Director of Service Operations
About The Position
Warranty Processing, Inc. (WPI), a third-party warranty administration and claims processing company based in Beloit, Wisconsin, is seeking a Director of Service Operations to lead its operational teams and support the company’s growth. The role focuses on improving efficiency, quality, customer satisfaction, and claim turnaround times. Key goals include achieving an 88% throughput rate and reducing salary expense as a percentage of sales from 39% to 37.5%. The position is part of the leadership team and has executive-level visibility. The Director will lead seven direct-report managers, set and monitor performance metrics, optimize workflows and internal systems, manage departmental budgets, and oversee staffing and resource planning. The role also ensures compliance with company policies, client requirements, and applicable regulations. Compensation is $130,000–$170,000, including bonuses.
Requirements
- Experience building, coaching, and motivating teams to achieve ambitious goals.
- Ability to analyze performance data and translate insights into actionable strategies.
- A record of improving processes, efficiency, and key performance metrics.
- Comfort driving organizational change and continuous improvement initiatives.
- Experience managing or optimizing tools such as CRMs to improve workflows and outcomes.
Nice To Haves
- Five or more years of progressive leadership experience.
- At least three years of management experience in a service-related industry.
Responsibilities
- Lead, mentor, and empower seven direct-report managers, fostering 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 and identify opportunities to reduce costs and improve profitability.
- Oversee staffing and resource planning to meet current operational needs and prepare for future growth.
- Ensure compliance with company policies, client requirements, and applicable regulations.
Benefits
- Full medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- Paid time off
- Bonuses
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
