Job Type

Full-time

Description

We9re looking for a driven and experienced leader to take ownership of our Warranty department and elevate the post-installation customer experience across all Wedgwood locations.

This role is ideal for someone who thrives in a fast-paced, operational environment where leadership, accountability, and customer satisfaction are at the center of everything they do. You9ll have the opportunity to shape processes, develop high-performing teams, and directly impact the homeowner experience across multiple markets.

If you9re passionate about leading people, improving systems, and delivering operational excellence, this is a chance to make a meaningful impact in a growing organization.

What You9ll Do

As the Warranty Manager, you will lead and develop the warranty team while ensuring homeowners receive timely, high-quality service after installation. You will oversee daily operations, drive process consistency, and ensure strong coordination between service, installation, and operations teams.

You9ll be responsible for:

• Leading, coaching, and developing the Warranty team to meet performance and service goals
• Managing warranty scheduling, workload, and service pipeline to ensure timely resolution
• Overseeing post-installation homeowner support and escalated service issues
• Standardizing and enforcing warranty processes across all locations
• Driving accountability, accuracy, and efficiency within the team
• Training team members on systems, processes, and customer experience expectations
• Managing speed-to-lead response times and service timelines
• Ensuring timely completion of service requests and days-to-completion targets
• Partnering with Installation Managers to align field execution and service delivery
• Driving accurate service billing and supporting revenue capture
• Promoting a consistent, customer-first culture across all service interactions
• Ensuring compliance with LSWP requirements for applicable homes (pre-1978)
• Traveling as needed to support operations in WA, ID, and CA

Leadership & Team Development

• Coach and develop team members through ongoing feedback, training, and performance management
• Conduct skill development sessions, including role-playing and process reinforcement
• Manage team scheduling and PTO to ensure consistent service coverage
• Align staffing levels with business demand and service volume
• Build a high-performance, accountable, and customer-focused team culture

What We9re Looking For

We9re looking for a strong operational leader who can balance people leadership with process discipline and customer experience.

You9ll be a great fit if you have:

• Experience leading service, warranty, operations, or customer experience teams
• Strong leadership, coaching, and team development skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational and process management abilities
• Experience working cross-functionally with operations or field teams
• Data-driven mindset with focus on accuracy and performance metrics
• Strong communication and problem-solving skills

Performance Expectations

• Maintain Service NPS of 75+ through strong leadership and customer focus
• Achieve 99% accuracy in service parts ordering and execution
• Maintain 95% field completion accuracy (FTT)
• Ensure timely movement and resolution of all service requests
• Improve first-time resolution through tools and process enhancements
• Build strong cross-functional alignment across all locations

Ideal Candidate

You take ownership, lead by example, and hold high standards for both people and process. You9re calm under pressure, highly organized, and focused on continuous improvement. Most importantly, you understand that great warranty service is a critical driver of customer satisfaction and long-term brand trust.

What We Offer

• $80,000-$90,000k annually
• Medical, dental, and vision insurance
• Life and AD&D insurance
• Disability insurance
• Identity theft protection
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• 401(k)
• PTO and sick time
• Paid holidays plus a flex holiday
• Employee discounts on products, travel, electronics, restaurants, and more

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Salary Description

$80,000-$90,000k annually