Warranty Program Manager

Position Summary

The Concessions Program Manager owns and administers the North America Concession Program and related procedures, ensuring concession requests are evaluated, routed, approved, and executed in alignment with established governance and approval authority. This role leads the end-to-end concession workflow—intake, investigation, costing/justification, approval routing, execution coordination, and reporting—while partnering with Sales, Finance, Quality, Legal, and Operations to protect customer relationships and Vertiv’s financial and compliance posture.

Roles & Responsibilities 

• Own the Concessions Program (NA): Maintain program governance, standards, and end-to-end operating rhythm.
• Manage intake and case control: Ensure each request is complete, properly documented, and tracked from submission through closure.
• Evaluate and validate requests: Investigate facts, confirm eligibility/appropriateness, and determine required supporting inputs from partner teams.
• Develop cost and business justification: Consolidate cost impacts (parts, labor, credits/refunds, etc.), define recommendation, and document rationale.
• Route approvals per authority levels: Drive timely review and decisioning by the correct approvers; ensure approvals are obtained before execution.
• Coordinate execution across functions: Partner with Sales, Finance/Accounting, Order Management, Quality, Legal, Service/Tech Support, and others to implement approved outcomes accurately.
• Escalate high-risk or high-value cases: Identify urgent/complex issues early and elevate when required to protect Vertiv and customer relationships.
• Ensure compliance and audit readiness: Maintain decision records, approval evidence, and required documentation to support controls and traceability.
• Report program performance: Provide routine visibility to leadership on concession cost, backlog, cycle time, trends, and key drivers.
• Drive continuous improvement: Identify recurring root causes, process gaps, and training needs; implement improvements to reduce cost and cycle time.

Qualifications

• Bachelor’s degree or equivalent combination of training and experience.
• Proven program / operations ownership experience driving cross-functional workflows, approvals, and execution.
• Strong written and verbal communication skills with ability to communicate effectively at all organizational levels.
• Comfortable engaging external requesters/customers for clarification and issue resolution, while coordinating customer-facing decision communication through Sales governance.
• Ability to build clear cost/impact justifications and recommendations (documentation discipline, audit-ready records).
• Strong prioritization, organization, and escalation judgement in time-sensitive / high-impact cases.
• Tool proficiency: Microsoft Office plus workflow tracking/reporting tools (e.g., Smartsheet; dashboards/metrics reporting such as Power BI).
• Metrics/KPI mindset—ability to report cost, cycle time/backlog health, and drive continuous improvement.
• Preferred: CAPM/PMP certification and/or equivalent program management experience.