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.
- 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.
- 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.
Estimated Pay Range: $180,000 - $220,000 per year salaried*
*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.
- 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.
Extend CCPA HR Notice
What We Do
Extend allows any merchant to offer extended warranties and protection plans through our easy-to-integrate APIs or pre-built eCommerce applications. We power extended warranties both online and offline while also providing consumers with a modern, digitally native experience that eliminates the issues customers face today with legacy offerings.