General Summary:

As part of the Customer Service Team, the Programs Manager is responsible for developing, executing, and overseeing all initiatives related to customer claims, warranties and maintenance contracts.

Duties and Responsibilities:

1. Oversee daily operations of claims and warranty department, ensuring claims are processed accurately and efficiently.
2. Programs strategy development/implementation
3. P&L Management
4. Develop and implement procedures to enhance the efficiency of claims processing and resolution.
5. Train, mentor, and supervise claims staff to maintain high standards of service and accuracy.
6. Address claim-related inquiries and resolve disputes to enhance customer satisfaction.
7. Endure adherence to industry regulations and company standards regarding claims and warranty repairs.
8. Serve as the primary management contact for claims and warranty related inquiries, providing clear and effective communication to customers.
9. Work cross-functionally with engineering, quality, and customer service teams to address claims and warranty issues and improve product reliability.
10. Provide KPI metrics to senior management and stakeholders.
11. Identify trends and risks in claims data to inform management and cross-functional departments to improve processes.

Education, Work Experience

1. Bachelor’s degree in relevant field (i.e. Business, Finance).
2. Requires 5+ years of experience in claims management, contract management or aftermarket services.
3. Strong leadership, communication and problem-solving skills.
4. In-depth knowledge of claims management and processes.
5. Aviation MRO experience desired.