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WarrCloud Inc. · 17 hours ago

CDJR Service Delivery Supervisor

United States

Full-time

Remote

Mid Level

$72K/yr - $88K/yr

WarrCloud Inc. is seeking a Service Delivery Supervisor to oversee the operations of the Service Delivery team. This role focuses on managing team performance, optimizing processes, and ensuring customer satisfaction while collaborating with internal departments to integrate services smoothly.

Automotive

Responsibilities

Serve as an OEM subject matter expert

Lead a team of Team Leaders and their assigned Warranty Administrators

Responsible for deployment and use of Technology Management products to the extent allowed by the brand (Platform, BOT Library, and Chirp)

Responsible for oversight of the above team along with adherence to company standards for meeting content and proper recording of customer contacts within our CRM

Maintain OEM training and/or certification if applicable

Engage with Product Management and Development to prioritize accounts for implementation on the Platform and Chirp

Facilitate team meetings to ensure company business items are understood

Participate in Kickoff and Claims Initialization meetings

Demonstrate a service culture that prioritizes customer satisfaction

Model, train, and coach expectations to deliver the service standard

Participate in interviewing and selecting of new team members

Assessing, building, and sustaining a high level of team expertise, ensuring sufficient talent pipeline for future promotions

Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize, and coach) on critical behaviors

Serve as second-tier support for client escalations from Warranty Administrators

Scheduling Warranty Administrators and ensuring there is coverage/back-up

Provide oversight and knowledge of the accounts within your team and escalate to and partner with Customer Success to control preventable churn

Ensuring each customer account is reviewed by yourself or your Team Lead on a weekly basis to ensure currency/professional standard of service

Verifying EOM billing at the beginning of each month

Verifying any bonus program payouts

Proactively coach employees as needed

Utilize various tracking tools to ensure team members are working appropriate hours and maintaining a balanced workload across the team

Qualification

Warranty AdministrationWarrCloud PlatformDMS systemsOEM-based softwarePeople management skillsEmpathy for customersCommunication skillsProblem-solving attitude