Digital Warranty Care Manager

Plans and oversees daily warranty care activities, including receiving shipments and customer packages, managing customer communications, processing returns and exchanges, quality checking shop work, and coordinating FedEx pickup. Demonstrated ability to handle customer interactions via email, phone, SMS and internal systems while resolving issues professionally and de-escalating high-level situations with empathy, sound judgement, and a focus on resolution.

Overview

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The Digital Warranty Care Manager is responsible for supervising a team of Warranty Care Specialists with the goal of providing a superior customer service experience through our service channels for our customers. This role is critical to the success of our growing eCommerce business and requires a high attention-to-detail and a process-oriented mindset.

Responsibilities

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• Leads a team of Warranty Care Specialists to ensure timely, accurate processing of Return for Service orders.
• Plans and oversees daily warranty care activities, including receiving shipments and customer packages, managing customer communications, processing returns and exchanges, quality checking shop work, and coordinating FedEx pickup.
• Tracks daily shipping metrics and monitors the CSC Return for Service dashboard.
• Resolves missing packages and shipment issues through proper research and follow-up.
• Partners with the Director of Digital Fulfillment to address delays caused by weather, holidays, or other disruptions.
• Assist in the tracking of all incoming/outgoing warranty and service work requests from Home Office.
• Recruits, hires, trains, and evaluates Warranty Care Specialists.
• Maintains vendor relationships with FedEx, Brinks, and other partners.
• Oversees inventory control, scheduled inventories, and supplies ordering.
• Partners with Digital Sales Managers to resolve customer inquiries and service issues.
• Reviews customer feedback and identifies sales and service opportunities through warranty care communications.
• Completes required accounting and audit documentation on time.
• Coordinates with the Digital Fulfillment Manager to ensure supplies and shipping deadlines are met.
• Provides leadership feedback on performance, service concerns, and process improvement opportunities.
• Supports ongoing efficiency improvements within the Warranty Care process.

Qualifications

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• 3+ years of successful experience managing returns, repairs, exchanges, upgrades, and service workflows in a deadline-driven environment.
• 2+ years successful experience in scheduling, training, coaching, evaluating, and motivating direct reports including hiring and onboarding full-time staff.
• Demonstrated ability to handle customer interactions via email, phone, SMS and internal systems while resolving issues professionally and de-escalating high-level situations with empathy, sound judgement, and a focus on resolution.
• Proven ability to understand shipping processes, shipment tracking, delivery deadlines, and missing package resolution.
• Strong attention to detail in processing returns, exchanges, service requests, and associated documentation.
• Proven ability to manage daily inventory, reconciling weekly/monthly counts, and maintain accurate records of service items.
• Proven ability to track daily metrics, monitor workflow performance, and report on shipping volume and customer engagement.
• Strong collaboration skills to work with digital fulfillment leadership, sales, warranty, accounting, and customer service teams.
• Demonstrated ability to research and resolve order-related and shipping-related customers concerns quickly and professionally.
• Demonstrated ability to identify inefficiencies, provide actionable feedback and help improve fulfillment speed, accuracy, and service levels.
• eCommerce experienced preferred

 

 Application Deadline: Initial consideration will be given to applications received by August 28, 2026. Applications received after this date may be considered if the position remains open or the application period is extended.

Behavioral Characteristics

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The successful incumbent is highly organized, detail-oriented and responsive with a strong sense of urgency for resolving customer issues and meeting Return for Service deadlines. This individual leads with confidence, stays hands-on in daily operations, and manages multiple priorities while keeping the team focused on accuracy and follow-through. They communicate clearly and effectively with direct reports, internal partners, and vendors to maintain smooth workflows and strong customer service. Strong accountability and sound judgment are essential, especially when handling services issues, customer communications, and process disruptions. Overall this role requires structure, reliability, and a strong focus on execution and customer care.

Work Environment

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This role is on-site as part of the Home Office team. The primary environment for this role is an open office. Considerable business is conducted using both the telephone and computer technology. This role may be approved to work remotely on specific occasions but that does not change the ongoing classification of the role as on-site. Travel may be required to stores, conferences or events up to 5% of the time.

Why Work for Shane Co.?

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Joining #TeamShaneCo comes with a host of benefits designed to support you and your loved ones- we understand a supportive benefits package is key to a fulfilling work experience. As a family-owned business, we prioritize your well-being, recognizing that our success is a collective effort. Here's what we offer:

Compensation and Recognition: We offer a competitive base rate and an opportunity for a yearly bonus.
Time off: You’ll enjoy a generous time-off package, including 3 weeks of vacation, and an annual float day. We value holidays and are closed on major ones. Plus, you receive a float day and paid volunteer day annually. We also value your work-life balance and keep favorable hours that provide a great retail experience to our customers while respecting your time and well-being.
Family-centric benefits: We care about your family, and our benefits extend beyond standard offerings. In times of major illness, you can earn time off at full pay for self or family care. You’ll also benefit from paid parental leave, an Employee Assistance Program, and assistance navigating medical complexities.
Health and wellness: We value your health and provide you with paid sick time. Additionally, you can access competitive medical, dental, and vision plans, a 401(k) with company match, and flexible spending accounts. You can also enjoy voluntary benefits, including long-term disability, life insurance for dependents, and pet insurance. We also have a dedicated staff member who focuses on well-being and work-life balance, ensuring you thrive professionally and personally.
Employee Discount: Enjoy a generous store and online discount, available for you and your family members.

Shane Co. serves our customers with an unparalleled standard of excellence. Our people get to share in our customers’ milestone moments such as weddings, birthdays, anniversaries, and everything in between.

Our goal for you is to give you an employment experience like no other so you wake up and want to come to work every day. If you love being part of a team as well as providing personal attention to every customer, this is the place for you!

Base Pay range for this role is $84,000 - $114,000 annually. Your placement in the range is determined through interviews, a review of experience, knowledge, skills, balanced pay with other team members and alignment with geographic market data. Home office base pay ranges are based on the Denver market.  We target most new hire offers toward the lower end of the listed range, but more demonstrated experience, knowledge and skills may result in a higher starting rate.

Beyond Base Pay: Home office positions are eligible for consideration for an annual bonus, based on total company performance.  Amounts vary by role and are based on a percentage of eligible earnings for the fiscal year.