Customer Care Manager

Sekisui House US•Salt Lake City, UT

4d•Hybrid

About The Position

The Sekisui House U.S. team is a proud builder of the SHAWOOD, Richmond American, Woodside, Holt, Hubble, and Chesmar brands. We take great pride in being a member of Sekisui House, a global leader in homebuilding. This impressive, 60+ year old company has built over 2.6 million new homes designed to reflect and adapt to the changing needs of today's homebuyers. Drawing on Sekisui House's unparalleled history and superior service, we commit ourselves to a future where people around the world can live joyful lives in homes that are safe, secure, stylish and comfortable. We encourage a company culture that promotes professionalism, teamwork, health & wellness and work-life balance. If you are a results-driven professional with a passion for success, consider building a career with us. Positive Work Environment & Culture Collaborative Team Culture: Join a supportive environment where teamwork and the open exchange of ideas are highly valued. Team Engagement: Participate in a variety of team-building events and social gatherings, such as company outings, holiday celebrations, and regular office socials. We support a healthy work-life balance and recognize the importance of time outside of work commitments. Overview & Position Summary The Customer Care Manager leads the customer care and warranty operations to deliver a high-quality homeowner experience post-closing. This role oversees the intake, tracking, and resolution of warranty requests, manages a team of customer care professionals, and coordinates with construction, trade partners, and vendors to resolve complex issues. The position drives service excellence, ensures adherence to policies and quality standards, monitors team performance, and identifies opportunities to improve operational efficiency and the homeowner experience.

Requirements

High school diploma or equivalent
4–6 years of experience in customer care, warranty, construction services, or 8–10 years of equivalent experience in homebuilding customer care or warranty operations
Strong knowledge of residential construction and warranty processes
Ability to lead and develop teams in a service-driven environment
Effective problem-solving skills across multiple job areas and stakeholders
Strong communication and conflict resolution skills
Ability to analyze service data and performance metrics
Working knowledge of customer care systems and reporting tools
Sound judgment and decision-making in complex service situations
Customer-focused mindset with professionalism and accountability
Must maintain a valid driver's license, personal vehicle, and automobile insurance meeting company coverage requirements. Proof of insurance will be required before employment.

Nice To Haves

Bachelor’s degree or equivalent education
Prior experience supervising or managing customer-facing or operational teams

Responsibilities

Lead and manage the daily operations of the customer care and warranty team, including administrative and field support staff.
Supervise, mentor, and develop customer care personnel; provide coaching, performance feedback, and training.
Oversee intake, prioritization, and resolution of homeowner warranty requests, ensuring timely and accurate service delivery.
Serve as the point of contact for escalated or complex homeowner issues, facilitating resolutions and maintaining customer satisfaction.
Collaborate with construction, quality, purchasing, and trade partners to resolve multi-trade or systemic service concerns.
Monitor service metrics, cycle times, warranty costs, and customer satisfaction trends; implement corrective actions and process improvements.
Review and approve billable warranty work orders, backcharges, and related administrative documentation.
Develop and maintain standard operating procedures, reporting tools, and documentation for customer care processes.
Conduct quality control inspections and oversee service work to ensure adherence to company and industry standards.
Provide leadership and guidance for special initiatives, including cost reduction, process improvement, and cross-functional projects.
Prepare and present regular performance, service, and warranty reports to senior leadership.