Quality Experience/Dispure Resolution Manager
Location: Ridgeville, SC or Mahwah, NJ with regular travel
Govern the end-to-end Critical Customer and Dispute Resolution operations for the U.S. market, ensuring rapid, compliant, and customer-centric outcomes on high-impact cases. This role uses structured triage, root-cause learning, and durable countermeasures to prevent reoccurrence.
Note: All Dispute Resolution Team Members will have a dotted line reporting relationship to this position
1) Governance & Escalation
• Ensure timely escalation and resolution of potential high-impact issues, preparation
of fact-based case reports, and decision readiness for leadership reviews.
• Consolidate insights from customer care, roadside assistance, warranty data, and
technical reports to inform decisions.
• Chair cross functional team meetings to review and mitigate active cases
2) Dispute Resolution Operations
• Lead the end-to-end dispute portfolio (warranty disputes, buybacks, trade assists,
settlements), balancing customer satisfaction, regulatory adherence, and cost.
• Build standardized SOPs or Operations Manuals for mediation, arbitration, and
litigation support.
• Establish an Alternative Dispute Resolution (ADR) operating process with Legal and
Customer Care, including quality of filings, timeliness, and settlement criteria.
3) Quality Learning & Prevention
• Convert dispute and critical case signals into root-cause learning and preventive
actions (technical journals, service guidance, retailer enablement) in collaboration
with Technical Support
• Drive monthly Case Review Process (CRP) cadences with Retailer Technical Support
(RTS) and field teams to improve case quality, clarity, and cycle time.
4) Compliance, Audits & Management Systems
• Maintain readiness for internal/external audits (e.g., ISO 9001 relevant to complaint
handling, customer satisfaction, and corrective action).
• Integrate Business Continuity principles for critical activities, ensuring continuity of
dispute operations during disruptions.
5) Analytics, Reporting & KPIs • Co-develop cross functional KPIʼs and priorities with involved business units
• Develop a dispute analytics dashboard (warranty, buyback/trade-assist, customer
care signals) with weekly trend reviews and monthly executive reporting.
• Track and improve: cycle time to resolution, buyback/trade-assist count & cost,
re-occurrence rate, and customer satisfaction outcomes.
Success Measures
• Establish working processes and governance
• 100% adherence to escalation and documentation standards.
• Evidence of preventive actions leading to measurable decline in repeat dispute drivers
• Measurable reduction in buyback/trade-assist volume and cost
Key Interfaces
• Warranty Operations (policy, payments, buyback/trade-assist governance)
• Technical Helpdesk & Field Technical Support (case quality, guidance)
• Customer Care (case intake quality, customer communications)
• Legal & Compliance (ADR strategy, litigation support)
• Retailer Network & Market Teams (execution and customer outcomes)
Must-have
• Bachelor Degree in Engineering, Business, or related experience (advanced degree a
plus).
• 5–10+ years in automotive service quality, warranty, customer care operations, or
product compliance with measurable outcomes in escalations/disputes.
• Demonstrated experience running structured escalation frameworks and preparing
cases for executive decision forums.
• Operational knowledge of ADR pathways and settlement levers in a
warranty/consumer context.
• Familiarity with ISO 9001 processes and audit evidence requirements.
• Strong analytics and storytelling skills; ability to turn noisy case data into clear
priorities and actions.
Nice-to-have
• Experience with Business Continuity constructs (BIA, critical impact lists,
RTO/MAO).
• Exposure to U.S. automotive compliance and authority interactions.
• Background in continuous improvement/Lean problem solving.
Leadership & Competency Profile
• Drives outcomes through clear governance, coaching, and performance
management.
• Digital leadership mindset: frames purpose, empowers teams, and uses data
dashboards to steer operations.
• Compliance & risk orientation: balances customer outcomes, cost, and regulatory
exposure; ensures audit-ready controls.
Working Conditions
• On-site in Ridgeville, SC or Mahwah, NJ with regular travel for stakeholder
alignment, reviews, mediations, and audits.
• 25% travel expected
• Participation in off-hours critical incident calls when required
Salary Range:
• $79,834 to 119,751 per year
Compensation is determined based on experience, qualifications, internal equity, location and company guidelines
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