Head of Operations, Warranty

This is a fully remote position, open to applicants in Washington.

📋 Description

• Lead and cultivate the Warranty Operations team focusing on claims management and contractor network oversight.

• Establish and take ownership of the team's operational rhythm, encompassing business evaluations, initiative implementation, and performance analytics.

• Foster and sustain a high-performance culture rooted in accountability, continuous enhancement, and customer orientation.

• Supervise the entire claims lifecycle across all product categories.

• Manage operational performance within claims, promoting ongoing improvements based on key performance indicators.

• Guarantee audit preparedness and SOX compliance throughout all claims procedures.

• Oversee the management of the contractor network.

• Offer strategic guidance on contractor recruitment, evaluation, onboarding, and performance oversight.

• Manage operational systems such as PCMI/PCRS and Zoho.

• Define and take responsibility for the KPI framework related to claims and contractor operations.

• Conduct monthly performance evaluations and backlog assessments.

⛳️ Requirements

• 7-10 years of experience in a leadership position at a top-tier warranty organization.

• Proven success in leading through managerial roles.

• In-depth knowledge of claims operations and the complete claims lifecycle.

• Demonstrated capacity to develop standard operating procedures, manage backlogs, and enhance performance against service level agreements across various queues and product lines.

• Exceptional analytical and problem-solving abilities.

• Experience in implementing or optimizing operational systems (e.g., PCMI/PCRS, Zoho).

• Practical experience utilizing AI and automation technologies.

• Strong knowledge of regulatory compliance, audit preparedness, and SOX requirements relevant to claims operations.

• Effective collaborator across functions, with experience working with Accounting, Legal, Product, and external stakeholders.

• Proactive approach and comfort in navigating ambiguity.

🏝️ Benefits

• Long-term incentive awards.

• Sales incentives.

• Three (3) Medical plan options.

• Two (2) Dental plan options.

• Vision plan.

• Critical Illness, Hospital Indemnity, and Accident plans.

• Pre-tax savings options including a partially employer-funded Health Savings Account.

• Employee Flexible Savings Accounts for healthcare, dependent care, and transportation savings.

• Company-paid Basic Life and AD&D insurance.

• Short and Long-Term Disability benefits.

• Voluntary Life and AD&D plans.

• Traditional and Roth 401(k) plans with discretionary employer matching.

• Supportlinc for guided meditation and mental health coaching.

• LifeBalance discounts on gym memberships, travel, appliances, movies, pet insurance, and more.

• Flexible paid vacation.

• Company-paid holidays, typically nine per year.

• Paid sick leave.

• Paid parental leave.

• Identity theft protection program.

• Travel assistance.

• Fitness and other discount initiatives.