Lead Warranty Performance Manager – CCA Warranty Recovery

General Motors•Warren, MI

22h•Hybrid

About The Position

The Lead Warranty Performance Manager – Customer Care Aftersales Warranty Recovery strategizes and executes Customer Care Aftersales service part warranty cost recovery activities from initiation through closure across both General Warranty / Field Action and OWT recovery paths. The role analyzes warranty claim data, develops recovery strategies, and obtains cross-functional alignment. It serves as a liaison among Customer Care Aftersales Warranty, Customer Care Aftersales and Production Purchasing, Engineering, Quality, Legal, Finance, Data Analytics / PartLink teams, and suppliers to recover costs related to Customer Care Aftersales service part warranty and field actions. The position requires considerable initiative, attention to detail, and independent judgment. It leads recovery cases through settlement and closure, builds technical and commercial positions, negotiates supplier settlements, oversees billing and collection, supports future-state recovery processes, and communicates results and risks to stakeholders and leadership. The role is categorized as hybrid, with the selected candidate expected to report to a specific location at least three times a week or at another frequency directed by their manager. Domestic travel is required 5% of the time. The role is not eligible for relocation benefits.

Requirements

At least 5 years of experience in commodity purchasing, supply chain, engineering, manufacturing, product development, logistics, program/product management, aftersales/service parts, or warranty; internship and co-op experience do not count.
Relationship management skills, including developing and maintaining constructive, cooperative working relationships.
Negotiation skills, including engaging in collaborative discussions to reach meaningful agreements.
Analytical thinking and the ability to consider multiple factors, determine solutions and impacts, and work comfortably with large warranty claim data sets.
Results focus, including taking charge without prompting, seizing opportunities, and delivering on time.
Ability to manage multiple cases and tasks, maintain quality, and prioritize by critical needs.
Ability to work independently and in a team environment amid significant ambiguity, including building processes where none exist.
Advanced skills in Microsoft Office Suite, including Excel, OneNote, Teams, and SharePoint, or Google Office.
Ability to travel domestically 5% of the time.
Must not require GM immigration-related sponsorship now or in the future.

Nice To Haves

Bachelor’s degree in Business, Supply Chain Management, Engineering, Finance, or a related field.
10 or more years of OEM experience, including strategy development and supplier management.
Experience with contracts and agreements, including warranty terms and settlement agreements.
Experience mining and analyzing large data sets using advanced Excel or BI/reporting tools.
Project management and time management skills.
Self-motivation and initiative to continuously improve practices and systems, including process and system automation.
Purchasing, engineering, quality, manufacturing, or warranty background.
Knowledge of materials management.
CQI-14 Automotive Warranty Management experience.

Responsibilities

Define Customer Care Aftersales warranty cost recovery strategy, obtain cross-functional alignment with key stakeholders, and lead cases from intake through settlement and closure.
Analyze and prioritize Customer Care Aftersales service part (ZPTI) warranty claims by supplier and labor code to build a focused, repeatable pipeline of recovery cases.
Validate claim populations, including eligible 1:1 Customer Care Aftersales / OE parts, part supersessions, and correct Customer Care Aftersales supplier mapping.
Partner with Customer Care Aftersales and Production Purchasing to confirm the sourcing path (OWT versus General Warranty) and determine commercial strategy, leverage, and risk points.
Set the recovery position by proposing technical factors for OWT recovery groups or building a technical responsibility position for General Warranty cases, and prepare supplier kickoff materials.
Liaise with suppliers to drive a firm GM position on supplier responsibility for warranty, and negotiate and execute cost recovery settlements.
Lead cross-functional work with Engineering and Quality to build technical and root-cause evidence and resolve supplier rebuttals; engage Purchasing and Legal when commercial engagement and settlement agreements are required.
Oversee billing, collection, and reconciliation of recoveries through PartLink or SAL, including reviewing and resolving supplier bill disputes.
Support the future-state recovery model, including adding OWT terms to new and eligible existing contracts, establishing Customer Care Aftersales recovery groups and technical factors, and enabling PartLink automated claim mapping and billing.
Apply proven OE warranty recovery processes to the Customer Care Aftersales domain, capture lessons learned, and continuously improve the process.
Help remove roadblocks and escalate stalled supplier negotiations as needed.
Communicate cost recovery results and status, including advising and updating leadership on key items, achievements, and issues.
Build and maintain relationships internally and externally.
Anticipate risks and opportunities throughout the process and communicate clearly through presentations, leadership reviews, team meetings, and one-on-one discussions with senior leaders.