What are the responsibilities and job description for the Manager of Warranty Operations position at Summit Homes?
Job Description: The Customer Experience Operations Manager leads the post‑close homeowner experience, ensuring timely, professional, and high‑quality warranty service from the Construction Team. This role manages service request intake, communication, scheduling, and follow‑through while protecting company resources and maintaining homeowner satisfaction. The Manager identifies trends, resolves escalated issues, and ensures warranty operations run smoothly and efficiently.
The Manager partners with Project Managers, Construction Leadership, and the CX Director to uphold service standards and deliver a consistent, positive homeowner experience.
Key Responsibilities
Warranty Service Operations
- Manage service request intake, assignment, and workflow with Post-Close Coordinator.
- Ensure timely response, scheduling, and completion of warranty items.
- Monitor aging requests and escalate when needed.
- Maintain consistent homeowner communication throughout service cycles.
- Track warranty performance metrics and satisfaction levels.
- Follow up post‑service to confirm resolution and satisfaction.
- Maintain strong knowledge of residential construction and warranty standards. Apply NAHB Residential Construction Performance Guidelines.
- Help teams distinguish warranty issues from homeowner responsibilities.
- Support Project Managers with practical solutions to complex challenges.
- Ensure accurate documentation of service requests and resolutions
- Maintain clean, complete records in company systems
- Analyze service data to identify bottlenecks or trends
- Support resolution planning for escalated or complex issues
Homeowner Experience Management
- Serve as the primary operational leader for post‑close customer care.
- Provide homeowner education for non‑warranty concerns.
- Assist in resolving complex or escalated homeowner issues.
- Identify recurring construction issues and recommend corrective actions.
- Maintain visibility into workload, capacity, and resource utilization.
Team Leadership & Coaching
- Coach, develop, and manage the Post‑Close Coordinator
- Establish accountability for responsiveness, communication, and service standards
- Reinforce a culture of professionalism and customer‑focused problem solving
Collaboration & Support
- Partner with Construction Leadership for efficient service resolution
- Coordinate with Project Managers to ensure proper allocation of service tasks
- Support the CX Director in broader customer experience initiatives
- Any other task that may be assigned from time to time.
About You:
- This is an office and field-based position with 60% or more work performed in the field.
- A four-year degree in construction management or a related field, along with at least three years of construction management or related experience, or an equivalent combination of both is required.
- May lift heavy objects from time to time up to 50 pounds.
What You’ll Love About Us:
- Great Company Culture. Volunteer days and matching charitable contributions up to $1,000.
- Flexible Schedule. Great work/life balance with flexible hours and work-from-home options.
- Rest and Relaxation. Self-managed PTO and 9 paid holidays, including your birthday.
- Great Benefits. Medical with FSA options, dental, vision, and life insurance.
- Preparation for the Future. 401(k) plan with a 4% company match.
Pay: $90,000.00 - $110,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Work Location: In person
Salary : $90,000 - $110,000