What are the responsibilities and job description for the Operations Supervisor position at CNA National Warranty Corp?
CNA National seeks an experienced Operations Supervisor to lead a team responsible for business intake processes, including contract processing, corrections, cancellations, and transfers using our proprietary system. This role ensures operational efficiency, meets departmental KPIs, and delivers exceptional service to our Agents and Dealers.
This role is full-time in the Scottsdale office.
Key Responsibilities
- Oversee timely and accurate processing of transactions and reporting.
- Manage team scheduling, workload distribution, and month-end activities.
- Hire, train, mentor, and retain high-performing teams committed to a positive culture.
- Monitor performance standards and provide feedback using metrics/KPI reporting.
- Handle escalations and resolve issues for internal and external customers.
- Ensure compliance with established policies and procedures.
- Analyze data and recommend improvements to enhance performance.
- Monitor live dashboards for call/chat metrics and take corrective actions as needed.
- Lead process audits and collaborate cross-functionally to improve customer experience.
Qualifications
- High School Diploma or equivalent; Associate degree preferred.
- 4 years of operations or service center experience; 5 years supervisory experience desired.
- Experience in vehicle service contract industry preferred.
- Strong leadership, communication, and analytical skills.
- Ability to manage KPIs and adapt in a fast-paced environment.
- Proficiency in Microsoft Office Suite; experience with JIRA and Workforce Management systems a plus.
CNA National (CNAN) offers service contracts, warranties and other protection products to vehicle purchasers through franchised automobile dealerships nationwide. Founded in 1982 and headquartered in Scottsdale, Arizona, we set out to redefine the service contract industry with a commitment to being the best and doing the right thing. More than 40 years later, we remain true to that vision, evolving alongside the auto industry and delivering top-notch products with exceptional customer service.
Our organizational culture thrives on challenge and engagement, providing opportunities for employees to learn, grow, and feel a sense of purpose within our dynamic workplace.
CNAN had earned two MOTOR Top 20 Awards from MOTOR Information Systems – in 2025 for our online claims portal and 2024 for our electric vehicle service contract. We have been named a #1 provider 22 times in the Dealers’ Choice Awards. In addition, CNAN was the first and one of only two service contract companies recognized for “Highest Overall Dealer Satisfaction” by J.D. Power and Associates. We are a wholly owned subsidiary of CNA Financial, one of the nation’s oldest and largest commercial insurers with more than $60 billion in assets.