Warranty CX Lead — Hybrid, Make-to-Order Excellence

Exemplis LLC; Cypress (CA); Hybrid; USD 78,000 - 117,000; Full time

Benefits offered by this job

Health insurance

Hybrid work schedule

401(k) matching

Paid time off

Job summary

Exemplis LLC is seeking a Manager of Warranty CX in Cypress, CA. This hybrid role leads a warranty team and partners with Manufacturing, Quality, and Product Engineering to deliver fast, accurate warranty resolutions for make-to-order products.

The ideal candidate has 3+ years of leadership in warranty operations, strong CRM (Salesforce) skills, and a data-driven approach to drive continuous improvement while maintaining exceptional customer experiences.

Qualifications

• Bachelor's degree or years of equivalent professional experience.
• 3+ years leading teams in warranty, service, or operations within make-to-order manufacturing or mass-customized production.
• Proven track record building and coaching teams prioritizing speed, accuracy, and customer-first resolution aligned with lifetime warranty standards.
• Advanced proficiency in Salesforce or equivalent CRM for managing claim workflows, tracking metrics, and driving data-informed optimization.
• Analytical ability to translate warranty and claims data into actionable insights while balancing cost and satisfaction.
• Experience navigating complex make-to-order supply chains to expedite parts fulfillment and policy consistency.

Responsibilities

• Lead, coach, and develop a high-performing warranty team with clear standards for speed, accuracy, and customer care.
• Drive a culture of speed and urgency across warranty workflow, optimizing claim triage and parts fulfillment SLAs.
• Own end-to-end resolution processes to accelerate warranty turnaround times and ensure parts are sourced, shipped, and installed efficiently.
• Partner with Manufacturing, Quality, and Product Engineering to trace issues to root cause across configurations.
• Translate warranty data into actionable insights to inform product, sourcing, or process improvements.

Skills

Leadership

Warranty operations

CRM (Salesforce)

Education

Bachelor's degree

Tools

Salesforce

Job description

Exemplis LLC is seeking a Manager of Warranty CX in Cypress, CA. This hybrid role leads a warranty team and partners with Manufacturing, Quality, and Product Engineering to deliver fast, accurate warranty resolutions for make-to-order products.

The ideal candidate has 3+ years of leadership in warranty operations, strong CRM (Salesforce) skills, and a data-driven approach to drive continuous improvement while maintaining exceptional customer experiences.