(Internal Only) Team Lead, Ford

WarrCloud

7d

About The Position

The Team Lead oversees the functionality of a workgroup by providing guidance and instruction. The role leads Warranty Administrators, serves as an OEM subject matter expert, supports client escalations, and helps maintain effective team coverage and performance. This position is for internal candidates only; external candidates will not be considered.

Requirements

• Prior experience as a Warranty Administrator.
• A passion for people.
• Strong communication and professional writing skills.
• A desire to find solutions.
• Strong self-awareness and people-management skills.
• Technology skills to use the WarrCloud Platform, various DMS systems, and OEM-based software.

Nice To Haves

• Previous management or leadership experience.

Responsibilities

• Serve as an OEM subject matter expert.
• Lead a team of Warranty Administrators.
• Maintain OEM training and/or certification, if applicable.
• Engage with Product Management and Development to prioritize accounts for implementation on the Platform and Chirp.
• Facilitate team meetings.
• Participate in sales calls and kickoff meetings.
• Demonstrate a service culture that prioritizes customer satisfaction.
• Model, train, and coach expectations to deliver the service standard.
• Participate in interviewing and selecting talent.
• Review, develop, and evaluate talent.
• Lead a culture of accountability through clear expectations and performance management, including listening, observing, recognizing, and coaching on critical behaviors.
• Serve as second-tier support for client escalations from Warranty Administrators.
• Schedule Warranty Administrators and ensure coverage and backup.
• Keep the team motivated.
• Review each administrator’s accounts weekly.
• Verify end-of-month billing.
• Proactively coach employees as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed