Director of Service Operations

Company Description Warranty Processing, Inc. (WPI) has been a trusted partner to automotive dealerships since 1966, specializing in maximizing warranty claim value and protecting revenue. As a family-owned and operated company, WPI focuses on mastering the claims process so service departments can concentrate on growth and customer care. The organization helps dealerships audit-proof claims, reduce administrative costs, and increase warranty revenue through expert guidance and streamlined processes.

With on-call support available throughout the day to answer coverage questions, WPI provides reliable, responsive service to thousands of dealerships. Candidates can learn more about WPI’s services and impact at

Role Description The Director of Service Operations is a full-time, hybrid role based in Beloit, WI, with some work-from-home flexibility. This role oversees daily service operations, including warranty claim processing, service delivery workflows, and performance standards to ensure high-quality, audit-ready results for dealership clients. The Director will manage and mentor service operations teams, set operational KPIs, and implement process improvements to enhance efficiency, reduce costs, and support revenue growth.

Responsibilities include monitoring customer satisfaction, resolving complex service issues, collaborating with leadership on strategic initiatives, and aligning operations with compliance requirements and client expectations. The role also involves analyzing operational data, reporting trends to senior management, and coordinating cross-functional efforts to elevate overall client experience.

Qualifications

• Strong operations management and service delivery skills, with experience leading teams in a service-focused environment.
• Proven analytical skills, including the ability to interpret data, identify trends, and drive process improvements.
• Commitment to customer satisfaction and excellence in customer service, especially in B2B or dealership-facing settings.
• Experience working with warranty processes, automotive service operations, or closely related fields is highly beneficial.
• Demonstrated leadership abilities, including team coaching, performance management, and change management.
• Excellent communication, organizational, and problem-solving skills, with attention to detail and regulatory compliance.
• Bachelor’s degree in Business, Operations Management, or a related discipline, or equivalent relevant experience.
• Comfort working in a hybrid environment based in Beloit, WI, with the ability to collaborate effectively in person and remotely.