Warranty Lead

Reporting To: Senior Manager, Customer Experience & Growth

About the Role

At Hopewell, we believe the homeowner experience doesn't end  Warranty Lead, you'll play a key role in ensuring our homeowners feel supported, informed and cared for throughout their warranty journey.

This is a hands-on lead role that combines customer care, problem-solving and team collaboration. You'll support the day-to-day operations of the Warranty team, help resolve homeowner concerns, identify recurring issues and work with internal teams and trade partners to drive continuous improvement. You'll lead by example, balancing empathy and professionalism while helping deliver an exceptional homeowner experience.

What You'll Do

• Support and provide day-to-day leadership to the internal Warranty team.
• Manage complex homeowner concerns, escalations and service recovery situations, using sound judgment to resolve issues while knowing when to involve the Senior Manager, Customer Experience & Growth.
• Monitor warranty performance and open service items, partnering closely with homeowners, trades and internal teams to ensure commitments are completed accurately, efficiently and within established timelines.
• With your manager, identify and address recurring issues, trends and opportunities for improvement.
• Work with homeowners, trades and internal teams to resolve warranty concerns in accordance with Hopewell best practices, construction performance guidelines and warranty obligations.
• Help improve processes, documentation and service standards.
• Coach and support team members while helping prioritize workloads and delegate responsibilities.
• Ensure warranty commitments are completed accurately and that customer experience remains positive.
• Build strong relationships with trade partners and hold them accountable for timely, quality completion of warranty work and service commitments.
• Lead by example by balancing empathy, professionalism and accountability in every homeowner and internal interaction.

About You

You're calm, approachable and genuinely enjoy helping people solve problems. You have a knack for seeing patterns, getting to the root cause of issues and finding practical solutions that work for everyone involved.

You're highly organized, proactive and detail-oriented, but you also know when to step back, delegate and empower others. You lead with confidence, build strong relationships and aren't afraid to have difficult conversations when needed.

You also bring:

• 5+ years of experience in residential construction in customer care and/or warranty.
• Strong knowledge of Alberta New Home Warranty requirements and processes.
• Previous experience leading, coaching or mentoring others.
• Excellent communication and relationship-building skills.
• A commitment to delivering a positive homeowner experience.