Director of Auto Warranty Claims
Director of Auto Warranty Claims
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Salary Not Disclosed
1 Vacancy
Job Description
The Director of Warranty Claims is responsible for leading and overseeing the end-to-end operations of the Service
Contract Claims department with a focus on Vehicle Service Contracts (VSC) Ancillary products (such as tire &
wheel key replacement and appearance protection) and Guaranteed Asset Protection (GAP). This role ensures
efficient claims adjudication process integrity regulatory compliance and a high-quality customer experience.
The Director drives team performance through strong people leadership cross-functional collaboration and
execution of operational strategy. This position plays a critical role in aligning daily operations with broader
business goals continuously improving workflows and supporting system enhancements to scale operations across
all warranty claim types.
Provide executive leadership for end-to-end service contract claims operations encompassing Vehicle
Service Contracts (VSC) Ancillary products (e.g. tire & wheel key replacement) and Guaranteed Asset
Protection (GAP).
Lead mentor and scale a team of managers team leads and adjudicators to deliver operational
excellence technical accuracy and an exceptional customer experience.
Oversee performance against key operational metrics including claim cycle times inventory levels and
service-level agreements (SLAs) ensuring efficiency compliance and alignment with business goals.
Manage departmental budget and resource planning including staffing models expense oversight and
forecasting to ensure cost-effective operations and strategic investment in talent and tools.
Act as a senior liaison across internal partnersincluding Product IT Underwriting Compliance and
Financeto drive integration of claims strategy with enterprise initiatives and regulatory requirements.
Drive continuous improvement by evaluating workflows identifying opportunities for automation or
system enhancements and implementing scalable solutions to support growth.
Serve as the executive escalation point for complex or high-impact claim matters providing leadership in
exception handling policy application and reputational risk management.
Partner with Quality Assurance and Training leaders to embed operational standards strengthen audit readiness and ensure consistency in claims adjudication and documentation. Leverage data and analytics to monitor performance trends assess operational health and develop actionable insights that inform strategic planning budget decisions and resource allocation. The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.
Periodic Job Functions
Other duties and special projects as needed.
Claims Expertise: Strong understanding of Vehicle Service Contracts (VSC) Ancillary products (e.g. tire &
wheel key appearance protection) and GAP claims
Leadership: Proven ability to lead and develop high-performing teams including people leaders; sets clear
expectations and drives accountability
Operational Excellence: Strong organizational skills with the ability to manage multiple priorities workflows
and deadlines in a dynamic environment
Analytical Thinking: Ability to use data and metrics to identify trends solve problems and support process
improvements
Communication: Exceptional written and verbal communication skills; able to convey complex information
clearly to all levels of the organization
Customer-Centric Mindset: Strong service orientation with a focus on delivering quality outcomes for both
internal and external customers
Cross-Functional Collaboration: Skilled at partnering with Product IT Underwriting Compliance and Finance
to align on business goals
Process Improvement: Experience identifying inefficiencies and implementing scalable solutions including
automation or system enhancements
Collaborates with dealerships agents and lenders to ensure consistent execution and support of protection
product distribution.
Adaptability: Comfortable leading teams through change including system migrations business shifts or
organizational restructuring.
Technology Proficiency: Working knowledge of claims management systems reporting tools (e.g. Excel Power
BI Tableau) and workflow platforms.
Required Experience:
Director
Employment Type
Full Time
