GM Supervisor, Service Delivery

Position Purpose:

The Service Delivery GM Supervisor is responsible for overseeing the day-to-day operations of the Service Delivery team, ensuring that services are provided efficiently, on time, and in line with customer expectations. This role focuses on managing team performance, optimizing processes, and resolving service-related issues. The Supervisor will also collaborate with internal departments to ensure smooth service integration of WarrCloud's software and adherence to company standards and policies.

What You Will Be Doing

• Serve as an OEM subject matter expert
• Lead a team of Team Leaders and their assigned Warranty Administrators
• Responsible for deployment and use of Technology Management products to the extent allowed by the brand (Platform, BOT Library, and Chirp)
• Responsible for oversight of the above team along with adherence to company standards for meeting content and proper recording of customer contacts within our CRM
• Maintain OEM training and/or certification if applicable
• Engage with Product Management and Development to prioritize accounts for implementation on the Platform and Chirp
• Facilitate team meetings to ensure company business items are understood.
• Participate in Kickoff and Claims Initialization meetings
• Demonstrate a service culture that prioritizes customer satisfaction
• Model, train, and coach expectations to deliver the service standard
• Participate in interviewing and selecting of new team members
• Assessing, building, and sustaining a high level of team expertise, ensuring sufficient talent pipeline for future promotions
• Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize, and coach) on critical behaviors
• Serve as second-tier support for client escalations from Warranty Administrators
• Scheduling Warranty Administrators and ensuring there is coverage/back-up
• Provide oversight and knowledge of the accounts within your team and escalate to and partner with Customer Success to control preventable churn
• Ensuring each customer account is reviewed by yourself or your Team Lead on a weekly basis to ensure currency/professional standard of service
• Verifying EOM billing at the beginning of each month
• Verifying any bonus program payouts
• Proactively coach employees as needed
• Utilize various tracking tools to ensure team members are working appropriate hours and maintaining a balanced workload across the team

Requirements

What You Need for This Position

• Prior experience as a Warranty Administrator
• A passion for people
• Empathy for customers and the ability to maintain a professional demeanor under challenging conditions
• Strong communication skills and professional writing skills
• A desire to find solutions not just identify problems
• Strong sense of self awareness and people management skills
• Awareness of the overall business and weighing decisions for the greater good vs. individual thinking
• Technology skills to utilize the WarrCloud Platform, various DMS systems, and OEM-based software

Nice to Have

• Previous management or leadership experience