We are seeking a strategic and operationally focused Warranty Manager to lead warranty excellence and customer satisfaction within the North America Technical Services organization. This role is responsible for shaping and executing a unified warranty strategy that integrates operational rigor, technical expertise, quality engineering, dealer support, and continuous improvement.
The ideal candidate is a strong cross-functional leader with deep warranty experience, proven program management capability, and the ability to influence engineering, quality, field operations, IT, dealer networks, and third-party partners. This leader will focus on warranty assurance, strengthening claim processes, enhancing dealer communication, and improving the overall service experience for dealers and customers.
This position requires a balance of strategic leadership and hands-on operational execution, with a strong focus on sustainable process improvements, data-driven decision-making, policy consistency, vendor performance, and customer-centric warranty administration.
Duties Include:- Develop and execute a comprehensive warranty strategy that supports business objectives, warranty excellence, dealer efficiency, and customer satisfaction.
- Lead the day-to-day activities of the Warranty Operations organization, including warranty claim adjudication, systems upgrades and maintenance, repair authorization program, warranty publications and communication, dealer reimbursement rate processing, claim and dealer corrective actions, and third party vendor performance.
- Manage all aspects of warranty claim processing, policy enforcement, dealer-facing communications, and escalation processes to ensure consistent, fair, and timely warranty decisions.
- Streamline dealer warranty claim submission and adjudication processes to reduce administrative burden, improve accuracy, and support faster issue resolution.
- Lead all aspects of warranty policy management, including budget oversight, Warranty Contact Center operations, and alignment with operational performance targets.
- Manage vendor contracts and third-party partner performance to ensure accurate claim processing, issue identification, performance coaching, and accountability to established KPIs.
- Provide expert guidance on warranty policies and procedures to internal and external stakeholders, including the global warranty organization, field teams, dealers, quality teams, and leadership audiences.
- Oversee Pre-Authorization programs for powertrain and paint/body repairs, ensuring warranty decisions are supported by sound technical review, quality input, and data feedback loops.
- Collaborate with quality engineering, technical service, field operations, and dealer support teams to identify emerging warranty trends, improve diagnostic accuracy, and implement corrective actions.
- Drive customer experience improvement focusing on Fixed First Visit (FFV) by identifying process gaps, standardizing best practices, and supporting sustainable operational improvements.
- Collaborate with Warranty Systems and ICT teams to resolve claim processing issues, improve system functionality, and support business requirements for future enhancements.
- Supervise the creation and distribution of Warranty Bulletins, Warranty Administration Manual, Warranty Training curriculum, and other internal and external facing publications to ensure clear, timely, and consistent communication.
- Develop reporting, dashboards, and business performance metrics to improve warranty visibility, identify trends, support executive decision-making, and measure operational effectiveness.
- Mentor, coach, and develop team members to strengthen technical capability, ownership, accountability, and overall performance within the Warranty Operations organization.
- Promote a culture of continuous improvement, customer focus, operational discipline, and cross-functional problem solving.
Success in This Role: - Delivers process improvements, reporting enhancements, and system solutions that increase operational effectiveness, warranty visibility, and dealer support.
- Reduces warranty cost exposure by improving claim accuracy, strengthening policy consistency, identifying trends, and supporting timely corrective actions.
- Improves claim accuracy and service experience outcomes through stronger collaboration with quality engineering, technical service, field operations, and dealer teams.
- Provides meaningful business insights through data analysis, trend identification, warranty performance reporting, and executive-level communication.
- Demonstrates strong collaboration across Mopar, dealer operations, quality, engineering, field teams, IT, and third-party partners.
- Balances daily operational responsibilities with strategic initiatives to achieve business objectives, warranty performance targets, and customer satisfaction goals.
- Builds team capability through coaching, mentoring, clear expectations, and a focus on accountability and continuous improvement.
- Communicates clearly and effectively with stakeholders at all organizational levels, including executive leadership, field teams, vendors, and dealer-facing audiences.
Basic Qualifications: - Bachelor's degree in Engineering, Automotive Technology, Data Science, Business Management, or a related field.
- Minimum 10 years of relevant experience in warranty and service operations, including leadership responsibilities.
- Proven ability to develop and execute warranty, service, or operational strategies that support business objectives and customer satisfaction.
- Demonstrated ability to lead cross-functional teams and manage complex programs across engineering, quality, field operations, IT, dealer support, and third-party partners.
- Strong understanding of automotive warranty administration, dealership operations, customer service processes, and technical service environments.
- Experience managing warranty claim processes, policy enforcement, claim adjudication, audits, or dealer-facing warranty communications.
- Strong analytical and problem-solving skills, including the ability to evaluate complex business issues, identify trends, and develop practical solutions.
- Experience developing reports, dashboards, business performance metrics, or operational reviews to support leadership decision-making.
- Strong communication and stakeholder engagement skills, with the ability to influence across all organizational levels, including executive leadership.
- Demonstrated ability to manage multiple high-impact projects in a fast-paced environment with changing priorities and deadlines.
- Strong project management and organizational skills with the ability to balance strategic initiatives and daily operational responsibilities.
- Ability to lead, motivate, coach, and develop teams.
- Strategic thinking and planning abilities with a strong focus on continuous improvement.
- Advanced proficiency in Microsoft 365 applications, including Excel, PowerPoint, and Copilot.
Preferred Qualifications: - Master's degree in Business Administration, Engineering, or a related discipline.
- Experience in automotive warranty systems, analytics platforms, customer case management systems, reporting tools, or field operations.
- Experience developing business requirements, managing system enhancements, or supporting warranty technology improvements including AI.
- Experience managing third-party vendors, contact center operations, vendor contracts, budgets, and KPI-based performance reviews.
- Advanced presentation skills, including experience presenting findings, risks, recommendations, and business cases to leadership audiences.
