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Company

WarrCloud Inc. · 5 hours ago

Senior Director of Warranty Operations

Dallas, TX

Full-time

Remote

Director/Executive

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Responsibilities

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Warranty ProcessingFixed OperationsWarrCloud PlatformDMS SystemsOEM SoftwareProfessional WritingPeople ManagementSelf-awareness

Required

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

Free employee health insurance

401K with employer match

Generous Paid Time Off

We recognize 10 major holidays per year

Company

WarrCloud Inc.

We increase car dealership profitability by revolutionizing warranty claims processing with our first-of-its-kind cloud technology, powered by advanced machine-learning.

Founded in 2017