Yellowfin Yachts
Yellowfin Yachts
Job Description - Customer Experience Manager
Department:
Service & Warranty Operations Reports To:
VP of PD&E and Customer Experience Location:
Sarasota, Florida
Position Summary
The Customer Experience Manager is responsible for managing Yellowfin Yachts' warranty operations across its dealer network and customer base. This role ensures that warranty claims are processed efficiently, accurately, and in accordance with company policy, contractual terms, and applicable legal requirements. The position serves as the central authority for warranty case resolution, liaising with customers, dealers, internal departments, and suppliers to protect the brand's reputation while controlling warranty-related costs.
Essential Duties & Responsibilities
Warranty Operations Administer and oversee all warranty claims from initiation through resolution. Evaluate claims for compliance with Yellowfin Yachts' warranty terms, conditions, and manufacturer specifications. Maintain complete, accurate, and audit-ready documentation for every claim in accordance with corporate records retention policy. Track warranty costs, trends, and KPIs; prepare periodic reports for executive review. Coordinate with suppliers and vendors to ensure timely delivery of replacement parts or repairs. Coordinate travel, lodging, and repair plans for the mobile repair crew. OEM & Production Parts Sales
Serve as the primary liaison for customers and dealers seeking OEM and production parts for maintenance, upgrades, or repairs. Maintain and expand the parts sales program, ensuring availability, inventory accuracy, and timely order fulfillment. Provide technical guidance to customers regarding parts selection, compatibility, and installation. Offer recommendations for serviceability enhancements and aftermarket upgrades. Customer, Dealer, & Vendor Coordination
Act as the front-line representative for Yellowfin's service and warranty operations, ensuring clear and professional communication with customers, dealers, and vendors. Provide guidance and recommendations on boat serviceability, ongoing maintenance, and care. When outside repairs are required, refer customers to trusted third-party service providers and marine repair shops, ensuring quality outcomes. Monitor dealer compliance with Yellowfin's warranty and service standards; address and resolve any recurring deficiencies. World-Class Boat Deliveries
Lead or assist in the delivery process of new Yellowfin vessels, ensuring a personalized, high-touch experience for each customer. Educate customers on boat operation, maintenance schedules, and service best practices. Serve as a trusted resource during and after the delivery process, helping customers transition smoothly into ownership. Capture feedback to continuously refine and enhance the delivery experience. Customer Relationship Management
Build strong, lasting relationships with Yellowfin owners through transparent communication, responsive support, and follow-up care. Serve as a brand ambassador, embodying Yellowfin's commitment to excellence and performance. Maintain detailed customer interaction records within CRM platforms to ensure consistent, personalized service. Process Improvement & Quality Feedback
Collaborate with Engineering, Production, and Quality Control teams to identify recurring issues and drive corrective actions. Recommend enhancements to service processes to improve cycle times, reduce warranty claims, and elevate customer satisfaction. Capture customer feedback for continuous product and service improvement. Leadership & Team Management
Supervise warranty and parts service staff, offering training, coaching, and performance feedback. Ensure team adherence to documentation standards, service protocols, and internal controls. Support a culture of accountability, innovation, and excellence within the Customer Experience team. Required Qualifications
Bachelor's degree in Business Administration, Marine Technology, Engineering, or related discipline; or equivalent work experience. Preferred experience in warranty management, service management, or related operations in the marine or high-end manufacturing industry. Required to have boating knowledge and experience. Knowledge of consumer warranty law and marine industry service standards. Proven leadership skills with the ability to manage cross-functional relationships. Proficiency in warranty management systems, CRM platforms, and Microsoft Office Suite.
Yellowfin Yachts LLC is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace where all employees are respected and valued. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law. We believe that diversity and inclusion are key to our success, and we strive to create a welcoming environment for everyone.
Job Description - Customer Experience Manager
Department:
Service & Warranty Operations Reports To:
VP of PD&E and Customer Experience Location:
Sarasota, Florida
Position Summary
The Customer Experience Manager is responsible for managing Yellowfin Yachts' warranty operations across its dealer network and customer base. This role ensures that warranty claims are processed efficiently, accurately, and in accordance with company policy, contractual terms, and applicable legal requirements. The position serves as the central authority for warranty case resolution, liaising with customers, dealers, internal departments, and suppliers to protect the brand's reputation while controlling warranty-related costs.
Essential Duties & Responsibilities
Warranty Operations Administer and oversee all warranty claims from initiation through resolution. Evaluate claims for compliance with Yellowfin Yachts' warranty terms, conditions, and manufacturer specifications. Maintain complete, accurate, and audit-ready documentation for every claim in accordance with corporate records retention policy. Track warranty costs, trends, and KPIs; prepare periodic reports for executive review. Coordinate with suppliers and vendors to ensure timely delivery of replacement parts or repairs. Coordinate travel, lodging, and repair plans for the mobile repair crew. OEM & Production Parts Sales
Serve as the primary liaison for customers and dealers seeking OEM and production parts for maintenance, upgrades, or repairs. Maintain and expand the parts sales program, ensuring availability, inventory accuracy, and timely order fulfillment. Provide technical guidance to customers regarding parts selection, compatibility, and installation. Offer recommendations for serviceability enhancements and aftermarket upgrades. Customer, Dealer, & Vendor Coordination
Act as the front-line representative for Yellowfin's service and warranty operations, ensuring clear and professional communication with customers, dealers, and vendors. Provide guidance and recommendations on boat serviceability, ongoing maintenance, and care. When outside repairs are required, refer customers to trusted third-party service providers and marine repair shops, ensuring quality outcomes. Monitor dealer compliance with Yellowfin's warranty and service standards; address and resolve any recurring deficiencies. World-Class Boat Deliveries
Lead or assist in the delivery process of new Yellowfin vessels, ensuring a personalized, high-touch experience for each customer. Educate customers on boat operation, maintenance schedules, and service best practices. Serve as a trusted resource during and after the delivery process, helping customers transition smoothly into ownership. Capture feedback to continuously refine and enhance the delivery experience. Customer Relationship Management
Build strong, lasting relationships with Yellowfin owners through transparent communication, responsive support, and follow-up care. Serve as a brand ambassador, embodying Yellowfin's commitment to excellence and performance. Maintain detailed customer interaction records within CRM platforms to ensure consistent, personalized service. Process Improvement & Quality Feedback
Collaborate with Engineering, Production, and Quality Control teams to identify recurring issues and drive corrective actions. Recommend enhancements to service processes to improve cycle times, reduce warranty claims, and elevate customer satisfaction. Capture customer feedback for continuous product and service improvement. Leadership & Team Management
Supervise warranty and parts service staff, offering training, coaching, and performance feedback. Ensure team adherence to documentation standards, service protocols, and internal controls. Support a culture of accountability, innovation, and excellence within the Customer Experience team. Required Qualifications
Bachelor's degree in Business Administration, Marine Technology, Engineering, or related discipline; or equivalent work experience. Preferred experience in warranty management, service management, or related operations in the marine or high-end manufacturing industry. Required to have boating knowledge and experience. Knowledge of consumer warranty law and marine industry service standards. Proven leadership skills with the ability to manage cross-functional relationships. Proficiency in warranty management systems, CRM platforms, and Microsoft Office Suite.
Yellowfin Yachts LLC is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace where all employees are respected and valued. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law. We believe that diversity and inclusion are key to our success, and we strive to create a welcoming environment for everyone.