Customer Care Manager

Sekisui House U.S.•West Valley City, UT

4d•Hybrid

About The Position

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
Ability to sit for extended periods while performing computer-based work
Ability to stand or walk during site visits or homeowner meetings
Ability to bend, stoop, or reach as needed during inspections
Ability to lift or carry materials up to 25 pounds
Ability to use computers, office equipment, and mobile devices
Candidates 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.