Director of Service & Warranty

Great Day Improvements: A Family of Brands•Sharonville, OH

1d•Remote

About The Position

The Director of Service & Warranty is a national-level leadership role responsible for driving operational excellence, customer satisfaction, and profitable service performance across all Champion locations. This role requires a strategic operator who understands customer success, field service operations, sales alignment, and cross-functional collaboration. Also, you will lead the development, standardization, and implementation of scalable service and warranty processes that align with Champion's values and support long-term operational success. Through strategic alignment, hands-on support, performance coaching, and accountability, this leader will build high-performing teams and ensure a world-class service and warranty experience that supports revenue growth, customer satisfaction, and EBITDA improvement.

Requirements

Bachelor's degree in Business, Operations Management, or a related field; equivalent combination of education and experience may be considered.
7+ years of service operations, field service management, or technical service leadership experience.
Experience supporting or managing service operations for a direct-to-consumer business.
Proven ability to recruit, develop, and manage high-performing teams.
Experience leading operational improvement initiatives and driving performance through metrics and accountability.
Business acumen in budgeting, fiscal management, and operational planning.
Proficiency in Microsoft Office Suite.
Ability to travel up to 60–75%.

Nice To Haves

Experience in the home improvement industry.
Experience in business ownership or multi-location management.

Responsibilities

Develop and execute a national service operations strategy aligned with company goals and customer engagement expectations.
Establish KPIs and performance metrics to drive accountability and data driven decision making.
Develop and implement standardized operating procedures and best practices across all service operations to drive consistency and performance.
Oversee all service department functions, including staffing, field service activities, and technical support.
Support division managers and CSS agents with scheduling, dispatching, and resource allocation to maximize efficiency and minimize customer downtime.
Lead, coach, and mentor field technicians and service personnel, fostering a culture of excellence and continuous improvement.
Oversee all Service Only Divisions to ensure best in class service delivery while reducing operational costs.
Manage warranty resolution, parts sales, inventory coordination, and service related operational processes.
Serve as the escalation point for complex customer service issues.
Partner with regional leadership, branch operations, factory teams, and central support to ensure seamless service execution.
Communicate customer needs, service trends, operational performance, and recommendations to regional and executive leadership.
Build and implement onboarding and technical training programs to support employee development.
Ensure compliance with OSHA requirements and all workplace safety standards.
Monitor and manage the service technician fleet for safety and compliance.
Evaluate and improve service processes, operational efficiency, customer experience, and team performance.
Identify opportunities to reduce service and warranty costs through process improvements, standardization, and operational efficiencies.
Track and improve KPIs including onboarding timelines, customer satisfaction, service case cycle-times, process compliance, warehouse 5S adherence of the service areas, and AR recovery.