Warranty Team Lead

Warranty Team Lead

Location(s):
Toledo, OH, US,

Function:
Customer Operations

Audience:
Experienced Professional

Work Arrangement:
Hybrid

Requisition

The Warranty Claims Team Lead is responsible for delivering an excellent customer experience for customers and contractors who file a warranty claim. Ensuring timely, accurate, and professional claims processing is critical to this experience and directly influences the perception of Owens Corning as a company of integrity. Direct involvement in escalated claims is occasionally necessary.

The Claims Lead is also responsible for ensuring process documents are followed to maintain SOX compliance. Strong partnerships must be maintained with Manufacturing Quality, Technical Leadership, and the Sales team to ensure alignment on claim disposition. This role requires working knowledge of claim reporting and analytics, including monitoring progress and reporting on large claims over $100K. The Team Lead role carries significant financial responsibility, providing oversight of claims paid and ensuring fulfillment of Owens Corning's warranty obligations.

Reporting to this position are the Roofing Resolution Specialists. Performance management, along with the growth and development of these roles, is a key priority. This role must drive ownership of claims and customer relationships. The leader also participates in regional Sales meetings, the Warranty Claim Council, and presents at other meetings as requested.

Reports to:

Customer Solutions Operations Leader
Span of Control:
Individual contributors (Roofing Resolution Specialists)

Knowing Our Businesses and their Strategies

• Build cross-functional relationships with Marketing and other key business partners
• Understand, and be able to articulate, the objectives of the organization and how they translate into employee actions and functional goals
• Understand our customers, business channels and the unique challenges and needs of each

Sets Direction & Daily Operations

• Set a clear, compelling vision for Roofing Warranty team that aligns with Customer Solutions strategy.
• Use data, insights, and claim trends to shape vision, influence decision making, and anticipate needs.
• Sets direction while empowering Roofing Resolution Specialists to execute daily operations.
• Provide operational leadership through direct reports to achieve metrics to include cycle time, service metrics, and quality.
• Handle escalated customer claims in partnership with the PTQ Lead Specialist.
• Approve claims between $17K - $25K, applying sound judgment and adhering to standard work.
• Oversee claims with Owens Corning executive-level awareness and Better Business Bureau involvement.
• Ensure compliance with business controls, policies, and regulatory requirements.
• Exercise critical thinking skills to determine if the claim decision aligns with the best interest of Owens Corning.

Leadership & Talent Development

• Coach, mentor, and develop direct reports to build strong capability, accountability, and bench strength.
• Create development plans, succession strategies, and growth opportunities for direct reports.
• Foster an inclusive, engaged, and high‑performing leadership culture.
• Drive accountability through clear expectations, performance reviews, and data‑driven coaching of direct reports.
• Review and act on key performance indicators including metrics, productivity, quality audits, and customer feedback.
• Recognize strong performance and address performance gaps promptly.
• Create a positive, inclusive, and results‑focused team culture.
• Remove obstacles that prevent the team from achieving results.

Support Business Growth, Deliver Best in Class Service and Drive Productivity

• Ability to translate technical findings into customer friendly terms.
• Drive a customer‑centric mindset across the team.
• Continuously grows understanding of the Roofing businesses, such as the market, customer base, and strategy.
• Exercise judgment in identifying potential litigation and escalates to the Legal department when appropriate.
• Implement and maintain business processes that deliver consistent, timely and exceptional experiences for our customers.
• Benchmark service with…