Josh Cohen

Moving Beyond Training: Building Dealer Capability & Warranty Accuracy

Improving warranty performance by moving beyond one-time training to role-based certification, real-time knowledge delivery, and simpler guided workflow at the dealer level. The aim is to reduce errors and confusion by aligning technician and administrator capabilities with up-to-date information and guided workflows embedded directly into the process.

Key Focus Areas:

Certification: Role-based training, tiered credentials, and ongoing recertification
Real-Time Knowledge: Getting current warranty and technical information into the workflow
Dealer Simplicity: Clear policies, standardized processes, and guided tools to improve claim accuracy

Bio

Josh Cohen is an accomplished automotive leader with over a decade of experience driving operational excellence, cultural transformation, and financial impact at General Motors and across the transportation sector. Currently serving as Manager of Global Warranty Management at GM since July 2024, he oversees strategy and operations for billions in product application processing annually. He leads global initiatives across warranty strategy and policy, claims payments, data-driven quality improvements, IT systems implementation, and courtesy transportation programs. Under his leadership, his 55-person global team has improved throughput by 40%, reduced dealer claims costs by 30%, and delivered more than $20M in program savings while strengthening dealer relationships and customer satisfaction.

Previously, Josh managed GM’s Operational Excellence and Transformation PMO initiatives, delivering over $100M in savings, leading 100+ successful projects, and equipping executives with data-driven insights and KPIs. Earlier in his career, he directed Fleet Performance & Operational Excellence at YRC Freight, implementing lean practices across 30 facilities and chieving significant cost, safety, and efficiency improvements.

Josh holds a Bachelor of Science in Logistics, Materials, and Supply Chain Management from Penn State University.