Mgr, Warranty CX

Company: Exemplis

Department: Customer Experience

Location:

Cypress, CA, US, 90630

Work Designation: Hybrid

Salary Range: $78,077.00 - $117,115.00

Position Summary:

The Manager of Warranty at SitOnIt Seating serves as the strategic pillar of our lifetime warranty commitment, ensuring every award-winning, make-to-order, mass-customized product delivers on our promise of quality and trust. This role oversees daily warranty operations while providing expert leadership, guidance, and subject-matter expertise to cross-functional teams. The ideal candidate is a people-focused leader who navigates both technical and non-technical environments with ease, bringing organization, dependability, and a results-driven mindset to the forefront. With a collaborative style rooted in consistency, empathy, and sound judgment, you’ll lead by example, champion solution-oriented thinking, and take pride in achieving small wins that collectively define a 5-star customer experience.

Responsibilities and Essential Functions:

Lead, coach, and develop a high-performing warranty team, setting clear standards for speed, accuracy, and customer care
Drive a culture of speed and urgency across the warranty workflow, optimizing claim triage and parts fulfillment SLAs to minimize dealer and customer downtime while maintaining accuracy.
Own end-to-end resolution processes to accelerate warranty turnaround times, ensuring critical, make-to-order components are sourced, shipped, and installed with expedited efficiency.
Partner closely with Manufacturing, Quality, and Product Engineering to trace issues back to root cause across components and configurations
Translate warranty and claims data into actionable insight, identifying trends that inform product, sourcing, or process improvements
Balance customer satisfaction with cost discipline, managing warranty spend without compromising on quality or trust
Maintain and evolve warranty policy to stay consistent, fair, and easy for dealers and customers to navigate
Serve as the escalation point for complex, high-visibility, or sensitive warranty matters
Partner cross-functionally with CX, Sales, and Dealer Support to reinforce SitOnIt's reputation for standing behind its products

Qualifications, Skills and Education:

Required Qualifications:

Bachelor's degree or years of equivalent professional experience
3+ years leading teams in warranty, service, or operations within make-to-order manufacturing or mass-customized production.
Proven track record building and coaching teams prioritizing speed, accuracy, and customer-first resolution aligned with lifetime warranty standards.
Advanced proficiency in Salesforce or equivalent CRM for managing claim workflows, tracking metrics, and driving data-informed optimization.
Analytical ability to translate warranty and claims data into actionable insights for product, sourcing, or process improvements while balancing cost and satisfaction.
Experience navigating complex make-to-order supply chains to expedite parts fulfillment, minimize downtime, and ensure policy consistency across configurations.

Preferred Qualifications:

Experience in furniture, contract, or related manufacturing industries with direct exposure to make-to-order production and warranty ecosystems.
Background in Lean, Six Sigma, or continuous improvement methodologies driving operational efficiency, reduced cycle times, and elevated service quality within warranty operations.

Perks and Benefits:

We hope that you’re excited by the possibilities that come along with working at Exemplis! With us, TEAM comes first. We bring integrity, passion, and excellence to work each day. Being part of our team means living our core values and thriving in an environment of constant innovation and positive change.

In addition to our unique culture, we also offer these fun perks and benefits.

Competitive Salary: Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges are developed with the support of national benchmarks and industry best practices that adjusts to your cost of labor, years of relevant experience, skill set, and education.
Hybrid Work Schedule: We believe in supporting a healthy work–life balance and offer a flexible hybrid schedule, with remote work on Mondays and Fridays and onsite collaboration on Tuesdays, Wednesdays, and Thursdays.
Health Insurance: We offer a variety of health insurance options (medical, dental, vision, etc.) for all of our team members. Eligible the first month following your start date.
401(k): We match 100% up to 3% and then 50% of the next 2% deferred.
Time Off: Taking time off to recharge is a must whether it is for your personal health or vacation; paid time off starts accruing day 1!
Observed Holidays: 10 company observed holidays: New Years, Martin Luther King, President’s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Day.
Employee Discounts: We offer discounts to our employee across all of our product lines.
Hit our Numbers Lunch: When we hit our monthly milestones, we all celebrate!
Tuition Scholarships: Partnership with UMASS Global for 10%-20% off tuition for you and/or your family.

About Us:

It all started in a small warehouse in California with just three employees, a fax machine and a bell that rang out every time a chair came down the conveyor belt. 30 years later, Exemplis continues to lead, innovate and disrupt an array of industries through its growing family of brands — including SitOnIt Seating, Timbuk2, X-Chair, Maverick, Mavix, Edloe Finch, and Albany Park.
From sustainable manufacturing to outreach programs and more, we strive to make a positive impact on everyone we serve. We make sure our people (and their communities) are at the core of our organization. To make a difference, we must be a champion of diversity, inclusion, service and social justice — above all else.
Are you ready to be a part of something special? We have headquarters, offices and retail stores across the U.S. (plus a variety of flexible work opportunities). Learn more and apply today.
Exemplis is an Equal Opportunity Employer and our company adheres to the equal employment opportunity guidelines set forth by federal, state, and local laws. Read our full statement on our careers page.