Client Operations Manager - Warranty Program

The Opportunity with McKinstry McKinstry is looking for a Client Operations Manager - Warranty Program to support our growing PNW Facility Operations team in Seattle, WA. The Client Operations Manager - Warranty Program provides strategic and operational leadership for the OSM warranty and non-warranty program and product support portfolio, with accountability for team performance, program financial results, service delivery, contractual compliance, client satisfaction, vendor performance, operational risk, and continuous improvement. The role establishes priorities, directs cross-functional execution, makes program-level decisions, resolves escalated issues, and ensures the supporting platform, client accounts, asset data, and reporting enable consistent, scalable operations. Team Leadership and Development Lead and develop the warranty program team by establishing priorities, assigning work, balancing capacity, and setting clear performance and service expectations. Monitor individual and team performance, development, staffing, and succession planning; provide timely coaching and feedback; address performance gaps; and recognize strong results. Recruit, onboard, train, and develop team members and backup coordinators to build technical capability, operating consistency, continuity, and capacity for program growth. Establish team operating practices, training requirements, quality standards, and escalation coverage, including after-hours support, in partnership with internal business teams. Warranty Program and Operations Leadership Own the end-to-end OSM warranty and non-warranty program lifecycle, from client setup and implementation through aftercare, ongoing operations, monthly business reviews, and service delivery. Develop and execute annual program plans, capacity forecasts, technology priorities, and growth initiatives aligned with business and client objectives. Develop and manage program budgets, forecasts, expenditures, and resource plans; monitor performance, address variances, and achieve financial and operational targets. Exercise delegated authority to set priorities, allocate resources, approve routine expenditures, resolve escalations, and implement corrective actions; elevate material financial, contractual, compliance, service, or client risks to Director leadership. Establish program priorities, workflows, procedures, controls, service levels, roles, responsibilities, and performance measures; direct cross-functional execution and make program-level decisions to support consistent, compliant, and scalable operations. Monitor service quality, contractual compliance, vendor performance, operational costs, and program risks; resolve escalated issues, address performance gaps, and lead corrective and continuous improvement initiatives. Govern the warranty platform, client and project accounts, asset hierarchies, equipment records, workflows, user access, data quality, and reporting to support service coordination, compliance, performance measurement, cost visibility, and informed decision-making. Strategic Client Management and Growth Serve as the primary client-facing program leader and subject-matter expert for OSM warranty operations and product support, with accountability for client satisfaction, service expectations, and relationship health. Lead monthly business reviews and other client governance forums; present program performance, financial and operational trends, risks, corrective actions, cost impacts, and strategic recommendations. Direct the resolution of significant client concerns and service escalations by aligning accountable owners, coordinating internal teams and service partners, making timely decisions, and driving issues through resolution and closeout. Build and maintain strategic relationships with McKinstry business lines, client stakeholders, and executive sponsors to understand business priorities, set expectations, expand program capabilities, identify new sales opportunities, and drive sustainable annuity revenue growth. What You Need To Succeed at McKinstry: Bachelor's degree in facilities management, construction management, engineering, business, operations, or a related field, or an equivalent combination of education and relevant experience. Typically five or more years of progressively responsible experience in facilities operations, warranty or service program management, technical service coordination, or a related operational environment, including demonstrated people management and program leadership experience. Demonstrated knowledge of people leadership practices, including workforce planning, work allocation, performance management, coaching, employee development, recruiting, onboarding, and succession or backup planning. Knowledge of end-to-end program and service-delivery lifecycles, from client discovery, setup, and implementation through aftercare, ongoing operations, governance, and closeout. Knowledge of budgeting, forecasting, resource planning, cost management, financial analysis, and corrective-action planning sufficient to achieve program financial and operational targets. Knowledge of contractual obligations, service-level expectations, priority and escalation criteria, operational risk, quality management, vendor governance, and performance management. Knowledge of project management, Lean, Six Sigma principles, or comparable continuous-improvement methods, including workflow design, standard operating procedures, controls, roles and responsibilities, training, and performance measures. Proficiency with computerized maintenance or service-management platforms, including account setup, asset and equipment records, workflows, user access, data governance, reporting, and operational analysis. Ability to manage budgets, forecasts, costs, and resources; make sound program-level decisions within delegated authority; direct cross-functional execution; and elevate material financial, contractual, compliance, service, or client risks appropriately. Ability to lead client governance and monthly business reviews, manage strategic and executive relationships, set expectations, resolve escalations, and communicate financial, operational, contractual, and technical information to diverse audiences. Ability to analyze team, service, quality, cost, vendor, client, and platform data; identify trends and performance gaps; and present clear insights, recommendations, decisions, and corrective actions. Business acumen and consultative skills to identify client needs, expand program capabilities, support sales opportunities, increase adoption, and contribute to sustainable annuity revenue growth. PeopleFirst Benefits When it comes to the basics, we have you covered: Competitive pay 401(k) with employer match and profit-sharing plan Paid time off and holidays Comprehensive medical, prescription, dental, and vision with low or zero deductible options and low out of pocket maximums People come first at McKinstry, and we go beyond the basic benefits with: Family formation benefits, including adoption and IVF assistance Up to 16 weeks paid parental leave Transgender inclusive benefits Commuter benefits Pet insurance \"Building Good\" paid community service time Learning and advancement opportunities via McKinstry University McKinstry Moves onsite gyms or reimbursement for remote workers See benefit plan documents for complete details. If you're driven by our vision to build a thriving planet together, McKinstry is the place to build your career. The pay range for this position is $93,600 - $163,400 per year; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A bonus may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. Base pay information is based on market location. The McKinstry group of companies are equal opportunity employers. We are committed to providing equal employment opportunities to all employees and qualified applicants without regard to sex, gender identity, sexual orientation, age, race, color, creed, marital status, national origin, disability, veteran status, genetic information or any other basis protected by law. This policy applies to all terms and conditions of employment including, but not limited to employment, advancement, assignment, and training. This commitment to Equal Employment Opportunity is made equally as a social responsibility and as an economic and business necessity. McKinstry is a drug-free workplace. Employment is contingent upon successfully passing a pre-employment drug and alcohol test, complying with the requirements of the Immigration Reform and Control Act and a Confidentiality Agreement, in addition to successful outcomes of background and reference checks. Applicants for this role will only be considered if they possess current US Work Authorization, and do not require employer-sponsored VISA support to begin or remain in this role.

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