Warranty & Customer Care Manager
About The Position
The company makes beautiful, high-quality buildings — designed, manufactured, and installed by us, end-to-end. We handle everything so our customers don't have to. We are looking for a Warranty & Customer Care Manager to design, implement, and operate a best-in-class warranty program from the ground up. This role owns the full post-occupancy customer experience: from the moment keys are handed over through the expiration of all applicable warranty periods. You will build the ticketing infrastructure, establish service workflows, and be the primary advocate for our homeowners when things need attention. You will ensure that warranty claims are received, validated, and closed satisfactorily — including, as needed, incorporating root cause analysis and closed-loop learning to ensure that issues our customers experience are addressed at the root cause, fully contained, and prevented from recurring.
Requirements
- Demonstrated experience running a warranty or customer care program in construction, manufacturing, or a related field.
- Hands-on experience selecting and implementing a CRM, ticketing, or case management platform
- Solid knowledge of California SB-800 or comparable residential warranty frameworks.
- Familiarity with residential building systems: waterproofing, MEP, carpentry, and envelope performance.
- Outstanding organizational skills and the ability to manage many open cases simultaneously without dropping the ball.
- Clear, empathetic communication style — you are the face of Samara to homeowners who have a problem.
- Ability to work independently across cross-functional teams: production, engineering, project management, and subcontractors.
- Willingness to travel among Bay Area, Los Angeles, and Mexicali locations as needed.
Nice To Haves
- you have built this before, or you are ready to.
Responsibilities
- Evaluate, select, and implement a warranty case management platform — building the business case for the appropriate tool and owning its implementation and operation.
- Design and maintain all warranty workflows: intake, triage, assignment, scheduling, resolution, and closure.
- Establish SLAs consistent with CA SB-800 notice and response timelines, and ensure they are met.
- Serve as the primary point of contact for homeowners and property owners throughout the warranty period, maintaining clear and proactive communication.
- Coordinate repairs using internal service crews or approved subcontractors, ensuring quality outcomes and documented resolutions.
- Manage OEM component warranty claims on behalf of customers, handling all documentation and supplier coordination.
- Track and report on warranty trends, claim volumes, resolution times, and cost — delivering regular reporting to leadership.
- Develop customer-facing documentation: warranty coverage summaries, claim submission guides, and homeowner maintenance references.
- Identify recurring quality defect patterns and escalate findings to the factory quality and product engineering teams.
- Participate in root cause analysis (RCA) processes for systemic or high-severity issues.
- Contribute field observations to continuous improvement efforts across manufacturing, installation, and design.
- Conduct periodic site inspections to verify construction quality against specifications and industry standards.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
