Warranty Operations Manager

Is this job for you?:
The Warranty Operations Manager plays a crucial role in developing, managing, and optimizing the policies and processes that support competitive warranty products across our merchandise line, empowering our retail partners to confidently offer these products to consumers. This role is responsible for reporting, monitoring Key Performance Indicators (KPIs), and driving results. The Warranty Operations Manager will work closely with partners and executive leadership to establish clear paths to success and provide support in various aspects of warranty product management.

**Responsibilities**:

- Continuously monitor KPI performance, such as attach rates and penetration rates, on a daily, weekly, and monthly basis. Develop and execute action plans to address underperforming locations and warranty products, ensuring sustained growth.
- Lead a team of 3-6 direct reports, overseeing the diligent processing of our Warranty Benefits Programs.
- Ensure that the team adheres to expected Service Level Agreements (SLAs) and warranty policy compliance.
- Ensure that our existing warranty products remain relevant by regularly assessing coverage, pricing, and competitiveness.
- Oversee the updating of in-store materials (booklets, signage, brochures) and online content to reflect changes and improvements.
- Conduct regular reviews of the competitive landscape, both online and in-person, to stay ahead of industry trends.
- Collaborate with all company business channels (Corporate, Franchise, Commercial, Online) to tailor our warranty product offerings to the unique needs of each audience.
- Work with retail teams to ensure that new merchandise is proactively reviewed, enabling the immediate offering of warranty options when introducing products to customers.
- Act as a liaison between the warranty companies and the retailers as needed to ensure compliance with our warranty programs.
- Maintain a balanced approach between customer service and warranty guidelines.
- Engage in regular communication with King and State leadership to address obstacles and provide feedback to stakeholders for policy clarification.
- Review and interpret Sales/Claims data to ensure that program decisions are guided by a combination of facts and market intelligence.
- Provide in-store training through various mediums.
- Collaborate with our retail, franchise, and commercial partners to meet their support needs and enhance their ability to promote warranty products effectively.
- Participate in special projects and committees as required to drive continuous improvement and innovation.

Qualifications:

- Aptitude to learn how to analyze and develop warranty pricing models.
- Moderate to Advanced Microsoft Excel & PowerPoint
- Exceptional communication skills, both written and verbal
- 3-5 years of mid to high level management with a proven track record to lead and develop teams.
- Ability to effectively present material to various audiences, from salespeople to senior executives
- Experience as a product manager would be considered an asset.
- Experience in financial services would be considered asset.
- Sales experience considered an asset.
- Training experience considered an asset.

Why The Brick?:
Why LFL:
A flexible and comprehensive benefits package, including Health, Dental and Paramedical Services for you and your family

Competitive renumeration package that will commensurate with experience

Career progression potential with plenty of access to ongoing personal and professional development

Employee discounts

A dynamic environment to showcase your leadership talents.