What are the responsibilities and job description for the Director of Service Operations position at WARRANTY PROCESSING INC?
Director of Service Operations
Location: Beloit, WI
About Warranty Processing, Inc. (WPI)
Warranty Processing, Inc. (WPI) is a rapidly growing company specializing in third-party warranty administration and claims processing. Based in Beloit, Wisconsin, we manage the full lifecycle of warranty claims for our clients. Our mission is simple: deliver best-in-class warranty solutions while investing in the growth and development of our people. As we continue to expand, we are building a culture rooted in training, career development, and opportunity.
The Opportunity: Lead WPI’s Next Phase of Growth
We are seeking a dynamic and results-driven Director of Service Operations to join our leadership team. This role is ideal for a leader who thrives on driving performance while inspiring and developing people.
As Director of Service Operations, you will oversee our operational teams, guiding them to new levels of efficiency, quality, and customer satisfaction. Your leadership will directly impact WPI’s growth by:
- Achieving a throughput rate of 88%
- Reducing salary expense as a percentage of sales from 39% to 37.5%
- Shortening claim turnaround times across the business
This is a high-impact position with visibility at the executive level and the opportunity to shape WPI’s future.
Compensation: $130,000–$170,000 includes bonuses
Benefits: Full medical, dental, vision, 401(k), paid time off, and more
Key Responsibilities
- Lead, mentor, and empower a team of 7 direct-report managers, fostering a culture of accountability, collaboration, and growth.
- Establish and monitor key performance metrics to guide strategy, identify improvement opportunities, and ensure business objectives are met.
- Drive initiatives to reduce claim turnaround times and enhance the customer experience.
- Optimize workflows and ensure effective use of internal systems to maximize efficiency and service quality.
- Manage departmental budgets, identifying opportunities to reduce costs and improve overall profitability.
- Oversee staffing and resource planning to meet current operational needs while preparing for future growth.
- Ensure compliance with company policies, client requirements, and all applicable regulations.
Why Join WPI?
At WPI, you’ll step into a pivotal role at a company that’s scaling quickly. You’ll have the authority to make measurable improvements, the support of a collaborative leadership team, and the opportunity to shape a culture where people and performance thrive together.
If you are ready to lead a growing team, optimize performance, and leave your mark on a company in rapid growth mode, we’d love to hear from you.
What We’re Looking For
We value leadership, adaptability, and problem-solving over specific industry backgrounds. The ideal candidate will bring:
- Proven Leadership: Experience building, coaching, and motivating teams to achieve ambitious goals.
- Data-Driven Mindset: Ability to analyze performance data and translate insights into actionable strategies.
- Operational Excellence: A record of improving processes, efficiency, and key performance metrics.
- Change Leadership: Comfort with driving organizational change and continuous improvement initiatives.
- Systems Thinking: Experience managing or optimizing tools like CRMs to improve workflows and outcomes.
Preferred: 5 years of progressive leadership experience, minimum of 3 years management in a service related industry