Customer Care Manager, Omaha

Position Summary The Customer Care Manager is responsible for delivering a positive post-closing homeowner experience by managing warranty service requests, coordinating repairs, and maintaining clear communication throughout the resolution process. Success includes balancing exceptional customer service with consistent application of warranty standards, homeowner responsibilities and company policies. Position Summary The Customer Care Manager is responsible for delivering a positive post-closing homeowner experience by managing warranty service requests, coordinating repairs, and maintaining clear communication throughout the resolution process.

Success includes balancing exceptional customer service with consistent application of warranty standards, homeowner responsibilities and company policies. This role leads the Customer Care function and oversees warranty administration, homeowner communications, trade partner coordination, service scheduling, issue resolution, and continuous quality improvement initiatives. The Customer Care Manager partners closely with Construction, Sales, Design, Purchasing, and Operations to identify trends, address root causes, improve product quality, and enhance overall homeowner satisfaction.

Essential Duties And Responsibilities

• Lead all customer care and warranty operations from homeowner inquiry through final resolution.
• Serve as the primary escalation point for complex homeowner concerns and warranty-related issues.
• Review, evaluate, and determine warranty coverage eligibility in accordance with company policies and warranty guidelines.
• Coordinate and prioritize warranty service requests to ensure timely and effective resolution timelines.
• Conduct home inspections and field visits as necessary to assess concerns and verify completed repairs.
• Manage relationships with trade partners and vendors performing warranty work.
• Establish performance expectations and gold trade partners accountable for workmanship, responsiveness and customer service.
• Track warranty costs and assist in managing departmental budgets and expenditures.
• Analyze warranty claims, reoccurring service issues and homeowner feedback to identify trends and root causes.
• Partner with Constructions and Purchasing teams to implement corrective actions and drive quality improvements
• Monitor home-owner satisfaction metrics and develop action plans to improve customer experience.
• Develop and maintain departmental procedures, service standards and best practices
• Prepare reports and KPI dashboards for leadership related to response times, completion rates, customer satisfaction, reoccurring issues, and warranty expenditures.
• Ensure compliance with company policies, safely practices and applicable building standards.
• Provide leadership, coaching and performance management for Customer Care team members.
• Assist with hiring, onboarding, training, and development activities.
• Delegate work assignments and ensure service objectives are achieved.

Requirements

• Associates degree in Construction Management, Business Administration, Hospitality Management, or related field preferred.
• Equivalent combination of education and relevant experience may be considered.
• Three to five years of experience in residential construction, warranty management, customer service, project management, or a related field preferred.
• Supervisory or team leadership experience preferred.
• Experience working directly with homeowners in a service-oriented environment.
• Knowledge of residential construction practices, materials, building systems, and warranty processes.
• Regularly sit, stand, walk, bend, and inspect residential homes and construction sites.
• Ability to travel locally to homeowner and construction locations.
• Ability to lift and carry materials up to 25 pounds on an occasional basis.
• Experience preparing reports and analyzing performance metrics.

Success Factors

• Exceptional customer service and relationship management skills.
• Strong written, verbal, and interpersonal communication skills.
• Conflict resolution and customer issue management.
• Project management, planning, and organization.
• Ability to manage multiple priorities and deadlines effectively.
• Proficiency with Microsoft Office Suite.
• Analytical thinking and root cause problem solving.
• Cross-functional collaboration and influencing skills.
• Strong attention to detail and follow-through.
• Commitment to continuous improvement and operational excellence.
• Ability to learn and utilize construction, scheduling, CRM, and warranty management…