Director of Auto Warranty Claims

The Director of Warranty Claims is responsible for leading and overseeing the end-to-end operations of the Service

Contract Claims department, with a focus on Vehicle Service Contracts (VSC), Ancillary products (such as tire &

wheel, key replacement, and appearance protection), and Guaranteed Asset Protection (GAP). This role ensures

efficient claims adjudication, process integrity, regulatory compliance, and a high-quality customer experience.

The Director drives team performance through strong people leadership, cross-functional collaboration, and

execution of operational strategy. This position plays a critical role in aligning daily operations with broader

business goals, continuously improving workflows, and supporting system enhancements to scale operations across

all warranty claim types.

• Provide executive leadership for end-to-end service contract claims operations, encompassing Vehicle

Service Contracts (VSC), Ancillary products (e.g., tire & wheel, key replacement), and Guaranteed Asset

Protection (GAP).

• Lead, mentor, and scale a team of managers, team leads, and adjudicators to deliver operational

excellence, technical accuracy, and an exceptional customer experience.

• Oversee performance against key operational metrics, including claim cycle times, inventory levels, and

service-level agreements (SLAs), ensuring efficiency, compliance, and alignment with business goals.

• Manage departmental budget and resource planning, including staffing models, expense oversight, and

forecasting, to ensure cost-effective operations and strategic investment in talent and tools.

• Act as a senior liaison across internal partners-including Product, IT, Underwriting, Compliance, and

Finance-to drive integration of claims strategy with enterprise initiatives and regulatory requirements.

• Drive continuous improvement by evaluating workflows, identifying opportunities for automation or

system enhancements, and implementing scalable solutions to support growth.

• Serve as the executive escalation point for complex or high-impact claim matters, providing leadership in

exception handling, policy application, and reputational risk management.

• Partner with Quality Assurance and Training leaders to embed operational standards, strengthen audit readiness, and ensure consistency in claims adjudication and documentation. • Leverage data and analytics to monitor performance trends, assess operational health, and develop actionable insights that inform strategic planning, budget decisions, and resource allocation. The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Periodic Job Functions

• Other duties and special projects as needed.

• Claims Expertise: Strong understanding of Vehicle Service Contracts (VSC), Ancillary products (e.g., tire &

wheel, key, appearance protection), and GAP claims

• Leadership: Proven ability to lead and develop high-performing teams, including people leaders; sets clear

expectations and drives accountability

• Operational Excellence: Strong organizational skills with the ability to manage multiple priorities, workflows,

and deadlines in a dynamic environment

• Analytical Thinking: Ability to use data and metrics to identify trends, solve problems, and support process

improvements

• Communication: Exceptional written and verbal communication skills; able to convey complex information

clearly to all levels of the organization

• Customer-Centric Mindset: Strong service orientation with a focus on delivering quality outcomes for both

internal and external customers

• Cross-Functional Collaboration: Skilled at partnering with Product, IT, Underwriting, Compliance, and Finance

to align on business goals

• Process Improvement: Experience identifying inefficiencies and implementing scalable solutions, including

automation or system enhancements

• Collaborates with dealerships, agents, and lenders to ensure consistent execution and support of protection

product distribution.

• Adaptability: Comfortable leading teams through change, including system migrations, business shifts, or

organizational restructuring.

• Technology Proficiency: Working knowledge of claims management systems, reporting tools (e.g., Excel, Power

BI, Tableau), and workflow platforms.