Smart AutoCare · 5 months ago
Director of Auto Warranty Claims
Richardson, TX
Contract
Onsite
Director/ExecutiveSmart AutoCare is seeking a Director of Warranty Claims to lead and oversee the Service Contract Claims department. This role focuses on ensuring efficient claims adjudication, regulatory compliance, and enhancing customer experience while driving team performance and aligning operations with business goals.
AutomotiveCustomer ServiceProfessional Services
Responsibilities
Provide executive leadership for end-to-end service contract claims operations, encompassing Vehicle Service Contracts (VSC), Ancillary products (e.g., tire & wheel, key replacement), and Guaranteed Asset Protection (GAP)
Lead, mentor, and scale a team of managers, team leads, and adjudicators to deliver operational excellence, technical accuracy, and an exceptional customer experience
Oversee performance against key operational metrics, including claim cycle times, inventory levels, and service-level agreements (SLAs), ensuring efficiency, compliance, and alignment with business goals
Manage departmental budget and resource planning, including staffing models, expense oversight, and forecasting, to ensure cost-effective operations and strategic investment in talent and tools
Act as a senior liaison across internal partners—including Product, IT, Underwriting, Compliance, and Finance—to drive integration of claims strategy with enterprise initiatives and regulatory requirements
Drive continuous improvement by evaluating workflows, identifying opportunities for automation or system enhancements, and implementing scalable solutions to support growth
Serve as the executive escalation point for complex or high-impact claim matters, providing leadership in exception handling, policy application, and reputational risk management
Partner with Quality Assurance and Training leaders to embed operational standards, strengthen audit readiness, and ensure consistency in claims adjudication and documentation
Leverage data and analytics to monitor performance trends, assess operational health, and develop actionable insights that inform strategic planning, budget decisions, and resource allocation
Other duties and special projects as needed
Qualification
Required
Strong understanding of Vehicle Service Contracts (VSC), Ancillary products (e.g., tire & wheel, key, appearance protection), and GAP claims
Proven ability to lead and develop high-performing teams, including people leaders; sets clear expectations and drives accountability
Strong organizational skills with the ability to manage multiple priorities, workflows, and deadlines in a dynamic environment
Ability to use data and metrics to identify trends, solve problems, and support process improvements
Exceptional written and verbal communication skills; able to convey complex information clearly to all levels of the organization
Strong service orientation with a focus on delivering quality outcomes for both internal and external customers
Skilled at partnering with Product, IT, Underwriting, Compliance, and Finance to align on business goals
Experience identifying inefficiencies and implementing scalable solutions, including automation or system enhancements
Comfortable leading teams through change, including system migrations, business shifts, or organizational restructuring
Working knowledge of claims management systems, reporting tools (e.g., Excel, Power BI, Tableau), and workflow platforms
Company
Smart AutoCare
Smart AutoCare focuses on service contracts and asset protection businesses.
Founded in 1987
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Peter Masi
Chief Executive Officer
Rushi Modha
Chief Financial Officer
Company data provided by crunchbase