Manager, Warranty Excellence and Transformation

Brunswick Corporation•Edgewater, FL

1d•$103,200 - $144,000•Hybrid

About The Position

Brunswick Boat Group is seeking a highly driven, strategic, and detail-oriented professional to lead warranty service teams within a multi-brand, multi-site organization. This role is responsible for driving continuous improvement in dealer and consumer service performance and overall satisfaction. This position leads the central warranty organization, with responsibility for analyzing warranty data and performance, managing complaint processing, governing customer and supplier claims recourse, and ensuring the effective execution of corrective actions. The role oversees and optimizes warranty-related processes while driving KPI standardization, process efficiency, and organizational transformation. The Manager will work in close collaboration with Quality, Product Development, and cross-functional teams across all sites to maximize customer satisfaction and deliver on strategic business objectives.

Requirements

Bachelor’s degree in business administration or a related field
Minimum of 10 years of relevant experience in customer service, IT, commercial strategy, supply chain, or related disciplines
Proven experience leading teams and complex projects, preferably across multiple sites and functions
Demonstrated ability to influence and lead stakeholders without direct authority
Strong leadership, problem-solving, and decision-making capabilities
Collaborative, empathetic, and results-driven mindset with a high level of ownership and accountability
Excellent communication, negotiation, and stakeholder management skills

Nice To Haves

Experience with OEM marine products.
Familiarity with Lean, Six Sigma, or continuous improvement methodologies.
Knowledge of marine systems, components, and regulatory standards

Responsibilities

Lead a central Warranty service organization
Lead and energize – Build and sustain a high-performing, globally aligned service organization dedicated to delivering best-in-class warranty service
Act as a trusted guide and mentor for internal warranty service teams
Professionalize warranty service management – Define critical competencies, establish standards, and implement training programs to enhance team capabilities
Develop talent and build clear succession plans
Execute on service strategic vision
Support and execute the customer service roadmap, driving significant capability improvements (including goals, KPIs, and organizational implications)
Develop strategies and lead initiatives to position Brunswick at the forefront of the industry in service levels and digital tools
Lead system enhancements with IT and AI-driven initiatives to improve service delivery
Advance and implement specific warranty strategies aligned with business objectives
Develop dealer engagement and training plans to drive adoption, efficiency, and satisfaction
Establish performance targets and monitor warranty service levels against defined KPIs
Optimize internal processes
Standardize critical warranty service processes across brands where appropriate
Challenge the status quo by identifying opportunities to improve processes, tools, and workflows
Optimize the use of Salesforce Service capabilities and other strategic platforms in use or under development
Develop and embed advanced analytics as a core capability within customer service operations
Dealer and Consumer Insights
Lead engagement with the dealer network to identify warranty service pain points, expectations, and improvement opportunities
Benchmark best-in-class organizations delivering superior warranty service experiences
Identify and translate consumer expectations into actionable improvements at the brand level