Aftersales Operations Lead

Aftersales Operations Lead

The Aftersales Operations Lead is responsible for overseeing all post-sale activities related to warranty operations. This role ensures the delivery of a seamless aftersales experience, drives profitability through service and parts operations, and enhances customer satisfaction and retention. The ideal candidate will bring strong leadership, operational expertise, and a customer-centric mindset to optimize workshop productivity, inventory management, and service delivery.

Key Responsibilities:

• Operational Management
• Oversee daily operations of the Warranty Contact Center.
• Monitor and manage KPIs (e.g., Claims Backlog, Call Center Performance, Pre-Authorization program).
• Customer Experience & Retention
• Drive initiatives to improve Dealer experience and ensure exceptional service delivery.
• Address dealer complaints or escalations and ensure timely resolution.
• Financial Management
• Prepare and manage aftersales budgets and forecasts.
• Identify opportunities to drive revenue growth through upselling services, accessories, and maintenance packages.
• Control operational costs and maximize departmental profitability.
• Team Leadership
• Lead, train, and develop aftersales teams including Warranty Adjudication Team, Dealer Call Center and Pre-Authorization departments.
• Promote a culture of accountability, teamwork, and continuous improvement.
• Compliance & Quality Assurance
• Ensure adherence to OEM (Original Equipment Manufacturer) guidelines, warranty policies, and regulatory requirements.
• Implement and maintain service quality standards and health & safety regulations.
• Reporting & Analysis
• Use data insights to inform operational decisions and improve service delivery.

Basic Qualifications:

• Minimum 2 years experience managing people
• Minimum 2 years experience in claims or insurance operations

Preferred Qualifications:

• Bachelor's Degree in Business
• Experience within an agriculture/construction dealership as a service writer or warranty administrator.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

Role Location Annual Salary Range:

• California $63,800 to $154,800
• Cleveland $59,100 to $123,800
• Colorado $63,800 to $133,700
• District of Columbia $68,000 to $142,400
• Illinois $59,100 to $133,700
• Maryland $63,800 to $133,700
• Massachusetts $63,800 to $142,400
• Minnesota $63,800 to $133,700
• New York/New Jersey $59,100 to $154,800
• Washington $68,000 to $142,400

Requesting an Accommodation:

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.

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