Warranty Operations Manager

Stellantis•Auburn Hills, MI

23h

About The Position

The Warranty Operations Manager leads warranty excellence and customer satisfaction within the North America Technical Services organization. This role shapes and executes a unified warranty strategy integrating operational rigor, technical expertise, quality engineering, dealer support, and continuous improvement. It combines strategic leadership with hands-on operational execution, with an emphasis on sustainable process improvements, data-driven decisions, consistent policy, vendor performance, and customer-centric warranty administration. The manager leads the day-to-day Warranty Operations organization, including claim adjudication, systems upgrades and maintenance, repair authorization, warranty publications and communications, dealer reimbursement rate processing, corrective actions, and third-party vendor performance. The role oversees warranty policy management, claim processing, dealer communications and escalations, the Warranty Contact Center, pre-authorization programs, reporting, and team development. Working across quality engineering, technical service, field operations, dealer support, systems and ICT teams, and external partners, the manager improves claim accuracy, dealer efficiency, customer experience, and operational effectiveness. Success includes improving processes, reporting, and systems; reducing warranty cost exposure through accurate claims and consistent policy; identifying trends and supporting corrective actions; providing business insights to leadership; and building team capability through coaching, accountability, and continuous improvement.

Requirements

Bachelor’s degree in Engineering, Automotive Technology, Data Science, Business Management, or a related field.
At least 10 years of relevant experience in warranty and service operations, including leadership responsibilities.
Ability to develop and execute warranty, service, or operational strategies supporting business objectives and customer satisfaction.
Experience leading cross-functional teams and complex programs across engineering, quality, field operations, IT, dealer support, and third-party partners.
Strong understanding of automotive warranty administration, dealership operations, customer service processes, and technical service environments.
Experience managing warranty claim processes, policy enforcement, claim adjudication, audits, or dealer-facing warranty communications.
Strong analytical and problem-solving skills, including evaluating complex business issues, identifying trends, and developing practical solutions.
Experience developing reports, dashboards, business performance metrics, or operational reviews to support leadership decision-making.
Strong communication and stakeholder engagement skills, including the ability to influence at all organizational levels and with executive leadership.
Ability to manage multiple high-impact projects in a fast-paced environment with changing priorities and deadlines.
Strong project management and organizational skills, including balancing strategic initiatives with daily operational responsibilities.
Ability to lead, motivate, coach, and develop teams.
Strategic thinking and planning abilities, with a strong focus on continuous improvement.
Advanced proficiency in Microsoft 365 applications, including Excel, PowerPoint, and Copilot.

Nice To Haves

Master’s degree in Business Administration, Engineering, or a related discipline.
Experience with automotive warranty systems, analytics platforms, customer case management systems, reporting tools, or field operations.
Experience developing business requirements, managing system enhancements, or supporting warranty technology improvements, including AI.
Experience managing third-party vendors, contact center operations, vendor contracts, budgets, and KPI-based performance reviews.
Advanced presentation skills, including presenting findings, risks, recommendations, and business cases to leadership audiences.

Responsibilities

Develop and execute a comprehensive warranty strategy aligned with business objectives, warranty excellence, dealer efficiency, and customer satisfaction.
Lead day-to-day Warranty Operations, including claim adjudication, systems upgrades and maintenance, repair authorization, warranty publications and communications, dealer reimbursement rate processing, claim and dealer corrective actions, and third-party vendor performance.
Manage warranty claim processing, policy enforcement, dealer-facing communications, and escalations to ensure consistent, fair, and timely decisions.
Streamline dealer claim submission and adjudication to reduce administrative burden, improve accuracy, and accelerate issue resolution.
Manage warranty policy, budget oversight, Warranty Contact Center operations, and alignment with operational performance targets.
Manage vendor contracts and third-party partner performance, including claim processing accuracy, issue identification, coaching, and accountability to KPIs.
Provide guidance on warranty policies and procedures to internal and external stakeholders, including the global warranty organization, field teams, dealers, quality teams, and leadership.
Oversee pre-authorization programs for powertrain and paint/body repairs, ensuring decisions have sound technical review, quality input, and data feedback loops.
Collaborate with quality engineering, technical service, field operations, and dealer support to identify warranty trends, improve diagnostic accuracy, and implement corrective actions.
Improve customer experience and Fixed First Visit (FFV) outcomes by identifying process gaps, standardizing best practices, and supporting sustainable operational improvements.
Collaborate with Warranty Systems and ICT teams to resolve claim-processing issues, improve system functionality, and support future business requirements.
Oversee creation and distribution of Warranty Bulletins, the Warranty Administration Manual, Warranty Training curriculum, and other internal and external publications.
Develop reporting, dashboards, and performance metrics to improve warranty visibility, identify trends, support executive decisions, and measure operational effectiveness.
Mentor, coach, and develop team members, strengthening technical capability, ownership, accountability, and performance.
Promote continuous improvement, customer focus, operational discipline, and cross-functional problem solving.
Communicate findings, risks, recommendations, and performance clearly to stakeholders at all organizational levels.
Balance daily operational responsibilities with strategic initiatives and performance targets.