Warranty And Repairs Manager - Virtual/Remote

Job Title
Warranty and Repairs Manager Job Level:
Mid-Level Job Type
Full-Time, Exempt Job Location:
Remote

• Eligible in California, Colorado, Georgia, Idaho, Kentucky, Massachusetts, Minnesota, New Hampshire, New Mexico, Ohio, Oregon, Tennessee, Texas, Utah, Washington or Wyoming. Job Compensation:

65-75k plus bonus potential. Job Start Date: September 1st What You’ll Do (Job Overview): Here at Cotopaxi we value building relationships and look to create an environment that welcomes people from all backgrounds no matter what their connection and experience is with the outdoors. People are always at the core of what we do and as the Warranty and Repairs Manager they/she/he will play a key part in upholding our Guaranteed for Good TM promise by helping support, innovate, and improve on our warranty and repairs process through the lens of sustainability and circularity. Customer Experience consists of three separate yet unified teams to ensure a positive, holistic, and lasting relationship between the customer and the brand. Warranty and Repairs is one of these teams and exists to service and educate the customer during the post purchase stages. As the Warranty and Repairs Manager your focus will be owning the day-to-day operations of our warranty, repairs, and circularity initiatives helping ensure that our customers' Cotopaxi gear can last as long as possible through functional repairs and our circular approach to warrantied items. They/she/he not only values our circular approach, but also has a passion and understanding for how product is developed both in design and construction. Leveraging this knowledge base you will ensure that the claims process is the most beneficial for the customer and the brand while always keeping sustainability in focus. You will help to “close the loop” with actionable insights derived from the data you manage (our claims!) to support the functional lifetime of our products. This role reports to the Director of CX, and they/she/he will help us continue to deliver on our Guaranteed for Good TM promise! Benefits Medical, dental and vision benefits, Company paid basic life insurance, Company paid short-term disability coverage, Company paid life assistance program, with the election of medical coverage, Company paid mental health benefits, Company paid volunteer time, 401(k) plan with employer match, Unlimited responsible PTO, In The Wild Time: Dedicated paid time out of your work week to spend outdoors, Remote work stipend (for remote employees only), 60% off Cotopaxi products, Additional outdoor/adventure/lifestyle brand discounts, $1,000 stipend after 18 months for bucket list adventure, $5,000 stipend after 5 years for bucket list adventure, Annual, company-wide outings and regular virtual/in-person celebrations, A fun, people-first company culture Culture Cotopaxi is a carbon neutral certified B Corporation that creates sustainably made outdoor gear designed to fight extreme poverty, inspire adventure, and move people to Do Good. Our Gear for GoodⓇ promise is to make gear that lasts and to have a positive social, environmental, and economic impact. By 2025, we’re committed to using repurposed, recycled, or responsible materials in all of our gear. We also allocate at least 1% of our annual revenue to the Cotopaxi Foundation, which awards grants to nonprofit partners with proven track records of alleviating poverty. Through our Foundation to date, we have reached an estimated 3.5 million individuals living in extreme poverty. Cotopaxi is a company that values people, innovation, and adventure and our work environment reflects just that. Whether you are working from one of our retail stores, our headquarters, your couch at home, or even your van in the woods, you’ll feel the camaraderie of our amazing team of visionaries, builders and go-getters. We are a team of adventurous, mission-driven people looking to prove that business CAN be a force for good. Responsibilities How You’ll Do It (Job Responsibilities): Operations and Expectations: Oversee day-to-day Warranty and Repairs strategy ensuring efficiency through our warranty claims process. Help manage the Recommerce and Circularity Operations to promote extended product lifetimes.
Keep building

• You understand the need for a diverse team and that each member brings a unique experience to the table. Humanitarian at heart. We support your personal passions in and out of the workplace, always encouraging community engagement and volunteer efforts! Your Experiences: 2
• Spearhead further development of our Guaranteed for Good brand promise. You love the numbers! Manage and organize team reporting, metrics, and deliver in required meetings. Seek to improve process, innovation, and turn around time to ensure an excellent customer experience. Support the development of your team through encouragement, training, and productive feedback. Grow the herd! Collaborate with the Recruiting Coordinator to help discover and hire new Associates. Collaboration is key. Partner with Mama Llamas, Third Party Repairs Facilities, and other key stakeholders. Experiences to highlight (What You Need to Succeed): Who You Are: Our CX channel is growing and evolving, so you’ll be evolving with it, which is why we like to see candidates who show a strong capacity for collaboration, creative-thinking, and adaptability. Strong organizational skills with keen ability to prioritize, multi-task and pay close attention to detail and accuracy. Ability to problem-solve, execute conflict resolution, and develop long-term projects and strategy. You are a leader. You know how to motivate a team and can be a lifeline for others! Team dynamics excite you
• 4

yrs of warranty and repairs experience.
You’ve been directly involved with warranty and repairs process. 1

• 2 yrs experience with product design and/or development.

You are familiar with the concepts, language, and execution of a Product team.
Familiar and has experience with sewing and textiles repairs and creative upcycle solutions.
You are a creative, DIYer, and not afraid to get hands on with repairs and product reconstruction. 2

• 4 yrs of leading a team in a fast-paced environment.

You have a track record of putting people first. 2+ yrs in Customer Experience or Support. You know how to manage an inbox and provide best-in-class customer service.
Experience with Kustomer or equivalent CRM is preferred. Requirements Authorized to work in the US without sponsorship Currently located in California, Colorado, Georgia, Idaho, Kentucky, Massachusetts, Minnesota, New Hampshire, New Mexico, Ohio, Oregon, Tennessee, Texas, Utah, Washington or Wyoming 2

• 4 years of warranty and repairs experience 2
• 4 years leading a team in a fast-paced environment 1
• 2 years experience with product design and/or development 2+ years in Customer Experience or Support Equal Opportunity Employer Cotopaxi provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Requisition #cljitr6nsblfw0qmt07663tvn