Senior Director of Warranty Operations

Company Overview

We are a leading technology company at the forefront of innovation, specializing in warranty processing for automotive dealerships and OEMs. Our cutting-edge proprietary software enables efficient processing of warranty claims, delivering unparalleled warranty claim results. We are seeking a proactive and tech-savvy individual to join our team as a Senior Director of Warranty Operations.

Top Reasons to Work with Us

• 100% Remote opportunity
• Competitive salary + bonus
• Free employee health insurance
• 401K with employer match
• Chance to work with first-of-its-kind AI/ML technology
• Awesome company culture that is flexible, humble, and kind, where input is valued and teams are supportive

Position Purpose

The Senior Director of Warranty Operations is responsible for overseeing the day-to-day operations of the Warranty team, driving operational excellence, ensuring client satisfaction, and leading a team of professionals that deliver accuracy and efficiency by leveraging our technology. The ideal candidate is a strategic leader with deep expertise in dealership service operations, excellent leadership capabilities, and a proven track record of delivering measurable results in a high-growth and complex operational environment. In this role, you will also collaborate with internal departments to ensure smooth service integration of WarrCloud's software and adherence to OEM, DMS, and WarrCloud's standards and policies.

What You Will Be Doing

• Serve as a Dealership Operations subject matter expert.
• Lead various brands within the Warranty Operations team.
• 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.
• Ensure team members 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 (as needed).
• Demonstrate a service culture that prioritizes customer satisfaction.
• Model, train, and coach expectations to deliver the service standard.
• Participate in the recruitment process.
• Assessing, building, and sustaining a high level of team expertise, ensuring a 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 support for client escalations from Warranty Administrators.
• Managing scheduling of PTO and ensuring there is coverage/backup on all teams.
• Provide oversight and knowledge of the accounts within your team and escalate to and partner with Customer Success to control preventable churn.
• Review and approve EOM billing at the beginning of each month.
• Review and approve 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

• Multi-dealership Fixed Operations and/or Warranty Processing experience.
• Proven and effective experience leading large teams of 100+ team members.
• A passion for leading people.
• Empathy for customers and the ability to maintain a professional demeanor under challenging conditions.
• Strong communication skills and professional writing skills.
• Solution-oriented approach.
• Strong sense of self-awareness and people management skills.
• Technology skills to utilize the WarrCloud Platform, various DMS systems, and OEM-based software.

Benefits

• As a valued employee, you will be able to enroll in benefits immediately upon hire that takes effect the first day of the month following your start date.
• Free employee health insurance.
• Generous Paid Time Off.
• 401k with employer match.
• We recognize 10 major holidays per year.