Warranty ManagerFLSA Exemption: Exempt, salaried
Reports to: Vice President, Construction & Warranty
Job Description: The Warranty Manager is responsible for leading the day-to-day warranty and customer service function, ensuring a high-quality homeowner experience, consistent execution of warranty processes, timely issue resolution, and strong operational performance. This role partners closely with construction, trades, and internal stakeholders to improve service delivery, identify recurring issues, and strengthen overall warranty operations. This position is designed for a strong manager who can operate at a higher level by owning process improvement, reporting, cross-functional coordination, escalation management, and customer experience strategy, building the experience needed to eventually step into broader departmental leadership.
Primary Duties: - Lead the daily operations of the warranty and customer service function to ensure consistent service execution and follow-through.
- Manage homeowner interactions and escalated service concerns with professionalism, urgency, and sound judgment.
- Establish and maintain strong relationships with homeowners, contractors, trades, consultants, vendors, and internal business partners.
- Ensure warranty files, communications, work orders, and service records are accurate, timely, and properly maintained.
- Monitor work order flow from intake through completion and ensure all items are properly tracked and closed out.
- Oversee homeowner communication touchpoints, including service updates, routine correspondence, and follow-up.
- Analyze warranty trends, customer feedback, and recurring service issues to identify root causes and recommend corrective action.
- Partner with Construction and other internal departments to improve quality, reduce repeat warranty issues, and strengthen the homeowner experience.
- Develop, refine, and standardize departmental processes, workflows, and reporting practices.
- Prepare and present regular reporting on warranty activity, service levels, customer feedback, and operational trends.
- Participate in leadership discussions and contribute recommendations related to customer experience, quality improvement, and process effectiveness.
- Maintain and improve homeowner guide content and other customer-facing materials.
- Stay current with industry standards, construction practices, service expectations, and relevant technologies.
- Identify opportunities to improve products, processes, and service delivery across the organization.
- Perform other duties as assigned.
Experience & Skills:- Bachelor's degree is preferred, or equivalent combination of education and experience.
- Minimum of five years of experience in residential construction, warranty, customer service, or a related field.
- Strong understanding of residential construction processes and warranty administration.
- Proven ability to manage complex workflows, deadlines, and customer issues with a high level of consistency.
- Strong analytical and problem-solving skills, with the ability to turn trends and field feedback into operational improvements.
- Excellent verbal and written communication skills.
- Strong organizational skills, attention to detail, and follow-through.
- Proficient in Microsoft Office and relevant department systems/software.
- Able to remain calm under pressure and make sound decisions in escalated situations.
Physical Requirements:- This position requires frequent walking, standing, and climbing stairs in/around construction sites, apartment homes, models, and properties.
- This position requires working outdoors in all weather conditions (to include but limited to, rain, snow, heat, hail, wind, and sleet), around hazardous chemicals, dust, dirt, and other particulates.
- Must have the ability to read and comprehend large quantities of information, operate computer equipment, speak, hear, bend, stoop, reach, lift, move, and carry up to 60 lbs. independently.
- Regularly required to sit, stand, bend, reach, and move about office setting.
- To perform other duties as required.
