Warranty Team Lead

PURPOSE OF THE JOB

The Warranty Claims Team Lead is responsible for delivering an excellent customer experience for customers and contractors who file a warranty claim. Ensuring timely, accurate, and professional claims processing is critical to this experience and directly influences the perception of Owens Corning as a company of integrity. Direct involvement in escalated claims is occasionally necessary.

The Claims Lead is also responsible for ensuring process documents are followed to maintain SOX compliance. Strong partnerships must be maintained with Manufacturing Quality, Technical Leadership, and the Sales team to ensure alignment on claim disposition. This role requires working knowledge of claim reporting and analytics, including monitoring progress and reporting on large claims over $100K. The Team Lead role carries significant financial responsibility, providing oversight of claims paid and ensuring fulfillment of Owens Corning’s warranty obligations.

Reporting to this position are the Roofing Resolution Specialists. Performance management, along with the growth and development of these roles, is a key priority. This role must drive ownership of claims and customer relationships. The leader also participates in regional Sales meetings, the Warranty Claim Council, and presents at other meetings as requested.

Reports to: Customer Solutions Operations Leader
Span of Control: Individual contributors (Roofing Resolution Specialists)

JOB RESPONSIBILITIES 

Knowing Our Businesses and their Strategies
•    Build cross-functional relationships with Marketing and other key business partners 
•    Understand, and be able to articulate, the objectives of the organization and how they translate into employee actions and functional goals
•    Understand our customers, business channels and the unique challenges and needs of each

Sets Direction & Daily Operations
•    Set a clear, compelling vision for Roofing Warranty team that aligns with Customer Solutions strategy.
•    Use data, insights, and claim trends to shape vision, influence decision‑making, and anticipate needs.
•    Sets direction while empowering Roofing Resolution Specialists to execute daily operations.
•    Provide operational leadership through direct reports to achieve metrics to include cycle time, service metrics, and quality.
•    Handle escalated customer claims in partnership with the PTQ Lead Specialist.
•    Approve claims between $17K - $25K, applying sound judgment and adhering to standard work.
•    Oversee claims with Owens Corning executive‑level awareness and Better Business Bureau involvement.
•    Ensure compliance with business controls, policies, and regulatory requirements.
•    Exercise critical thinking skills to determine if the claim decision aligns with the best interest of Owens Corning.

Leadership & Talent Development 
•    Coach, mentor, and develop direct reports to build strong capability, accountability, and bench strength. 
•    Create development plans, succession strategies, and growth opportunities for direct reports.
•    Foster an inclusive, engaged, and high-performing leadership culture.
•    Drive accountability through clear expectations, performance reviews, and data-driven coaching of direct reports.
•    Review and act on key performance indicators including metrics, productivity, quality audits, and customer feedback.
•    Recognize strong performance and address performance gaps promptly.
•    Create a positive, inclusive, and results-focused team culture.
•    Remove obstacles that prevent the team from achieving results.
        
Support Business Growth, Deliver Best in Class Service and Drive Productivity
•    Ability to translate technical findings into customer friendly terms.
•    Drive a customer centric mindset across the team.
•    Continuously grows understanding of the Roofing businesses, such as the market, customer base, and strategy.
•    Exercise judgment in identifying potential litigation and escalate to the Legal department when appropriate.
•    Implement and maintain business processes that deliver consistent, timely and exceptional experiences for our customers. 
•    Benchmark service with other like companies to ensure competitive edge.
•    Continually evaluate processes for efficiency-drive out waste, ensure best match of talent for required skill level.
•    Ensure back-up and contingency plans for key roles and functions.
•    Maintain knowledge of warranty language and fulfillment of Owens Corning’s liability obligations.
•    Acts as a positive steward of Owens Corning, representing our core values to stakeholders. 

Continuous Improvement & Change Leadership
•    Partner with other Strategic Marketing functions to provide operational support to key strategic initiatives.
•    Champion a continuous improvement culture by applying structured problem‑solving and Lean‑inspired approaches to warranty processes.
•    Identify opportunities to improve efficiency, reduce waste, and enhance customer experience.
•    Lead direct reports through organizational and operational change.

Oversight of Team Metrics
•    Productivity
•    Managing Internal and External Cycle Time for Warranty Claims
•    Phone Service Levels
•    Team Quality Scores
•    Internal Quality Audits
•    Customer/ASM Feedback
•    Claim Handling per FTE

JOB REQUIREMENTS

MINIMUM QUALIFICATIONS & EXPERIENCE
•    1–3 years of people leadership experience with proven success developing and growing talent.
•    Demonstrated experience in customer service or similar service‑oriented environments.
•    Warranty claims experience strongly preferred.
•    Bachelor’s degree preferred.

EXPERIENCE
•    Strong dispute‑resolution and negotiation capabilities, with the ability to navigate complex customer situations.
•    Experience managing day‑to‑day operations in a fast‑moving service environment.
•    Hands‑on experience in claim handling and complaint resolution.
•    Proficiency using reporting and analytics to inform decisions.
•    Project management experience supporting process improvements and operational initiatives.
•    Strong business acumen and sound judgment in making customer, financial, and operational decisions.

KNOWLEDGE, SKILLS & ABILITIES
•    Inclusive leadership style that fosters belonging, collaboration, and shared accountability.
•    Customer‑centric mindset with a passion for strengthening experience and brand loyalty.
•    Strong attention to detail with the analytical capability to interpret data and drive insights.
•    Excellent interpersonal and communication skills, with the ability to build trust and influence others.
•    Working knowledge of Microsoft applications (Outlook, Word, Excel, and PowerPoint).
•    Ability to thrive in a fast‑paced operational environment.
•    Lean/Six Sigma mindset for continuous improvement and eliminating inefficiencies.
•    Strong change‑leadership capabilities and comfort operating amid ambiguity.
•    Demonstrates a strong work ethic and consistently operates with integrity.

#LI-Onsite

#LI-SN1 

About Owens Corning  

Owens Corning is a residential and commercial building products leader committed to building a sustainable future through material innovation. Our products provide durable, sustainable, energy-efficient solutions that leverage our unique capabilities and market-leading positions to help our customers win and grow. We are global in scope, human in scale with more than 25,000 employees in 31 countries dedicated to generating value for our customers and shareholders and making a difference in the communities where we work and live. Founded in 1938 and based in Toledo, Ohio, USA, Owens Corning posted 2024 sales of $11.0 billion. For more information, visit www.owenscorning.com. 

Owens Corning is an equal opportunity employer. Except in limited circumstances such as formal apprenticeship programs, Owens Corning does not employ anyone under the age of 18.