Head of Warranty, Repair & Returns

Location: Hybrid 3:2, Bristol – with travel

Reporting to: Head of Operations

Direct Reports: Graduate Engineer Warranty & Repair

Role Summary

The Head of Warranty, Repair & Returns is a leadership role with full accountability for global warranty governance, repair-network sourcing, distributor onboarding, and long-term partner relationships. This role exists to protect brand equity, customer experience, product reliability, and margin by designing and enforcing warranty standards, building and nurturing a high-performing global repair and distributor network, driving technical root-cause analysis, and eliminating avoidable cost through discipline, data, and structured improvement.

You will own the entire warranty and repairs ecosystem — from identifying and onboarding new repair centres and distributors, to building trusted long-term relationships, enforcing standards, resolving escalations, and driving continuous improvement. You will act as the final authority on warranty decisions globally while ensuring partners feel supported, enabled, and held to account. This role requires someone confident operating face-to-face with external partners, commercially assertive yet relationship-driven, technically credible, and highly structured — equally comfortable building trust, challenging non-compliance, and deep-diving operational and failure data.

Key Responsibilities

• Global Repair Network & Distributor Sourcing (Core Focus)
  • Identify, assess, and onboard repair centres globally, ensuring coverage, capability, and scalability ahead of new market entry and product launches.
  • Lead distributor repair onboarding, ensuring distributors are fully aligned to Pure’s warranty policy, evidencing standards, repair processes, systems, and reporting requirements.
  • Define and own the global onboarding framework for repair centres and distributors, including capability assessment, tooling, training, certification, quality gateways, and commercial terms.
  • Ensure all partners are fully operational, trained, certified, and compliant before handling customer repairs.
  • Continually assess and optimise the network, ensuring the right partners are in place for performance, quality, and cost.
  • Own end-to-end relationships with global distributors and repair centres, acting as the senior operational point of contact.
  • Build strong, collaborative partnerships while maintaining clear accountability and performance expectations.
  • Lead regular business reviews with partners, covering quality, cost, SLA performance, and customer outcomes.
  • Act as the primary escalation owner for partner-related warranty, quality, and service issues.
  • Balance support and challenge, ensuring partners feel enabled while consistently meeting Pure’s standards.
• Warranty & Repair Ownership
  • Own the end-to-end warranty and paid repair operation, including turnaround times, quality, cost, and customer satisfaction.
  • Define, own, and maintain the global warranty policy, standards, and criteria, with localisation by market where required.
  • Act as the final internal authority on warranty decisions, disputed claims, and escalations.
  • Ensure warranty criteria are clearly communicated, understood, and enforced across all repair centres, distributors, and internal teams.
  • Own warranty communication to end users via all mediums including product manual, website etc including updates & revisions.
• Governance, Compliance & Commercial Control
  • Validate warranty claims against defined criteria, approving or rejecting based on evidence.
  • Ensure accurate and timely cost recovery for component and supplier failures.
  • Control and sign off repair partner and distributor invoices globally.
  • Translate failure modes into commercial impact by SKU, platform, market, and partner.
  • Track warranty and repair cost performance versus targets and drive measurable cost reduction.
  • Own aftersales contractual relationship with distributors, repair centres & retailers.
• Technical Investigation & Product Feedback
  • Lead investigation of high-cost and high-frequency failure modes.
  • Conduct deep-dive analysis of returned parts and field failure data.
  • Work cross-functionally with Engineering, Quality, and Product teams to identify root causes (misuse, wear, design, supplier).
  • Escalate legitimate design or manufacturing issues and drive corrective actions.
  • Ensure learnings are embedded into service bulletins, repair documentation, training materials, and product design improvements.
• Spares & Operational Performance
  • Own spare parts availability to support global repair demand and minimise customer delays or refunds.
  • Ensure repair, warranty, and spares data infrastructure is accurate, timely, and actionable.
  • Monitor and resolve KPI and SLA variances, escalating operational and commercial risks where required.
• Customer Experience & Continuous Improvement
  • Partner closely with Customer Experience teams to proactively manage repair turnaround times and customer sentiment.
  • Own B-grade product standards and compliance, managing stock flow and escalation to Marketing where required.
  • Drive continuous improvement so repeat issues do not become repeat cost.

Experience & Capability Required

• Extensive experience in warranty, repairs, aftersales, or technical operations within a consumer-facing business.
• Proven experience building, onboarding, and managing global repair and distributor networks.
• Strong relationship-management skills with the ability to challenge, influence, and negotiate.
• Strong understanding of cross-border warranty operations.
• Technical product knowledge (bikes, scooters, or similar electromechanical products strongly preferred).
• Strong analytical capability — able to translate failure data into operational and commercial action.
• Highly organised, structured, and comfortable operating with senior-level authority.

Why Join Us?

• Be part of a passionate team making a real difference for the planet.
• Work-life balance: Flexible working & 25 days of holiday plus bank holidays, with the option to buy more.
• Personal growth: Ongoing development opportunities, including two paid learning days per year.
• Wellbeing support: Life assurance, an Employee Assistance Program, and access to remote GP services.
• Exclusive perks: Generous employee discounts on our products, plus a range of lifestyle benefits.