Warranty Manager

Andersen•Meridian, ID

2d•Onsite

About The Position

At Renewal by Andersen, we're transforming the home improvement industry while setting the standard for customer experience. As a division of Andersen® Windows—the world's largest and most recognized window and door manufacturer, founded in 1903—we deliver an unparalleled replacement experience for homeowners across the country. We're proud to be recognized as one of America's top employers, earning honors from Forbes and Newsweek for our workplace culture and commitment to our people. As we continue to grow, we're looking for motivated individuals who want to make an impact and grow their careers with us. Why Join Us? We’re looking for a driven and experienced leader to take ownership of our Warranty department and elevate the post-installation customer experience across all Wedgwood locations. This role is ideal for someone who thrives in a fast-paced, operational environment where leadership, accountability, and customer satisfaction are at the center of everything they do. You’ll have the opportunity to shape processes, develop high-performing teams, and directly impact the homeowner experience across multiple markets. If you’re passionate about leading people, improving systems, and delivering operational excellence, this is a chance to make a meaningful impact in a growing organization.

Requirements

Experience leading service, warranty, operations, or customer experience teams
Strong leadership, coaching, and team development skills
Ability to manage multiple priorities in a fast-paced environment
Strong organizational and process management abilities
Experience working cross-functionally with operations or field teams
Data-driven mindset with focus on accuracy and performance metrics
Strong communication and problem-solving skills
Maintain Service NPS of 75+
Achieve 99% accuracy in service parts ordering and execution
Maintain 95% field completion accuracy (FTT)
Ensure timely movement and resolution of all service requests
Improve first-time resolution through tools and process enhancements
Build strong cross-functional alignment across all locations
Take ownership, lead by example, and hold high standards for both people and process
Calm under pressure, highly organized, and focused on continuous improvement
Understand that great warranty service is a critical driver of customer satisfaction and long-term brand trust

Responsibilities

Leading, coaching, and developing the Warranty team to meet performance and service goals
Managing warranty scheduling, workload, and service pipeline to ensure timely resolution
Overseeing post-installation homeowner support and escalated service issues
Standardizing and enforcing warranty processes across all locations
Driving accountability, accuracy, and efficiency within the team
Training team members on systems, processes, and customer experience expectations
Managing speed-to-lead response times and service timelines
Ensuring timely completion of service requests and days-to-completion targets
Partnering with Installation Managers to align field execution and service delivery
Driving accurate service billing and supporting revenue capture
Promoting a consistent, customer-first culture across all service interactions
Ensuring compliance with LSWP requirements for applicable homes (pre-1978)
Traveling as needed to support operations in WA, ID, and CA
Coach and develop team members through ongoing feedback, training, and performance management
Conduct skill development sessions, including role-playing and process reinforcement
Manage team scheduling and PTO to ensure consistent service coverage
Align staffing levels with business demand and service volume
Build a high-performance, accountable, and customer-focused team culture