Warranty Manager

Warranty Manager

The Warranty Manager is responsible for overseeing the entire warranty program for new residential construction. This role ensures timely, fair, and professional resolution of homeowner warranty claims while protecting the company's reputation, controlling costs, and maintaining compliance with contractual obligations, manufacturer warranties, and applicable building codes. The manager serves as the primary point of contact between homeowners, construction teams, subcontractors, and senior leadership on all post-closing warranty matters.

Manage the full lifecycle of homeowner warranty claims from initial intake through final resolution.

Respond promptly and professionally to homeowner inquiries and service requests; set clear expectations and provide regular status updates.

Investigate claims thoroughly, determine coverage under the company's limited warranty, manufacturer warranties, and applicable law, and document decisions.

Coordinate and schedule repairs with internal construction teams, subcontractors, and third-party service providers; track work quality and completion.

Maintain accurate digital and physical records of all claims, correspondence, photos, work orders, and costs.

Monitor warranty performance metrics (response times, claim volume, cost per home, recurring issues) and prepare regular reports for leadership.

Identify systemic construction or product issues and collaborate with construction, purchasing, and design teams to implement corrective actions and process improvements.

Train and coach field staff, superintendents, and customer service personnel on warranty policies, procedures, and customer communication standards.

Administer and track manufacturer warranties, extended service agreements, and any third-party warranty programs.

Ensure compliance with local, state, and federal requirements related to residential construction warranties.

Manage warranty reserves, budgets, and cost recovery from subcontractors or manufacturers where appropriate.

Handle escalated or complex claims with diplomacy and firmness, escalating to senior management or legal counsel when necessary.

Continuously review and update the company's warranty policies, procedures, and homeowner documentation for clarity and legal compliance.

Bachelor's degree in construction management, business administration, or a related field preferred or equivalent experience.

5+ years of progressive experience in residential construction, customer service, warranty administration, or project management within a home-building company.

Strong working knowledge of residential construction methods, building codes, common defect issues, and limited warranty structures. Will train.

Proven experience managing customer claims and coordinating multiple contractors/subcontractors.

Excellent written and verbal communication skills with the ability to de-escalate tense situations.

Proficiency with construction management software, CRM systems, Microsoft Office Suite, and digital documentation tools.

Strong organizational skills, attention to detail, and ability to manage high volumes of concurrent claims.

Valid driver's license and willingness to travel to job sites and completed homes as needed.

Familiarity with industry warranty standards (e.g., 1-year workmanship, 2-year systems, 10-year structural).

Conflict resolution and negotiation skills.

Analytical mindset with the ability to identify root causes and drive process improvements.

High integrity, customer-focused attitude, and professional demeanor under pressure.

Reports to the Vice President of Single-Family Construction

Annual performance bonus program

Health, dental, long-term disability insurance and voluntary vision insurance

401(k) retirement savings plan

Company vehicle, laptop, iPad and cell phone provided

Positive and collaborative work environment