Director of Service Operations
About The Position
Warranty Processing, Inc. (WPI) is a rapidly growing company specializing in third-party warranty administration and claims processing. Based in Beloit, Wisconsin, we manage the full lifecycle of warranty claims for our clients. Our mission is simple: deliver best-in-class warranty solutions while investing in the growth and development of our people. As we continue to expand, we are building a culture rooted in training, career development, and opportunity. We are seeking a dynamic and results-driven Director of Service Operations to join our leadership team. This role is ideal for a leader who thrives on driving performance while inspiring and developing people. As Director of Service Operations, you will oversee our operational teams, guiding them to new levels of efficiency, quality, and customer satisfaction. Your leadership will directly impact WPI’s growth by: Achieving a throughput rate of 88% Reducing salary expense as a percentage of sales from 39% to 37.5% Shortening claim turnaround times across the business This is a high-impact position with visibility at the executive level and the opportunity to shape WPI’s future.
Requirements
- Proven Leadership: Experience building, coaching, and motivating teams to achieve ambitious goals.
- Data-Driven Mindset: Ability to analyze performance data and translate insights into actionable strategies.
- Operational Excellence: A record of improving processes, efficiency, and key performance metrics.
- Change Leadership: Comfort with driving organizational change and continuous improvement initiatives.
- Systems Thinking: Experience managing or optimizing tools like CRMs to improve workflows and outcomes.
Nice To Haves
- 5+ years of progressive leadership experience, minimum of 3 years management in a service related industry
Responsibilities
- Lead, mentor, and empower a team of 7 direct-report managers, fostering a culture of accountability, collaboration, and growth.
- Establish and monitor key performance metrics to guide strategy, identify improvement opportunities, and ensure business objectives are met.
- Drive initiatives to reduce claim turnaround times and enhance the customer experience.
- Optimize workflows and ensure effective use of internal systems to maximize efficiency and service quality.
- Manage departmental budgets, identifying opportunities to reduce costs and improve overall profitability.
- Oversee staffing and resource planning to meet current operational needs while preparing for future growth.
- Ensure compliance with company policies, client requirements, and all applicable regulations.
Benefits
- Full medical, dental, vision, 401(k), paid time off, and more
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
