Lead Home Care Manager

MN Custom Homes•Bellevue, WA

2d•Onsite

About The Position

The Lead, Home Care Manager maintains a post-closing warranty home load and acts as an escalation point for complex customer issues and inquires. This role is responsible for meeting warranty SLA’s and ensures that warranty work is completed efficiently, vendors are held accountable, and homeowners receive professional, high-quality support throughout their warranty term. Focus on quality, efficiency, and continuous improvement, the Lead, Home Care Manager provides for an escalation point for customer and home issues, as well as providing clear guidance and mentorship for team members, strengthened vendor partnerships, and a focus on ensuring every homeowner interaction reflects MN’s craftsmanship, care, and integrity. Success in this role is measured by homeowner satisfaction, operational effectiveness, and the consistent delivery of MN’s service standards.

Requirements

Bachelor’s degree in Business, Construction Management, or related field or equivalent experience required.
5+ years of experience in residential construction, warranty, or customer service leadership, and includes experience managing subcontractors, scheduling and invoicing.
Experience working with complex and/or escalated customer situations.
Ability to visit homes and job sites, which may include ascending stairs and inspecting interior and exterior spaces.
Frequent use of a computer, keyboard, and other office equipment.
Must be able to lift up to 20lbs occasionally with or without accommodation.
Must be able to work in the Bellevue office Monday-Friday within core business hours (8am – 5pm).
Regular travel between job sites and/or the office is required
Valid Washington State driver’s license and acceptable driving record required.
Proof of valid vehicle insurance.

Nice To Haves

Comprehensive knowledge of residential construction, warranty processes, and building systems.
Demonstrated ability to lead manage escalated customer service issues with professionalism and while maintaining a positive customer experience.
Strong problem-solving, conflict-resolution, and decision-making skills.
Excellent organizational and time-management abilities; able to manage multiple priorities in a fast-paced setting.
Exceptional communication skills, both written and verbal, with an ability to convey technical information clearly.
Comfort working cross-functionally and managing relationships with trades, vendors, and homeowners.
Proficiency in Microsoft Office Suite; experience with warranty management or CRM software (Salesforce preferred).
Strong attention to detail and commitment to quality, craftsmanship, and service excellence.

Responsibilities

Provides daily mentorship, guidance and support to Home Care team members, ensuring strong performance, adherence to MN standards and the desired customer experience.
Oversees homeowner service requests from intake through completion, ensuring timely scheduling, communication, and resolution for assigned post-closing warranty homes.
Manages escalated homeowner concerns with fairness, professionalism, and follow-through.
Assists Sr. Manager, Home Care with monitoring service timelines, backlog, and completion rates to maintain operational efficiency and accountability.
Partners closely with Construction, Procurement, and broader Home Experience team to ensure aligned communication and effective handoffs.
Oversees the use and accuracy of the home care/warranty management platform, ensuring all documentation, photos, and closeouts are properly recorded.
Assists Sr. Manager, Home Care with analyzing home care/warranty data to identify recurring issues and recommends process or product improvements to reduce future claims.
Manages trade relationships, purchase orders, and billing for warranty work, ensuring accuracy and timely resolution.
Builds and maintains strong relationships with homeowners, internal teams, and vendors grounded in trust, professionalism, and accountability.
Models and reinforces actions and behaviors consistent with MN’s values, mission, and culture.
Performs 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 & 9 holidays
New iPhone for your personal and business use
Free onsite parking
Company paid events
Complimentary snacks & beverages