Senior Director, Customer Experience & Warranty Operations

Regal; Orlando (FL); On-site; USD 130,000 - 190,000; Full time

Job summary

Regal Boats is seeking a Senior Director of Customer Support to lead the full customer support lifecycle, including warranty administration, parts operations, field service, technical training, and the overall customer experience.

The role drives operational excellence, enhances technical capability across teams and dealers, and leverages data analytics to proactively improve product support and ownership satisfaction.

Qualifications

• 5+ years of leadership experience in customer support or related functions.
• Experience in the marine or RV industry is preferred.
• Strong technical knowledge across boat-building domains.
• Experience with warranty systems, parts operations, or dealer networks.
• Proven track record leading cross-functional teams and improving CX.

Responsibilities

• Oversee warranty administration and lifecycle across product lines.
• Lead data-driven improvements to customer support and dealer interactions.
• Manage escalations with structured triage and timely resolution.
• Direct parts fulfillment, field service coordination, and service training.
• Develop and coach teams; elevate CSR product knowledge and dealer training.

Skills

Leadership

Marine/RV industry

Warranty systems

Cross-functional leadership

Data analytics

Customer-first mindset

Problem solving

Communication

Education

Bachelor's degree in Business

Bachelor's degree in Engineering

Bachelor's degree in Operations

Tools

CRM systems

Service platforms

Data analytics tools

Job description

Regal Boats is seeking a Senior Director of Customer Support to lead the full customer support lifecycle, including warranty administration, parts operations, field service, technical training, and the overall customer experience.

The role drives operational excellence, enhances technical capability across teams and dealers, and leverages data analytics to proactively improve product support and ownership satisfaction.