Program Manager, ICON Owner Care

ICON•Austin, TX

About The Position

ICON is seeking an Owner Care Program Manager responsible for promoting excellent home owner experiences by leading Quality Assurance (pre-close) as well as managing and resolving all project warranty claims swiftly and effectively. This role requires excellent cross-functional collaboration to execute appropriate service requirements, ensuring rapid resolution of warranty items, and providing exceptional post-construction customer experience. This role is crucial for maintaining the high quality standards of ICON projects and involves direct interaction with homeowners & non-residential clients, coordination with trade partners, hands-on solutions when needed, and collaboration with both external and internal project stakeholders to address and resolve warranty claims efficiently.

Requirements

5+ years of construction industry experience as a construction superintendent, warranty manager, or in a similar role.
Strong understanding of construction processes, materials, and customer service principles.
Excellent communication and interpersonal skills.
Problem-solving skills and the ability to make decisions under pressure.
High degree of professionalism and a commitment to customer satisfaction.
Familiarity with construction management software and CRM systems.
Efficient time management and ability to manage multiple projects and/or claims at any given time.

Nice To Haves

Ability and knowledge to conduct repairs and maintenance work personally when necessary, demonstrating expertise in various construction disciplines.
Hands-on skills in construction and repairs.

Responsibilities

Train team members on best practices for warranty service and customer interaction.
Develop and implement policies and procedures.
Develop SOPs, performance metrics, and standards that will serve as the basis for ICON’s Customer Care Program (formerly known as Warranty Operations).
Oversee the processing and resolution of all warranty claims from homeowners.
Assess claims to determine validity and scope of warranty coverage.
Coordinate with technical experts to diagnose issues and plan appropriate responses.
Manage relationships with subcontractors and service providers to ensure timely and quality repairs.
Schedule and oversee subcontractor activities related to warranty service, ensuring compliance with ICON Warranty Program and Construction Standards.
Willing to conduct repairs and maintenance work personally when necessary, demonstrating expertise in various construction disciplines.
Utilize a broad skill set in construction practices to effectively address and resolve warranty issues directly.
Serve as the primary point of contact for homeowners reporting warranty claims.
Communicate effectively with homeowners regarding the status of their warranty claims, expected timelines, and outcomes.
Follow up within a designated window to provide updates or expectations.
Ensure a high level of homeowner satisfaction through prompt and effective service resolution.
Regularly inspect repair work to uphold quality standards, including those performed personally or by our trade partners.
Conduct Quality Assurance inspections on projects prior to completion to ensure an optimally seamless closing process.
Collaborate with the construction team to identify and rectify any recurring issues during the warranty period.
Provide feedback to construction teams to help inform future projects.
Anticipate, schedule and execute 1-year walk through’s with homeowners in advance of their 1 year warranty expiration to proactively diagnose issues prior to warranty expiration.
Maintain accurate records of all warranty claims and resolutions.
Run frequent analysis of warranty claims and diagnose trends on an ongoing basis.
Prepare and submit regular reports on warranty service performance and trends.
Ensure all warranty service activities are documented in compliance with legal and regulatory requirements.