Swimming Pool Warranty Manager

About the Role As the Warranty Manager, you’ll lead the strategy and day-to-day operations of Anthony & Sylvan’s Warranty and Customer Relations functions, driving initiatives that improve efficiency, strengthen customer satisfaction, and support overall business performance. You’ll develop and implement processes, metrics, and operational standards that help teams deliver responsive, solution-focused service while managing warranty operations effectively and efficiently. Working closely with leadership and field teams, you’ll play a key role in creating a positive customer experience and achieving division customer satisfaction goals. General Summary of Position The Warranty Manager is responsible for developing and implementing the necessary initiatives, policies, metrics, and procedures to facilitate the most profitable and efficient management of Anthony & Sylvan’s Warranty and Customer Relations operations, while maximizing customer satisfaction. Works with Management and staff to ensure the attainment of the division’s stated Customer Satisfaction goals. Essential Functions and Responsibilities Lead and develop the Warranty/Customer Relations team by recruiting, training, coaching, and retaining employees and subcontractors, while fostering a customer-focused culture centered on proactive communication, accountability, and continuous improvement. Drive operational performance and process consistency by developing and monitoring key performance metrics, analyzing warranty leakage and customer service trends through root cause analysis, and implementing corrective actions to improve efficiency, quality, and customer satisfaction. Oversee customer relations and issue resolution efforts by maintaining high service standards, partnering directly with customers on escalated concerns, and collaborating closely with Construction teams to improve communication and overall customer experience. Ensure compliance with operational policies, procedures, and safety standards by enforcing consistent execution across the Warranty/Customer Relations team, conducting field safety audits, monitoring subcontractor performance, and implementing improvements where necessary. Manage subcontractor and vendor performance by evaluating workmanship, communication, responsiveness, and overall service quality, while establishing improvement expectations and timelines for underperforming partners. Support operational training, documentation, and continuous improvement initiatives by maintaining current knowledge of pool and backyard technologies, developing operating procedures and training materials, and educating team members on construction, maintenance, and repair practices. Assist with strategic planning and departmental operations by supporting budgeting processes, organizational planning, senior leadership presentations, and additional projects and duties in alignment with Anthony & Sylvan Pools’ operational goals and policies. Qualifications – Knowledge, Skills & Abilities Education Licenses/Certifications Lean or Six Sigma certification/background a plus Years of Experience 5+ years of management experience, including supervision of subcontractors and field technicians Required Skills & Abilities Proven leadership skills with the ability to coach, develop, and mentor team members Creative, forward-thinking approach to problem-solving and operational improvement Demonstrated track record of setting and achieving performance objectives Strong written and verbal communication skills with effective interpersonal abilities Strong organizational, time management, and prioritization skills Ability to multitask and manage competing priorities in a fast-paced environment Self-motivated with a positive, enthusiastic, and hands-on management style Proficiency in Microsoft Office, including strong Excel skills Travel Requirements As needed Other Requirements PHYSICAL REQUIREMENTS Primarily sedentary work performed in an office environment Ability to communicate promptly and clearly via phone and computer Ability to drive or travel between job sites as needed Ability to work in outdoor environments under varying weather conditions Ability to lift and carry up to 30 pounds; often greater than 30 pounds Ability to stand, walk, climb, stoop, kneel, crouch, and crawl Ability to wear required PPE (e.g., hard hats, safety boots, gloves) Acknowledgement Position duties and expectations change over time. This job description is not intended to be an all-inclusive, exclusive or exhaustive list of the job functions that an employee in this position may be asked to perform from time to time. The employee may perform other related duties as assigned to meet the ongoing needs of the Company. If there is ever a time that you are unsure what is expected of you, you are expected to meet with your manager and ask questions. If you are unsure how to perform a certain task, ask your manager before performing. #J-18808-Ljbffr Anthony & Sylvan Pools