Senior Director, Store Operations
About Extend:
Extend is modernizing the $100 billion-per-year protection plan industry using cutting-edge technology and top-notch customer service.
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.
We are a venture-backed startup in downtown San Francisco led by founders who have previously had multiple successful exits. Extend simplifies the technology stack for the product and shipping protection industries.
About the Role:
We’re looking for someone to lead our Store Operations team and drive sales and innovations into our Product Protection programs with merchant partners across North America to unlock revenue and profitable growth. If you are an innovative and analytical thinker who is both a strategist and a strong operator, this is the right role for you!
You’ll work with sales, operations, marketing, merchandising, analytics, data science and other teams to launch new partnerships and lead existing omnichannel programs while making your vision a reality.
This role is 100% remote with approximately 30% travel expected.
Why you should be excited about this opportunity:
- Reporting directly to the Senior Vice President of Growth & Strategy, you will lead the development, optimization, and scaling of Extend’s Store Operations team.
- You will work directly with some of the largest omnichannel retailers in the US and Canada and be responsible for building longterm relationships with their senior store operations leaders.
- Manage and grow our existing store operations team by establishing priorities, allocating resources, and serving as the strategic leader instituting proven best practices and playbooks.
- Lead team development and optimization strategy + ongoing growth initiatives for existing programs.
- Author long-term business plans, thinking at a deeply strategic level about optimization and growth.
- Steer excellence in the financial and operational drivers of the business.
- Identify strategic opportunities by leveraging data and performance insights.
- Manage promotional strategy and marketing development budgets.
- Oversee all processes and infrastructure related to external sales reporting, automation and delivery mechanisms.
- Collaborate and align with company-wide stakeholders to continuously drive innovation and service excellence.
Qualifications:
The ideal candidate will have a minimum of 10 years of Sales Operations experience leading teams of 10-40 people plus 10 years of Retail Operations experience preferably with experience as a key holder and district or regional manager.
Experience managing managers. You have built high performing teams that run lean and get results.
- Ability to navigate through ambiguity. You know where we need to go, but recognize it won’t always be a straight line to get there.
- Strong analytics and attention to detail. You desire to get to the lowest level of detail and analysis when thinking through growth strategies.
- You have a talent for breaking down complex problems and can translate high-level goals into relevant and actionable plans.
- Excellent verbal and written communication and presentation skills. You’ll regularly communicate and present to internal and external executives and other senior leaders.
- You have a bias towards action and can thrive in a fast environment.
- You crave accountability and want to help shape the vision, direction and success of a company.
- You have experience in complex and high-growth environments.
- You like to have fun and you're open to feedback.
Expected Pay Range: $160,000 - $200,000 per year OTE*
*The target base salary range for this position is listed above. Individual salaries are determined based on a number of factors including, but not limited to, work location and job-related knowledge, skills and experience. Incentive compensation will be provided as part of a total compensation package.
Life at Extend:
- Working with a great team from diverse backgrounds in a collaborative and supportive environment.
- 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.