Location: Knoxville, TN, or Edgewater, FL

Workplace Category: Hybrid

Travel Required: 10%

Direct Reports: Yes

Pay Range: $103,200 - $144,000

Visa Sponsorship: Applicants must be currently authorized to work in the United States. This position is not eligible for employment visa sponsorship now or in the future.

Relocation: Yes

Position Overview:

Brunswick Boat Group is seeking a highly driven, strategic, and detail-oriented professional to lead warranty service teams within a multi-brand, multi-site organization. This role is responsible for driving continuous improvement in dealer and consumer service performance and overall satisfaction.

This position leads the central warranty organization, with responsibility for analyzing warranty data and performance, managing complaint processing, governing customer and supplier claims recourse, and ensuring the effective execution of corrective actions. The role oversees and optimizes warranty-related processes while driving KPI standardization, process efficiency, and organizational transformation.

The Manager will work in close collaboration with Quality, Product Development, and cross-functional teams across all sites to maximize customer satisfaction and deliver on strategic business objectives.

Essential Functions:

Lead a central Warranty service organization

• Lead and energize - Build and sustain a high-performing, globally aligned service organization dedicated to delivering best-in-class warranty service
• Act as a trusted guide and mentor for internal warranty service teams
• Professionalize warranty service management - Define critical competencies, establish standards, and implement training programs to enhance team capabilities
• Develop talent and build clear succession plans

Execute on service strategic vision

• Support and execute the customer service roadmap, driving significant capability improvements (including goals, KPIs, and organizational implications)
• Develop strategies and lead initiatives to position Brunswick at the forefront of the industry in service levels and digital tools
• Lead system enhancements with IT and AI-driven initiatives to improve service delivery
• Advance and implement specific warranty strategies aligned with business objectives
• Develop dealer engagement and training plans to drive adoption, efficiency, and satisfaction
• Establish performance targets and monitor warranty service levels against defined KPIs

Optimize internal processes

• Standardize critical warranty service processes across brands where appropriate
• Challenge the status quo by identifying opportunities to improve processes, tools, and workflows
• Optimize the use of Salesforce Service capabilities and other strategic platforms in use or under development
• Develop and embed advanced analytics as a core capability within customer service operations

Dealer and Consumer Insights

• Lead engagement with the dealer network to identify warranty service pain points, expectations, and improvement opportunities
• Benchmark best-in-class organizations delivering superior warranty service experiences
• Identify and translate consumer expectations into actionable improvements at the brand level

Required Qualifications:

• Bachelor's degree in business administration or a related field
• Minimum of 10 years of relevant experience in customer service, IT, commercial strategy, supply chain, or related disciplines
• Proven experience leading teams and complex projects, preferably across multiple sites and functions
• Demonstrated ability to influence and lead stakeholders without direct authority
• Strong leadership, problem-solving, and decision-making capabilities
• Collaborative, empathetic, and results-driven mindset with a high level of ownership and accountability
• Excellent communication, negotiation, and stakeholder management skills

Preferred Qualifications:

• Experience with OEM marine products.
• Familiarity with Lean, Six Sigma, or continuous improvement methodologies.
• Knowledge of marine systems, components, and regulatory standards

Working Conditions:

• Hybrid work model (in-office 2-3 days per week).
• Location: Knoxville, Tennessee or Edgewater, Florida

The anticipated pay range for this position is $103,200 to $144,000, annually. The actual base pay offered will vary depending on multiple factors including job-related knowledge/skills, relevant experience, business needs, and geographic location. In addition to base pay, this position is eligible for a short-term incentive program.

At Brunswick, it is not typical for an individual to be hired at or near the top end of the salary range for their role. Compensation decisions are dependent upon the specifics of the candidate's qualifications and the business context.

This position is eligible to participate in Brunswick's comprehensive and high-quality benefits offerings, including medical, dental, vision, paid vacation, 401k (up to 4% match), Health Savings Account (with company contribution), wellbeing program, product purchase discounts and much more.