Home Care Manager

Azori • Bellevue, WA

11h • Onsite

About The Position

The Home Care Manager ensures homeowner service requests are efficiently managed and delivers a positive customer experience. This role is the single point of contact for homeowners’ warranty needs during the year following move-in, managing scheduled service requests as well as emergent needs. The position coordinates post-move-in services with homeowners and contractors, communicates progress, and follows up on outstanding items.

The manager maintains warranty records and schedules, supports resolution of subcontractor and warranty issues, and ensures work adheres to NAHB Residential Construction Standards, safety protocols, and Azori’s processes. The role also identifies opportunities to improve construction quality and post-move-in service, collaborates across the organization, and stays current on construction technology, fixes, and repairs.

This is a full-time position based in the office Monday through Friday during core business hours of 8 AM to 5 PM, with regular travel between job sites and/or the office. The role involves traversing and inspecting job sites in various weather conditions, using some light hand and battery-operated tools, frequent computer use, and occasional lifting of up to 20 pounds.

Requirements

• Technical knowledge of residential construction processes and products.
• Strong customer service skills and a desire to deliver positive customer experiences.
• Strong organizational and time-management skills; ability to multitask and manage simultaneous demands in a fast-paced environment.
• Ability to work independently with little direction or oversight.
• Excellent interpersonal, verbal, and written communication skills.
• Proficiency in Microsoft Office Suite.
• Ability to make reasonable, rational, and timely decisions under pressure and in unexpected circumstances or delays.
• Ability to de-escalate situations and provide conflict resolution.
• Ability to adopt Azori processes and standards.
• Bachelor’s degree or equivalent preferred.
• At least 5 years of experience in a warranty service representative or equivalent role.
• At least 5 years of experience managing subcontractors, scheduling, and invoicing.
• Valid Washington State driver’s license, acceptable driving record, and proof of vehicle insurance; Azori must be listed as an additional insured party on the vehicle insurance.
• Ability to traverse and inspect all areas of a jobsite in varied weather, including climbing stairs and positioning oneself to inspect confined or difficult-to-reach spaces.
• Ability to use some light hand tools and battery-operated tools.
• Ability to use a computer frequently, including keyboard functions, and visual acuity at a distance of 20 inches or fewer.
• Ability to occasionally lift up to 20 pounds, with or without accommodation.
• Ability to work in the office Monday through Friday during core business hours of 8 AM to 5 PM.
• Availability for regular travel between job sites and/or the office.

Nice To Haves

• Some fluency in Spanish (reading, writing, and speaking).
• Trade experience and hands-on capabilities.
• Previous experience developing, implementing, and managing a warranty program.

Responsibilities

• Model and reinforce actions and behaviors consistent with the company’s values, mission, and culture.
• Serve as the main point of contact for homeowner warranty inquiries and respond professionally and promptly.
• Manage and execute post-move-in services for homeowners, coordinating with homeowners and contractors, communicating progress, and following up on outstanding items or questions.
• Ensure warranty repairs and concierge work follow NAHB Residential Construction Standards and safety protocols.
• Conduct walkthroughs of service request lists, emergency requests, and concierge requests.
• Maintain and update warranty tracking records, company files and folders, personal schedules, and contractor schedules.
• Collaborate with subcontractors to resolve problems involving work procedures, complaints, and warranty issues.
• Build strong relationships with team members and stakeholders across the organization.
• Follow Azori standard work processes and take ownership of improvement opportunities.
• Stay informed about construction technology, advancements, fixes, and repairs.
• Maintain professional relationships with homeowners, managers, customers, subcontractors, team members, tradespersons, and laborers.
• Identify and drive continuous improvement in construction quality and post-move-in service delivery.
• Partner cross-functionally on projects and initiatives as needed.
• Perform other related duties as necessary or assigned.

Benefits

• 100% covered employee premiums for medical and dental self-coverage.
• 100% employer-paid life insurance.
• 100% employer-paid long-term disability insurance.
• Paid medical and family leave.
• Critical illness insurance.
• 401(k) with generous company match, no vesting schedule, and access to professional financial advisors.
• Lifestyle reimbursement account.
• 20 days of PTO and 9 holidays.
• New iPhone for personal and business use.
• Free onsite parking.
• Company-paid events.
• Complimentary snacks and beverages.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level