Digital Warranty Care Manager

Shane Co.•Greenwood Village, CO

3d•Onsite

About The Position

The Digital Warranty Care Manager is responsible for supervising a team of Warranty Care Specialists with the goal of providing a superior customer service experience through our service channels for our customers. This role is critical to the success of our growing eCommerce business and requires a high attention-to-detail and a process-oriented mindset.

Requirements

3+ years of successful experience managing returns, repairs, exchanges, upgrades, and service workflows in a deadline-driven environment.
2+ years successful experience in scheduling, training, coaching, evaluating, and motivating direct reports including hiring and onboarding full-time staff.
Demonstrated ability to handle customer interactions via email, phone, SMS and internal systems while resolving issues professionally and de-escalating high-level situations with empathy, sound judgement, and a focus on resolution.
Proven ability to understand shipping processes, shipment tracking, delivery deadlines, and missing package resolution.
Strong attention to detail in processing returns, exchanges, service requests, and associated documentation.
Proven ability to manage daily inventory, reconciling weekly/monthly counts, and maintain accurate records of service items.
Proven ability to track daily metrics, monitor workflow performance, and report on shipping volume and customer engagement.
Strong collaboration skills to work with digital fulfillment leadership, sales, warranty, accounting, and customer service teams.
Demonstrated ability to research and resolve order-related and shipping-related customers concerns quickly and professionally.
Demonstrated ability to identify inefficiencies, provide actionable feedback and help improve fulfillment speed, accuracy, and service levels.

Nice To Haves

eCommerce experienced preferred

Responsibilities

Leads a team of Warranty Care Specialists to ensure timely, accurate processing of Return for Service orders.
Plans and oversees daily warranty care activities, including receiving shipments and customer packages, managing customer communications, processing returns and exchanges, quality checking shop work, and coordinating FedEx pickup.
Tracks daily shipping metrics and monitors the CSC Return for Service dashboard.
Resolves missing packages and shipment issues through proper research and follow-up.
Partners with the Director of Digital Fulfillment to address delays caused by weather, holidays, or other disruptions.
Assist in the tracking of all incoming/outgoing warranty and service work requests from Home Office.
Recruits, hires, trains, and evaluates Warranty Care Specialists.
Maintains vendor relationships with FedEx, Brinks, and other partners.
Oversees inventory control, scheduled inventories, and supplies ordering.
Partners with Digital Sales Managers to resolve customer inquiries and service issues.
Reviews customer feedback and identifies sales and service opportunities through warranty care communications.
Completes required accounting and audit documentation on time.
Coordinates with the Digital Fulfillment Manager to ensure supplies and shipping deadlines are met.
Provides leadership feedback on performance, service concerns, and process improvement opportunities.
Supports ongoing efficiency improvements within the Warranty Care process.

Benefits

Competitive base rate
Yearly bonus
Generous time-off package
3 weeks of vacation
Annual float day
Closed on major holidays
Paid volunteer day annually
Paid parental leave
Employee Assistance Program
Assistance navigating medical complexities
Paid sick time
Competitive medical, dental, and vision plans
401(k) with company match
Flexible spending accounts
Voluntary benefits, including long-term disability, life insurance for dependents, and pet insurance
Dedicated staff member who focuses on well-being and work-life balance
Generous store and online discount, available for you and your family members