Digital Warranty Care Manager

Digital Warranty Care Manager

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

• 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 Fed Ex 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.
• Assist in the tracking of all incoming/outgoing warranty and service work requests from Home Office.
• Recruits, hires, trains, and evaluates Warranty Care Specialists.
• Maintains vendor relationships with Fed Ex, 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.

• 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 customers concerns quickly and professionally.
• Demonstrated ability to identify inefficiencies, provide actionable feedback and help improve fulfillment speed, accuracy, and service levels.
• eCommerce experienced preferred

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 services issues, customer communications, and process disruptions. Overall this role requires structure, reliability, and a strong focus on execution and customer care.

This role is on-site as part of the Home Office team. The primary environment for this role is an open office. Considerable business is conducted using both the telephone and computer technology. This role may be approved to work remotely on specific occasions but that does not change the ongoing classification of the role as on-site. Travel may be required to stores, conferences or events up to 5% of the time.

Joining #Team Shane Co  comes with a host of benefits designed to support you and your loved ones- we understand a supportive benefits package is key to a fulfilling work experience. As a family-owned business, we prioritize your well-being, recognizing that our success is a collective effort. Here's what we offer:

Compensation and Recognition: We offer a competitive base rate and an opportunity for a yearly bonus.

Time off: You'll enjoy a generous time-off…