Sr. Manager Warranty Programs

Job Summary

The Senior Manager, Warranty Programs leads the execution, administration, and continuous improvement of warranty programs across assigned business units and service channels. The role ensures consistent application of warranty policies, timely resolution of complex cases, accurate reporting and financial controls, and effective coordination across Services, Sales, Finance, Quality, Engineering, Manufacturing, and business-unit stakeholders.

This leader helps shape warranty strategies and policies, translates them into practical operating processes, leads cross-functional improvement initiatives, manages program performance and escalations, and develops program managers, analysts, and operational support teams. The role identifies systemic issues, recommends policy and process improvements, and provides senior leaders with fact-based analysis and implementation plans.

Responsibilities

• Enterprise ownership: Support the development of warranty strategy, policies, approval authorities, controls, decision rights, operating standards, and performance measures across business units and regions.

• Executive decision support: Provide recommendations for high-risk, high-value, complex, or precedent-setting warranty matters.

• Financial stewardship: Own the management framework for warranty costs, reserves, recoveries, cost of quality, forecasts, controls, and measurable improvement benefits.

• Team leadership: Lead a team of Warranty Program Managers responsible for day-to-day execution and administration across assigned business units, regions, or service channels.

• Policy execution: Implement warranty policies, controls, approval requirements, decision criteria, and escalation paths established by leadership.

• Escalation management: Manage complex warranty reviews and escalations, recommend policy-aligned resolutions, and elevate high-risk or precedent-setting matters when appropriate.

• Performance management: Monitor warranty costs, reserves, recoveries, aging, cycle time, root cause, compliance, and customer impact; identify corrective actions and improvement opportunities.

• Executive reporting: Prepare operating reviews, forecasts, dashboards, and recommendations for senior leaders.

• Cross-functional resolution: Coordinate root-cause and corrective-action activities with Quality, Engineering, Manufacturing, Product Management, and Service teams.

• Process improvement: Lead improvements in process standardization, workflow, reporting, data quality, training, and knowledge management within the assigned scope.