Program Manager

Job Description:

The Storage Guarantees Claims Manager owns Storage guarantee claims from intake through resolution, including eligibility validation, remediation decisions, fulfillment coordination, escalation management, and program reporting.

Key responsibilities

• Review claims and validate compliance with applicable Terms & Conditions.
• Conduct due diligence, resolve information gaps, document decisions and rationale, and maintain complete, auditable claim records.
• Use approved calculators and program rules to determine remediation, including vouchers, credits, additional capacity, replacements, returns, refunds, or other authorized remedies.
• Initiate and track remediation fulfillment, required approvals, and financial or operational actions through closure.
• Own claim timelines and coordinate Product Management, Sales, Support, Finance, Operations, Order Management, channel partners, and other action owners.
• Identify delays, risks, exceptions, control issues, and customer impact; resolve them within established authority and escalate promptly when intervention is required.
• Manage communications with internal teams, channel partners, and customers regarding claim requirements, status, outcomes, and commonly asked questions.
• Represent professionally, maintain customer confidence, and apply program policies and contractual obligations consistently.
• Track and report guarantees issued; claims submitted, approved, and denied; remediation type and cost; cycle time; outstanding actions; financial exposure; and trends.
• Maintain and improve claim workflows, calculators, dashboards, templates, and operating procedures.

Required qualifications and skills

• 5+ years of experience in claims, warranty or contract administration, program management, operations, compliance, finance, or a related field.
• Ability to interpret contractual requirements, assess evidence, apply policy consistently, and make objective eligibility decisions.
• Strong analytical and problem-solving skills, with the ability to manage multiple guarantee programs across various products and adapt quickly to changing priorities.
• Proven ability to drive complex cross-functional work without direct authority and hold action owners accountable.
• Clear, professional communication and conflict-resolution skills with internal teams, channel partners, customers, and senior stakeholders.
• High attention to detail, strong documentation discipline, and proficiency with Microsoft Excel and Microsoft 365.

Success measures

• Accurate, consistent claim decisions and remediation calculations.
• Timely resolution of claims, escalations, and cross-functional actions.
• Complete audit records and reliable financial and program reporting.