Customer Care Manager

Overview BREAK GROUND ON A REWARDING CAREER WITH US! The Sekisui House U.S. team is a proud builder of the SHAWOOD, Richmond American, Woodside, Holt, Hubble, and Chesmar brands.  We take great pride in being a member of Sekisui House, a global leader in homebuilding. This impressive, 60+ year old company has built over 2.6 million new homes designed to reflect and adapt to the changing needs of today's homebuyers. Drawing on Sekisui House's unparalleled history and superior service, we commit ourselves to a future where people around the world can live joyful lives in homes that are safe, secure, stylish and comfortable.  We encourage a company culture that promotes professionalism, teamwork, health & wellness and work-life balance. If you are a results-driven professional with a passion for success, consider building a career with us. Positive Work Environment & Culture Collaborative Team Culture:  Join a supportive environment where teamwork and the open exchange of ideas are highly valued. Team Engagement:  Participate in a variety of team-building events and social gatherings, such as company outings, holiday celebrations, and regular office socials. We support a healthy work-life balance and recognize the importance of time outside of work commitments.  Overview & Position Summary The Customer Care Manager leads the customer care and warranty operations to deliver a high-quality homeowner experience post-closing. 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 excellence, ensures adherence to policies and quality standards, monitors team performance, and identifies opportunities to improve operational efficiency and the homeowner experience. Primary Responsibilities Lead and manage the daily operations of the customer care and warranty team, including administrative and field support staff. 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 customer satisfaction. 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 process improvements. 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-functional projects. Prepare and present regular performance, service, and warranty reports to senior leadership. Education & Experience Required: High school diploma or equivalent 4–6 years of experience in customer care, warranty, construction services, or 8–10 years of equivalent experience in homebuilding customer care or warranty operations Preferred: Bachelor’s degree or equivalent education Prior experience supervising or managing customer-facing or operational teams Skills & Competencies 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 Working Conditions The role operates in a general office environment with regular interaction across departments. Periodic visits to residential construction sites or homeowner locations may be required. Limited local travel within assigned communities is expected. Physical Requirements Ability to sit for extended periods while performing computer-based work Ability to stand or walk during site visits or homeowner meetings Ability to bend, stoop, or reach as needed during inspections Ability to lift or carry materials up to 25 pounds Ability to use computers, office equipment, and mobile devices Automobile Allowance Requirement: This position is eligible for an automobile allowance. Candidates must maintain a valid driver's license, personal vehicle, and automobile insurance meeting company coverage requirements. Proof of insurance will be required before employment. Comprehensive Benefits Package We offer a comprehensive benefits package designed to meet the diverse needs of our employees and their families:  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.  Exclusive