Swimming Pool Warranty Manager

Anthony & Sylvan Pools • Charlotte, NC

6d • Hybrid

About The Position

The Warranty Manager is responsible for developing and implementing the necessary initiatives, policies, metrics, and procedures to facilitate the most profitable and efficient management of Anthony & Sylvan’s Warranty and Customer Relations operations, while maximizing customer satisfaction. Works with Management and staff to ensure the attainment of the division’s stated Customer Satisfaction goals.

Requirements

• Bachelor’s degree required
• 5+ years of management experience, including supervision of subcontractors and field technicians
• Proven leadership skills with the ability to coach, develop, and mentor team members
• Creative, forward-thinking approach to problem-solving and operational improvement
• Demonstrated track record of setting and achieving performance objectives
• Strong written and verbal communication skills with effective interpersonal abilities
• Strong organizational, time management, and prioritization skills
• Ability to multitask and manage competing priorities in a fast-paced environment
• Self-motivated with a positive, enthusiastic, and hands-on management style
• Proficiency in Microsoft Office, including strong Excel skills

Nice To Haves

• Lean or Six Sigma certification/background a plus

Responsibilities

• Lead and develop the Warranty/Customer Relations team by recruiting, training, coaching, and retaining employees and subcontractors, while fostering a customer-focused culture centered on proactive communication, accountability, and continuous improvement.
• Drive operational performance and process consistency by developing and monitoring key performance metrics, analyzing warranty leakage and customer service trends through root cause analysis, and implementing corrective actions to improve efficiency, quality, and customer satisfaction.
• Oversee customer relations and issue resolution efforts by maintaining high service standards, partnering directly with customers on escalated concerns, and collaborating closely with Construction teams to improve communication and overall customer experience.
• Ensure compliance with operational policies, procedures, and safety standards by enforcing consistent execution across the Warranty/Customer Relations team, conducting field safety audits, monitoring subcontractor performance, and implementing improvements where necessary.
• Manage subcontractor and vendor performance by evaluating workmanship, communication, responsiveness, and overall service quality, while establishing improvement expectations and timelines for underperforming partners.
• Support operational training, documentation, and continuous improvement initiatives by maintaining current knowledge of pool and backyard technologies, developing operating procedures and training materials, and educating team members on construction, maintenance, and repair practices.
• Assist with strategic planning and departmental operations by supporting budgeting processes, organizational planning, senior leadership presentations, and additional projects and duties in alignment with Anthony & Sylvan Pools’ operational goals and policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager