Warranty Manager-(Canada, Geely Auto)

Zeekr International; Toronto; On-site; CAD 100,000 - 140,000; Full time

Job summary

Zeekr International is seeking a Warranty Operations Lead to define and administer warranty policies, oversee end-to-end claim lifecycles, and act as the internal SME on warranty matters across Aftersales, Finance, and HQ.

You will manage governance, risk controls, cost reporting, data analysis, and cross-functional collaboration with dealers and factory teams to improve reliability and reduce warranty spend.

Responsibilities

• Develop and maintain warranty policies, procedures, and guidelines aligned with factory standards and local law
• Define governance, approval authority, and escalation frameworks for warranty and goodwill decisions
• Act as the internal SME on all warranty-related matters
• Undertake additional duties or contribute to projects related to the Company’s business operations, including providing leadership or support as reasonably required and consistent with the responsibilities of the role.
• Manage the full lifecycle of warranty claims (submission, validation, approval/denial, reimbursement)
• Ensure claims are processed accurately, consistently, and within agreed timelines
• Oversee complex or high-value claims requiring detailed assessment
• Provide guidance and support to dealers on warranty processes and requirements
• Monitor dealer performance (claim quality, rejection rates, timeliness) and drive improvements
• Manage dealer escalations, disputes, and exception approvals
• Conduct dealer audits to ensure compliance and submission accuracy
• Identify and mitigate risks including incorrect claims, abuse, or fraud
• Maintain robust internal controls and audit readiness
• Monitor and control warranty spend, identifying key cost drivers and risks
• Prepare regular reporting, forecasts, and insights for Finance and leadership
• Manage goodwill expenditure in line with commercial and customer strategies
• Analyse warranty data to identify trends, failure modes, and product quality issues
• Support root cause analysis and drive corrective actions with factory and internal teams
• Contribute to continuous improvement to reduce warranty cost and improve reliability
• Partner with Aftersales, Technical, Parts, Customer Experience, and HQ teams
• Support technical validation of claims and resolution of recurring issues
• Coordinate parts return and support recovery processes where required
• Lead warranty system integration, testing, and optimisation with factory systems
• Drive process efficiency, automation, and data accuracy
• Act as business owner for warranty systems and reporting tools
• Support resolution of complex customer warranty disputes and escalations
• Assist in recall and service campaign execution and claim management
• Develop and deliver training to internal teams and dealers on warranty processes

Job description

• Develop and maintain warranty policies, procedures, and guidelines aligned with factory standards and local law
• Define governance, approval authority, and escalation frameworks for warranty and goodwill decisions
• Act as the internal SME on all warranty-related matters
• Undertake additional duties or contribute to projects related to the Company’s business operations, including providing leadership or support as reasonably required and consistent with the responsibilities of the role.

End-to-End Warranty Operations

• Manage the full lifecycle of warranty claims (submission, validation, approval/denial, reimbursement)
• Ensure claims are processed accurately, consistently, and within agreed timelines
• Oversee complex or high-value claims requiring detailed assessment
• Provide guidance and support to dealers on warranty processes and requirements
• Monitor dealer performance (claim quality, rejection rates, timeliness) and drive improvements
• Manage dealer escalations, disputes, and exception approvals

Audit, Compliance & Risk Control

• Conduct dealer audits to ensure compliance and submission accuracy
• Identify and mitigate risks including incorrect claims, abuse, or fraud
• Maintain robust internal controls and audit readiness

Cost Management & Reporting

• Monitor and control warranty spend, identifying key cost drivers and risks
• Prepare regular reporting, forecasts, and insights for Finance and leadership
• Manage goodwill expenditure in line with commercial and customer strategies

Data Analysis & Quality Improvement

• Analyse warranty data to identify trends, failure modes, and product quality issues
• Support root cause analysis and drive corrective actions with factory and internal teams
• Contribute to continuous improvement to reduce warranty cost and improve reliability

Cross-functional Collaboration

• Partner with Aftersales, Technical, Parts, Customer Experience, and HQ teams
• Support technical validation of claims and resolution of recurring issues
• Coordinate parts return and support recovery processes where required

Systems & Process Management

• Lead warranty system integration, testing, and optimisation with factory systems
• Drive process efficiency, automation, and data accuracy
• Act as business owner for warranty systems and reporting tools

Customer, Recall & Training Support

• Support resolution of complex customer warranty disputes and escalations
• Assist in recall and service campaign execution and claim management
• Develop and deliver training to internal teams and dealers on warranty processes