Mgr, Warranty CX
Exemplis LLCCompany: Exemplis Department: Customer Experience Location: Cypress, CA, US, 90630 Work Designation: Hybrid Salary Range : $78,077.00 - $117,115.00 Position Summary: The Manager of Warranty at SitOnIt Seating serves as the strategic pillar of our lifetime warranty commitment, ensuring every award-winning, make-to-order, mass-customized product delivers on our promise of quality and trust. This role oversees daily warranty operations while providing expert leadership, guidance, and subject-matter expertise to cross-functional teams. The ideal candidate is a people-focused leader who navigates both technical and non-technical environments with ease, bringing organization, dependability, and a results-driven mindset to the forefront. With a collaborative style rooted in consistency, empathy, and sound judgment, you’ll lead by example, champion solution-oriented thinking, and take pride in achieving small wins that collectively define a 5-star customer experience. Responsibilities and Essential Functions: Lead, coach, and develop a high-performing warranty team, setting clear standards for speed, accuracy, and customer care Drive a culture of speed and urgency across the warranty workflow, optimizing claim triage and parts fulfillment SLAs to minimize dealer and customer downtime while maintaining accuracy. Own end-to-end resolution processes to accelerate warranty turnaround times, ensuring critical, make-to-order components are sourced, shipped, and installed with expedited efficiency. Partner closely with Manufacturing, Quality, and Product Engineering to trace issues back to root cause across components and configurations Translate warranty and claims data into actionable insight, identifying trends that inform product, sourcing, or process improvements Balance customer satisfaction with cost discipline, managing warranty spend without compromising on quality or trust Maintain and evolve warranty policy to stay consistent, fair, and easy for dealers and customers to navigate Serve as the escalation point for complex, high-visibility, or sensitive warranty matters Partner cross-functionally with CX, Sales, and Dealer Support to reinforce SitOnIt's reputation for standing behind its products Qualifications, Skills and Education: Required 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 for product, sourcing, or process improvements while balancing cost and satisfaction. Experience navigating complex make-to-order supply chains to expedite parts fulfillment, minimize downtime, and ensure policy consistency across configurations. Preferred Qualifications: Experience in furniture, contract, or related manufacturing industries with direct exposure to make-to-order production and warranty ecosystems. Background in Lean, Six Sigma, or continuous improvement methodologies driving operational efficiency, reduced cycle times, and elevated service quality within warranty operations. Perks and Benefits: We hope that you’re excited by the possibilities that come along with working at Exemplis! With us, TEAM comes first. We bring integrity, passion, and excellence to work each day. Being part of our team means living our core values and thriving in an environment of constant innovation and positive change. In addition to our unique culture, we also offer these fun perks and benefits. Competitive Salary: Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compens…