Director, Product Resolution

  • Atlanta, Georgia, 30339


This position is responsible for overseeing the product resolution team, including the timely and proper disposition and resolution of claims. Responsible for company’s timely response in regard to product resolution, warranty, and customer satisfaction; making sound decisions in regard to company liability and risk, by utilizing thorough and verifiable inspections, reviews, and needs of customers. Further the Director of Product Resolution is responsible for reporting risks, trends, and opportunities to senior leadership, merchants, and field leadership.

Moreover, the Director of Product Resolution also advises on fiduciary and managerial responsibility against company goals and policies. The Director organizes, plans, and directs all functions and activities performed within the department in an effective and efficient manner so that customer service is maintained within acceptable timelines and quality standards.

Minimum Eligibility Requirements:

  • Minimum of 5 years of product resolution, claim, and warranty management experience, or an equivalent combination of education and experiences sufficient to perform the essential functions of the job, as determined by the company
  • Minimum of 3 years business experience working with front-line supervisors & associates, preferably in a retail setting
  • Able to develop effective relationships (internally & externally); serving as a key point of contact for collaborating with other departments to anticipate the needs of the customers and associates and act proactively on their requirements
  • Cultivate open communication on corporate processes, planning, incentives, performance, and culture with internal team members
  • Proven ability to lead a team and to influence others
  • Strong computer competency, in CRM, telephony, and associated technologies
  • Strong problem analysis and resolution at a function level
  • Excellent written and verbal communication skills
  • Excellent interpersonal and verbal communication skills

Essential Job Functions:

  • Manage all day-to-day operations for product resolution, customer claims, and warranty team
  • Direct, monitor, and evaluate supervisory staff to ensure performance standards are maintained; establish individual and departmental goals; provide feedback and identify training opportunities to enhance skill levels of employees.
  • Establish productivity and quality standards in the department; develop and implement reporting to track and monitor key result data
  • Establish metrics to measure overall management and regularly report outcomes of processes, and ensure productivity and utilization reporting is available for business partners
  • Identify opportunities for process improvements to reduce expenses and increase profitability
  • Performs all duties inherent in the role of a Director including hiring, termination, review & development of associates, and P&L
  • Identify crucial success factors when developing strategy and plans for areas of responsibility, and communicates issues and trends while providing solutions to senior leadership
  • Proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the legal and financial expectations for the organization
  • Sponsor projects and drive resources towards items that need improvement or reengineering that result in more favorable bottom line outcomes.
  • Reviews and approves decisions, legal correspondence, claim audit submissions, which exceed supervisory staff authorization levels to ensure all communications, verbal and written, with all parties involved in any disputes/grievances are properly researched, documented and professionally responded according to company standards and protocols.
  • Ensures that all claims-paid data is properly transmitted to customers, merchants, and vendors, and appropriate company verticals
  • Ensure resolution practices and payments, negotiations and/or settlements are done timely and applied according to company procedures
  • Responsible for developing and adhering to department and corporate budgets.
  • Performs other projects or job tasks as assigned by senior leadership
  • Works with managers and supervisors regularly to coach, train, and develop all associates
  • Uniformly enforces policies and procedures among associates and takes appropriate actions to correct non-conforming conduct
  • Participate in special projects and duties as required
  • Must be available to work evenings & weekends
  • Drive culture in the department to match company expectations
  • Maintain appropriate staffing levels needed to maintain SLA’s

 Working Conditions (travel & environment)

  • Travel may be required including air and car travel
  • The noise level in the work environment is typically quiet to moderate.


Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects.  Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. 

Note:  Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law.  Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

Equal Employment Opportunity:

Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants.  F&D recruits, hires, trains, promotes, compensates and administers all personnel actions without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information or any other status protected by applicable law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment.  This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.

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Benefits & Rewards

  • Bonus opportunities at every level
  • Career advancement opportunities
  • Relocation opportunities across the country
  • 401k with discretionary company match
  • Employee Stock Purchase Plan
  • Referral Bonus Program
  • Corporate Discount Programs
  • Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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