Program Manager

Job Description

• Position summary

  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.