Senior Director of Warranty Operations

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Requirements:

• Multi-dealership Fixed Operations and/or Warranty Processing experience.
• Proven experience leading teams of 100+ members.
• Passion for leading people and empathy for customers.
• Strong communication and professional writing skills.
• Solution-oriented with a strong sense of self-awareness.
• Proficiency in technology including WarrCloud Platform and various DMS systems.

Responsibilities:

• Serve as a Dealership Operations subject matter expert.
• Lead various brands within the Warranty Operations team.
• Responsible for deployment of Technology Management products.
• Ensure adherence to company standards and customer contact recording.
• Maintain team training and certification compliance.
• Engage with Product Management for account implementation.
• Facilitate team meetings to communicate business items.
• Demonstrate a service culture prioritizing customer satisfaction.
• Model and coach team expectations for service standards.
• Participate in recruitment processes and talent development.
• Lead a culture of accountability through performance management.
• Support client escalations from Warranty Administrators.
• Manage scheduling of PTO and team coverage.
• Review and approve billing and bonus program payouts.
• Proactively coach employees and monitor workloads.