Director, Customer Experience & Warranty

Conmet; Vancouver, Northern (WA, KY); Hybrid; USD 153,000 - 255,000; Full time

Benefits offered by this job

Excellent retirement package

ESOP participation (100% company paid)

401k with company match

Paid vacation and holidays

Sick leave

Job summary

ConMet seeks an experienced Director of Customer Service to lead our customer service and warranty organizations. This strategic leader will improve customer experience, manage warranty processes, and drive cross-functional improvements across quality, operations, engineering, supply chain, sales, and finance.

The role requires manufacturing/automotive experience, warranty program expertise, and strong leadership.

Qualifications

• Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent experience.
• 8+ years of experience in customer service, warranty administration, quality, operations, or a related field.
• 5+ years of leadership experience managing teams and cross-functional initiatives.
• Strong knowledge of warranty processes, customer service systems, customer escalation management, root-cause analysis, and corrective action.

Responsibilities

• Lead, coach, and develop customer service and warranty teams.
• Understand existing systems and organizations and develop improvements to systems, processes and organizational resources to optimize our customer experience.
• Oversee and implement improved service standards, KPIs, escalation processes, and operating rhythms that deliver consistent customer experience.
• Oversee the end-to-end warranty claim process, including investigation, approval or denial, payment, reporting, and closure.
• Partner with Quality, Engineering, Manufacturing, Supply Chain, Sales, and Suppliers to resolve customer concerns and implement corrective actions.
• Analyze customer service and warranty data to identify trends, recurring issues, cost drivers, and improvement opportunities.
• Serve as a senior escalation point for significant customer concerns, service failures, and warranty disputes.
• Develop reporting and dashboards for customer satisfaction, claim turnaround time, backlog, repeat issues, claim rates, and warranty costs.
• Support product launches, process changes, and strategic initiatives by ensuring customer service and warranty readiness.
• Oversight will be at various locations and will require travel as appropriate.

Skills

Leadership

Communication

Problem-solving

Cross-functional collaboration

Customer service systems

Education

Bachelor's degree in Business, Operations, Engineering, or related field

Tools

SAP

ERP

CRM

Warranty systems

Job description

ConMet seeks an experienced Director of Customer Service to lead our customer service and warranty organizations. This strategic leader will improve customer experience, manage warranty processes, and drive cross-functional improvements across quality, operations, engineering, supply chain, sales, and finance.

The role requires manufacturing/automotive experience, warranty program expertise, and strong leadership.