Program Manager

Job summary

Manage storage guarantee claims from intake through resolution, including eligibility decisions, authorized remediation, fulfillment, escalations, and customer communications. Coordinate cross-functional action owners, maintain auditable records, report program and financial metrics, and improve claim workflows and tools.

Job details

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.

What you’ll do

Manage storage guarantee claims from intake through resolution, including eligibility decisions, authorized remediation, fulfillment, escalations, and customer communications. Coordinate cross-functional action owners, maintain auditable records, report program and financial metrics, and improve claim workflows and tools.

Requirements

Requires 5+ years of experience in claims, warranty or contract administration, program management, operations, compliance, finance, or a related field. Candidates should be skilled in interpreting contractual requirements, assessing evidence, making consistent decisions, driving cross-functional work, communicating professionally, documenting thoroughly, and using Excel and Microsoft 365.

Listed skills

• Financial Reporting · Preferred
• Microsoft 365 · Preferred
• Microsoft Excel · Preferred
• Risk Management · Preferred
• Conflict Resolution · Preferred
• Process Improvement · Preferred
• Cross-Functional Coordination · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Claims Management
• Contract Administration
• Eligibility Assessment
• Policy Interpretation
• Remediation Calculations
• Program Management
• Cross-Functional Coordination
• Escalation Management
• Customer Communication
• Conflict Resolution
• Financial Reporting
• Risk Management
• Audit Documentation
• Process Improvement
• Microsoft Excel
• Microsoft 365

Job areas

• Management & Leadership
• Customer Service & Support
• Finance & Accounting
• Administrative

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