per-year protection plan industry using cutting-edge technology and top-notch customer service.

Our Mission

Our technology-forward omnichannel and API-first solution allows any merchant to offer protection plans, both online and in store, while also providing a merchant's end customers with a vastly improved and modern support experience that eliminates many of the issues customers face today with legacy underwriters. More recently, Extend also launched a shipping protection solution, covering consumers in the case of lost, damaged or stolen packages. This is further expanding the company’s addressable market and value creation for merchants.

What You Will Be Doing

• Support SVP, Operations with oversight of Claims, Internal and External Contact Centers, Service Network, and Parts Procurement.
• Lead and develop Extend’s national service network ensuring breadth and depth is maintained to support over 30 product categories.
• Assess and implement processes and technology for field service management.
• Lead the continual strengthening of operations, service delivery, and enhancement of customer experience.
• Maintain relationships with outside partners and evaluate against the broader market on a regular basis. Assist in identifying and onboarding new vendors, technology, or services.
• Improve processes and corresponding metrics using a data driven approach to constantly improve customer experience and efficiencies.
• Setting and monitoring comprehensive goals for performance and growth to drive accountability and promote a culture of high performance.
• Partners with technology teams to set requirements and prioritization of our claims and field service management enablement platform while maintaining a balance of short-term needs and long-term vision and strategy.
• Oversight of customer rating and reviews of both internal metrics and external reputation sites.

What We Are Looking For

• Bachelor's degree in Business, Finance, Operations or a related field
• 15+ years of industry experience ideally as an omni-channel operations-focused professional or 5+ years at a top consulting firm.
• Large scale field service management supporting complex claims environments through multiple fulfillment methods such as: replacements, depot repair, in-home repairs, and carry in services.
• Experience managing satisfaction, severity, and quality metrics through internal KPI and service partner coaching and capacity management,
• Track record of success in building new operational processes and an ability to work through and lead in ambiguous environments of constant change.
• Strategic leader with the ability to “see around corners”.
• Identifies, diagnoses, and implements correction actions and best practices in response to our current and future opportunities.
• Experience leading and working as part of a high-performing cross functional team.
• Willingness to roll up your sleeves and fix problems in a hands-on manner when needed.
• Proven capabilities in evaluating operational opportunities and recommending impactful suggestions that lead to rapid execution. Requires a team player that effectively communicates and stakeholders from key work partners.
• Demonstrated organizational agility with experience in setting the pace for a rapidly transforming organization, an appreciation for a start-up environment is valued.
• Someone who is customer obsessed, aims high, is focused on culture, and has a “one team” mindset.

Benefits

• Estimated Pay Range: $180,000 - $220,000 per year salaried
• Competitive salary based on experience, with full medical and dental & vision benefits.
• Stock in an early-stage startup growing quickly.
• Very generous, flexible paid time off policy.
• 401(k) with Financial Guidance from Morgan Stanley.

Life At Extend

• Working with a great team from diverse backgrounds in a collaborative and supportive environment.
• A dynamic and supportive environment that encourages growth and development.