Manager, Customer Care

Sekisui House U.S. • Boise, ID

7h

About The Position

The Customer Care Manager leads the customer care and warranty operations to deliver a high-quality homeowner experience postclosing.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 excelle nce, ensuresadherence to policies and quality standards, monitors team performance, and identifies opportunities to improve operational efficiencyand 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 inhomebuilding 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

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 supportstaff.
• 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 customersatisfaction.
• 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 proc essimprovements.
• 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-functionalprojects.
• Prepare and present regular performance, service, and warranty reports to senior leadership.

Benefits

• Competitive Compensation: We provide a competitive compensation structure that rewards performance and results.
• Health & Wellness: Comprehensive coverage includes medical, dental, and vision insurance options, as well as Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• Financial Future: Access a 401(k) retirement savings plan.
• Time Off: Our time-off benefits include vacation, sick leave, paid holidays, and other leave types (bereavement, jury duty, FMLA, military leave).
• Insurance & Protection: Company-provided life insurance, accidental death and dismemberment (AD&D) insurance, and short- and long-term disability coverage are included. An employee assistance program (EAP) is also available.
• Homeownership & Financing: Take advantage of exclusive home purchase and financing discounts.
• Pet Insurance: Enjoy discounted group pet insurance rates.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees