Digital Warranty Care Manager

About the role

The Digital Warranty Care Manager supervises a team of Warranty Care Specialists to deliver a superior customer service experience through our service channels. This role is critical to the success of our growing eCommerce business and requires a high attention-to-detail and a process-oriented mindset.

Responsibilities

• Leads a team of Warranty Care Specialists to ensure timely, accurate processing of Return for Service orders.
• Plans and oversees daily warranty care activities, including receiving shipments and customer packages, managing customer communications, processing returns and exchanges, quality checking shop work, and coordinating FedEx pickup.
• Tracks daily shipping metrics and monitors the CSC Return for Service dashboard.
• Resolves missing packages and shipment issues through proper research and follow-up.
• Partners with the Director of Digital Fulfillment to address delays caused by weather, holidays, or other disruptions.
• Assists in tracking all incoming/outgoing warranty and service work requests from Home Office.
• Recruits, hires, trains, and evaluates Warranty Care Specialists.
• Maintains vendor relationships with FedEx, Brinks, and other partners.
• Oversees inventory control, scheduled inventories, and supplies ordering.
• Partners with Digital Sales Managers to resolve customer inquiries and service issues.
• Reviews customer feedback and identifies sales and service opportunities through warranty care communications.
• Completes required accounting and audit documentation on time.
• Coordinates with the Digital Fulfillment Manager to ensure supplies and shipping deadlines are met.
• Provides leadership feedback on performance, service concerns, and process improvement opportunities.
• Supports ongoing efficiency improvements within the Warranty Care process.

Requirements

• 3+ years of successful experience managing returns, repairs, exchanges, upgrades, and service workflows in a deadline-driven environment.
• 2+ years successful experience in scheduling, training, coaching, evaluating, and motivating direct reports including hiring and onboarding full-time staff.
• Demonstrated ability to handle customer interactions via email, phone, SMS and internal systems while resolving issues professionally and de-escalating high-level situations with empathy, sound judgement, and a focus on resolution.
• Proven ability to understand shipping processes, shipment tracking, delivery deadlines, and missing package resolution.
• Strong attention to detail in processing returns, exchanges, service requests, and associated documentation.
• Proven ability to manage daily inventory, reconciling weekly/monthly counts, and maintain accurate records of service items.
• Proven ability to track daily metrics, monitor workflow performance, and report on shipping volume and customer engagement.
• Strong collaboration skills to work with digital fulfillment leadership, sales, warranty, accounting, and customer service teams.
• Demonstrated ability to research and resolve order-related and shipping-related customer concerns quickly and professionally.
• Demonstrated ability to identify inefficiencies, provide actionable feedback and help improve fulfillment speed, accuracy, and service levels.
• eCommerce experience preferred.

Behavioral Characteristics

The successful incumbent is highly organized, detail-oriented and responsive with a strong sense of urgency for resolving customer issues and meeting Return for Service deadlines. This individual leads with confidence, stays hands-on in daily operations, and manages multiple priorities while keeping the team focused on accuracy and follow-through. They communicate clearly and effectively with direct reports, internal partners, and vendors to maintain smooth workflows and strong customer service. Strong accountability and sound judgment are essential, especially when handling service issues, customer communications, and process disruptions. Overall this role requires structure, reliability, and a strong focus on execution and customer care.

Work Environment

This role is on-site as part of the Home Office team in an open office environment. Considerable business is conducted using both the telephone and computer technology. The role may be approved to work remotely on specific occasions but remains classified as on-site. Travel may be required to stores, conferences, or events up to 5% of the time.

Benefits

• Compensation and Recognition: Competitive base rate and an opportunity for a yearly bonus.
• Time off: 3 weeks of vacation, annual float day, paid holidays, and a paid volunteer day annually. Favorable work hours that respect work-life balance.
• Family-centric benefits: Paid time off for major illness (self or family care), paid parental leave, Employee Assistance Program, and assistance navigating medical complexities.
• Health and wellness: Paid sick time, competitive medical, dental, and vision plans, 401(k) with company match, flexible spending accounts, voluntary benefits (long-term disability, life insurance for dependents, pet insurance), and a dedicated staff member focused on well-being and work-life balance.
• Employee Discount: Generous store and online discount for you and your family members.

Pay

Base Pay range for this role is $84,000 - $114,000 annually. Your placement in the range is determined through interviews, a review of experience, knowledge, skills, balanced pay with other team members, and alignment with geographic market data. Home office base pay ranges are based on the Denver market. Most new hire offers target the lower end of the listed range, but more demonstrated experience, knowledge, and skills may result in a higher starting rate. Home office positions are eligible for an annual bonus based on total company performance, varying by role and calculated as a percentage of eligible earnings for the fiscal year.