TGW Supervisor

About The Brick

The Brick has been helping Canadians create homes they love for more than 50 years. From our first store in Edmonton, Alberta, we have grown into one of Canada’s largest and most trusted retailers of furniture, mattresses, appliances, and home electronics, serving customers in communities nationwide.

Our continued success is built on the dedication of our people, many of whom have developed long and rewarding careers with The Brick. We believe in hiring people who want to learn, grow, and build a future with our company. We are committed to providing an inclusive workplace where every associate is treated with respect and supported through competitive compensation, comprehensive benefits, training, and opportunities for advancement.

About the Role

As the Warranty Operations Team Lead, you will provide leadership and direction to a team of associates while supporting the daily operations of The Brick’s warranty department.

This is a working team lead position that combines people leadership, hands-on operational support, and reporting analytics. In addition to coaching employees, managing priorities, and overseeing departmental performance, you will be expected to step in and assist with claims processing, escalations, and other operational responsibilities when workloads, service levels, or business needs require additional support.

You will guide team performance, monitor workloads and service levels, and ensure claims and departmental activities are completed accurately, efficiently, and in accordance with established policies and procedures.

A significant focus of this position will be developing, maintaining, and analyzing departmental reporting. The successful candidate will be comfortable using Microsoft Excel and other Microsoft 365 applications to organize data, monitor performance, identify trends, and communicate meaningful insights to employees and leadership.

This is an excellent opportunity for an experienced or emerging leader who is comfortable balancing team leadership with hands-on operational responsibilities. Previous warranty or customer service experience is considered an asset, but strong leadership ability, analytical skills, technical aptitude, and a willingness to learn are equally important.

Minimum Qualifications

• High school diploma or equivalent.
• Previous leadership, supervisory, or team coordination experience, with the ability to coach and develop employees.
• Intermediate proficiency in Microsoft Excel and Microsoft 365 applications.
• Experience preparing, reviewing, analyzing, or presenting operational reports.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication, organization, and attention to detail.
• Ability to manage competing priorities, apply policies, and support escalations in a fast-paced environment.

Preferred Qualifications

• Advanced Microsoft Excel skills, including PivotTables, formulas, data validation, and report development.
• Previous experience in warranty, retail, customer service, or claims operations.
• Experience developing performance reports, dashboards, KPIs, or operational scorecards.
• Experience supporting process improvements, system implementations, or the development of operational procedures.
• Bilingual communication skills in English and French are considered an asset but are not required.

Responsibilities

• Provide daily leadership, direction, coaching, and development to a team of associates.
• Establish clear priorities, performance expectations, and accountability standards.
• Monitor workloads, claim volumes, turnaround times, quality standards, and service levels.
• Oversee daily warranty department activities and allocate resources based on operational needs.
• Balance leadership and reporting responsibilities with hands-on claims and departmental support.
• Guide associates through complex claims and assist with customer, store, vendor, and manufacturer escalations.
• Support onboarding, cross-training, knowledge development, and succession planning.
• Ensure departmental activities are completed accurately and in accordance with established policies and procedures.
• Maintain departmental procedures, training materials, templates, and operational resources.
• Foster a collaborative and accountable team environment while supporting evolving business needs.

Skills

• People leadership, coaching, and employee development
• Claims processing and operational support
• Reporting, data analytics, and KPI management
• Microsoft Excel and Microsoft 365 proficiency
• Critical thinking, problem-solving, and process improvement

What Success Looks Like

Success in this role means building a knowledgeable, engaged, and accountable team while remaining connected to the department’s daily work. The successful candidate will effectively balance people leadership, reporting analytics, and hands-on claims support to ensure Bedding and Warranty Operations remain accurate, responsive, organized, and positioned for continued improvement.

If you are a developing or experienced leader who enjoys supporting people, working with data, and improving operational processes, we would love to hear from you. Apply today and take the next step toward building your future with The Brick.