Senior Manager Warranty Programs

Job Summary

The Senior Manager, Warranty Programs leads the execution, administration, and continuous improvement of warranty programs across assigned business units and service channels. The role ensures consistent application of warranty policies, timely resolution of complex cases, accurate reporting and financial controls, and effective coordination across Services, Sales, Finance, Quality, Engineering, Manufacturing, and business-unit stakeholders.

This leader helps shape warranty strategies and policies, translates them into practical operating processes, leads cross-functional improvement initiatives, manages program performance and escalations, and develops program managers, analysts, and operational support teams. The role identifies systemic issues, recommends policy and process improvements, and provides senior leaders with fact-based analysis and implementation plans.

Responsibilities

• Enterprise ownership: Support the development of warranty strategy, policies, approval authorities, controls, decision rights, operating standards, and performance measures across business units and regions.
• Executive decision support: Provide recommendations for high-risk, high-value, complex, or precedent-setting warranty matters.
• Financial stewardship: Own the management framework for warranty costs, reserves, recoveries, cost of quality, forecasts, controls, and measurable improvement benefits.
• Team leadership: Lead a team of Warranty Program Managers responsible for day-to-day execution and administration across assigned business units, regions, or service channels.
• Policy execution: Implement warranty policies, controls, approval requirements, decision criteria, and escalation paths established by leadership.
• Escalation management: Manage complex warranty reviews and escalations, recommend policy-aligned resolutions, and elevate high-risk or precedent-setting matters when appropriate.
• Performance management: Monitor warranty costs, reserves, recoveries, aging, cycle time, root cause, compliance, and customer impact; identify corrective actions and improvement opportunities.
• Executive reporting: Prepare operating reviews, forecasts, dashboards, and recommendations for senior leaders.
• Cross-functional resolution: Coordinate root-cause and corrective-action activities with Quality, Engineering, Manufacturing, Product Management, and Service teams.
• Process improvement: Lead improvements in process standardization, workflow, reporting, data quality, training, and knowledge management within the assigned scope.
• Talent development: Coach and develop program managers, analysts, and operational support associates; set priorities and performance expectations.
• Organizational readiness: Support acquisition integration, policy changes, new offerings, audits, and organizational-readiness activities.
• Representation: Represent Warranty Programs in operational reviews and cross-functional working teams.

Minimum Qualifications

• Bachelor’s degree in business, engineering, operations, finance, data and analytics, or a related field. An equivalent combination of education and progressively responsible experience may be considered.
• Eight or more years of progressively responsible experience in warranty, service operations, program management, quality, customer resolution, or a related function, including at least three years leading people, projects, or cross-functional teams.
• Proven ability to establish policy, governance, controls, decision rights, and performance-management routines that drive measurable outcomes.
• Demonstrated experience managing complex programs or operations across multiple functions or business units.
• Working knowledge of warranty administration, policy application, entitlement, claims, financial controls, or cost of quality.
• Strong analytical, problem-solving, stakeholder-management, written-communication, and presentation skills.
• Experience implementing process improvements, reporting routines, workflow changes, training, or organizational-adoption plans.
• Ability to lead teams and influence results in a matrixed environment.
• Advanced proficiency in Microsoft Excel and PowerPoint, with working knowledge of ERP, CRM, workflow, and reporting platforms.

Preferred Qualifications

• Master’s degree in business, engineering management, operations, or a related discipline.
• PMP, PgMP, MSP, or an equivalent program- or project-management certification. Candidates without a current certification should demonstrate strong practical program-management experience; willingness to pursue an appropriate credential after hire is preferred.
• Lean Six Sigma Green Belt or a comparable continuous-improvement qualification.
• Experience in a global industrial, technology, manufacturing, data-center infrastructure, or field-service environment.
• Experience with Oracle or another enterprise ERP; Salesforce or another CRM; Smartsheet or a comparable workflow tool; Power BI; and knowledge-management solutions.
• Experience with data-quality remediation, acquisition integration, or multi-business-unit process standardization.

Position Eligibility Requirements

• Ability to support critical escalations outside standard business hours when necessary.
• Ability to participate in virtual and in-person cross-functional and customer meetings.
• Travel of up to 10% may be required.

Vertiv Values and Behaviors

• Act like an owner and take accountability.
• Assume positive intent and foster collaborative relationships.
• Embrace the customer experience.
• Think and act broadly.
• Drive change and innovation.
• Be self-aware, learn, and develop others.
• Leverage diverse perspectives for organizational effectiveness.
• Take intelligent risks and address mistakes quickly.

Equal Opportunity and Work Authorization

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities in hiring and employment and do not discriminate on the basis of any status protected by applicable law.