Warranty Operations Manager

Stellantis•Auburn Hills, MI

About The Position

The Warranty Operations Manager leads warranty excellence and customer satisfaction within the North America Technical Services organization. The 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, emphasizing warranty assurance, effective claim processes, clear dealer communication, data-driven decisions, consistent policies, vendor performance, and customer-focused administration. The manager leads day-to-day Warranty Operations, including claim adjudication and processing, systems maintenance and upgrades, repair authorization, warranty publications and communications, dealer reimbursement rate processing, corrective actions, and third-party vendor performance. The role oversees policy management, budget oversight, Warranty Contact Center operations, pre-authorization programs, reporting, and performance metrics. It partners with engineering, quality, technical service, field operations, dealer support, IT, and vendors to improve diagnostic accuracy, address emerging trends, resolve system issues, and enhance the service experience. The manager also supervises warranty publications and training and coaches team members to strengthen capability, 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 that support business objectives and customer satisfaction.
Experience leading cross-functional teams and managing 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 for 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, dealer efficiency, warranty excellence, and customer satisfaction.
Lead day-to-day Warranty Operations, including claim adjudication, systems upgrades and maintenance, repair authorization, warranty publications and communication, dealer reimbursement rate processing, corrective actions, and third-party vendor performance.
Manage warranty claim processing, policy enforcement, dealer-facing communications, and escalation processes to ensure consistent, fair, and timely decisions.
Streamline dealer claim submission and adjudication to reduce administrative burden, improve accuracy, and support faster 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, performance coaching, and accountability to KPIs.
Advise internal and external stakeholders on warranty policies and procedures, including the global warranty organization, field teams, dealers, quality teams, and leadership.
Oversee pre-authorization programs for powertrain and paint/body repairs, ensuring decisions are supported by 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.
Work with Warranty Systems and ICT teams to resolve claim-processing issues, improve functionality, and support future business requirements.
Supervise the 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 visibility, identify trends, support executive decisions, and measure operational effectiveness.
Mentor, coach, and develop team members, promoting technical capability, ownership, accountability, and performance.
Promote continuous improvement, customer focus, operational discipline, and cross-functional problem solving.
Balance daily operational responsibilities with strategic initiatives and communicate effectively with stakeholders at all organizational levels.