NOTE: THIS POSITION IS FOR INTERNAL CANDIDATES ONLY.

EXTERNAL CANDIDATES WILL NOT BE CONSIDERED.Position Purpose:The Service Delivery GM Supervisor is responsible for overseeing the day-to-day operations of the Service Delivery team, ensuring that services are provided efficiently, on time, and in line with customer expectations.

This role focuses on managing team performance, optimizing processes, and resolving service-related issues.

The Supervisor will also collaborate with internal departments to ensure smooth service integration of WarrCloud’s software and adherence to company standards and policies.What You Will Be Doing Serve as an OEM subject matter expert  Lead a team of Team Leaders and their assigned Warranty Administrators Responsible for deployment and use of Technology Management products to the extent allowed by the brand (Platform, BOT Library, and Chirp) Responsible for oversight of the above team along with adherence to company standards for meeting content and proper recording of customer contacts within our CRM Maintain OEM training and/or certification if applicable Engage with Product Management and Development to prioritize accounts for implementation on the Platform and Chirp Facilitate team meetings to ensure company business items are understood.

Participate in Kickoff and Claims Initialization meetings Demonstrate a service culture that prioritizes customer satisfaction Model, train, and coach expectations to deliver the service standard Participate in interviewing and selecting of new team members Assessing, building, and sustaining a high level of team expertise, ensuring sufficient talent pipeline for future promotions Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize, and coach) on critical behaviors Serve as second-tier support for client escalations from Warranty Administrators Scheduling Warranty Administrators and ensuring there is coverage/back-up  Provide oversight and knowledge of the accounts within your team and escalate to and partner with Customer Success to control preventable churn Ensuring each customer account is reviewed by yourself or your Team Lead on a weekly basis to ensure currency/professional standard of service   Verifying EOM billing at the beginning of each month Verifying any bonus program payouts  Proactively coach employees as needed Utilize various tracking tools to ensure team members are working appropriate hours and maintaining a balanced workload across the team