Job Description

Let's introduce ourselves

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

What you'll do

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)

What you'll bring

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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