(Internal Only) Team Lead, Kia

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Role Summary The Team Lead provides day-to-day leadership, coaching, and operational oversight to a team of Warranty Specialists to achieve operational excellence. As a technical subject matter expert, you will oversee workload distribution, drive performance management through clear expectations and accountability, and foster team development. By ensuring accuracy and efficiency in account oversight, the Lead Admin plays a critical role in maintaining high standards of service and ensuring overall client satisfaction. Key Responsibilities Leadership People Management Lead a team of Warranty Administrators by providing guidance and support on a daily basis Facilitate team meetings Participate in interviewing and selecting talent Reviewing, developing, and evaluating talent Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize, and coach on critical behaviors) Model, train, and coach expectations to deliver the service standard Proactively coach employees as needed Keep the team motivated Scheduling Warranty Administrators and ensuring there is coverage/back-up Operational Oversight Account Management Review, monitor, and adjust accounts and workload as needed, ensuring the accuracy, efficiency, and productivity of all team members Review each admin’s accounts on a weekly basis Verifying EOM billing Serve as second-tier support for client escalations from Warranty Administrators Demonstrate a service culture that prioritizes customer satisfaction Technical Expertise Collaboration Serve as an OEM and technical subject matter expert Maintain OEM training and/or certification, if applicable Engage with Product Management and Development to prioritize accounts for implementation on the Platform and Chirp Participate in Sales calls and Kickoff meetings Additional Information Applicants who advance in the selection process will be asked to complete the Culture Index survey as part of our evaluation. Completion of this step is required for further consideration. Requirements What You Need for This Position Prior experience as a Warranty Specialist A passion for people Strong communication skills and professional writing skills A desire to find solutions Strong sense of self awareness and people management skills Technology skills to utilize the WarrCloud Platform, various DMS systems, and OEM-based software Current WarrCloud employees who apply for this position must also demonstrate that they have mastered the "Recipe for Success" tools and principles. This will be done through a live skills demonstration during the job interview. Nice to Have Previous management or leadership experience Originally posted on Himalayas

职位摘要 团队负责人为保修专员团队提供日常领导、辅导和运营监督，以实现卓越运营。作为技术主题专家，您将监督工作量分配，通过明确的期望和问责制推动绩效管理，并促进团队发展。通过确保账户监督的准确性和效率，Lead Admin在维持高标准服务和确保整体客户满意度方面发挥着关键作用。 主要职责 领导力 人员管理 领导保修管理员团队，每日提供指导和支持 主持团队会议 参与面试和人才选拔 审查、发展和评估人才 通过明确的期望和绩效管理引领问责文化（倾听、观察、认可，并就关键行为进行辅导） 示范、培训和辅导期望，以交付服务标准 根据需要主动辅导员工 保持团队积极性 安排保修管理员的排班并确保有覆盖/后备 运营监督 账户管理 根据需要审查、监控和调整账户和工作量，确保所有团队成员的准确性、效率和生产力 每周审查每位管理员的账户 核实EOM账单 作为保修管理员升级的客户问题的二级支持 展示以客户满意度为优先的服务文化 技术专长 协作 担任OEM和技术主题专家 维护OEM培训和/或认证（如适用） 与产品管理和发展部门沟通，优先安排账户在Platform和Chirp上的实施 参与销售电话和启动会议 附加信息 在选拔过程中晋级的申请人将被要求完成Culture Index调查，作为我们评估的一部分。必须完成此步骤才能进一步考虑。 要求 此职位所需条件 具有保修专员的先前经验 对人的热情 强大的沟通能力和专业写作能力 寻找解决方案的意愿 强烈的自我意识和人员管理能力 使用WarrCloud Platform、各种DMS系统和基于OEM的软件的技术技能 申请此职位的现任WarrCloud员工还必须证明他们已掌握“Recipe for Success”工具和原则。这将通过面试期间的现场技能演示来完成。 加分项 先前管理或领导经验 最初发布于Himalayas

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