Warranty Manager (Customer Care)

About Us
New Leaf Builders is a leading new home builder committed to delivering exceptional homes with a focus on quality craftsmanship and customer satisfaction. Our Customer Care team plays a critical role in protecting the homeowner experience after closing and ensuring that our warranty program reflects our standards of excellence.

Job Overview
The Customer Care Manager (CCM) is responsible for leading and executing New Leaf Builders’ Customer Care and Warranty Program across assigned communities. This role oversees Customer Care Representatives (CCRs), manages warranty operations, ensures high-quality homeowner communication, and drives accountability across trades and internal teams.

The CCM serves as the primary leader of post-closing homeowner experience, ensuring responsiveness, proper documentation, quality repairs, vendor performance, and continuous improvement of construction best practices.
This position requires strong leadership, field oversight, vendor coordination, and proactive communication skills to protect both homeowner satisfaction and company standards.

Essential Duties and Responsibilities

• Lead and execute New Leaf Builders’ Customer Care and Warranty Program across assigned communities.


• Ensure timely (within 24 hours) homeowner response, clear communication, and accurate documentation of all warranty requests.


• Oversee homeowner walkthroughs, 10–12 month warranty visits, and proper handoff from Construction to Customer Care.


• Set and reinforce homeowner expectations regarding warranty coverage, timelines, and maintenance responsibilities.


• Address escalated homeowner concerns and recommend resolution strategies to Construction leadership.


• Supervise, coach, and develop Customer Care Representatives (CCRs).


• Conduct regular field-based meetings and performance reviews to ensure alignment with service standards and workload expectations.


• Monitor team documentation, communication quality, and follow-through on warranty requests.


• Provide structured reporting and operational updates to the Area Construction Manager.


• Oversee coordination of trades and vendors for warranty-related repairs.


• Ensure work orders are properly assigned, completed in a timely manner, and meet NLB quality standards.


• Review vendor performance, manage back-charges when appropriate, and approve warranty-related payments.


• Maintain visibility into open warranty items and drive timely resolution across communities.


• Validate completion of warranty repairs and IOU items to ensure adherence to company standards.


• Identify recurring construction trends, material concerns, or process gaps and collaborate with leadership on corrective actions.


• Support company-wide quality initiatives and best-practice improvements.


• Maintain accurate warranty documentation and reporting systems.


• Participate in construction, backlog, and divisional meetings to represent Customer Care operations.


• Collaborate with Construction, Sales, and other departments to ensure a seamless homeowner experience.


• Perform other duties as assigned.
  

Qualifications:

• 5+ years of residential construction experience, preferably in warranty or customer
  care.


• 2+ years of supervisory or team leadership experience.


• Strong knowledge of residential construction processes and systems.


• Experience managing vendor relationships and service trades.


• Excellent written and verbal communication skills.


• Strong organizational skills and ability to manage multiple homes simultaneously.


• Ability to handle escalated customer situations professionally and decisively.


• Proficiency with construction management software (Buildertrend, ITK, or similar platforms preferred).

PHYSICAL REQUIREMENTS:

• Ability to lift and carry tools, equipment, and materials up to 50 lbs.


• Ability to work in various environments, including construction sites, indoors, and outdoors, in different weather conditions.


• Ability to operate a motor vehicle and travel between communities and job sites daily


• Comfortable working with hand tools, power tools, and diagnostic equipment.


• Ability to work up to 10 hours per day in a fast-paced environment. Work hours/days may vary to oversee operations.


• Specific vision abilities required by this job include close vision, distance vision, color vision, and peripheral vision.

Why Join Us:

• Competitive salary and benefits package.


• Opportunity for career growth and development within a reputable company.


• Supportive and team-oriented work environment.


• Work in a dynamic and growing industry with a focus on delivering top-quality
  homes.