Warranty Lead - Elevated Homeowner Experience

Hopewell Residential; Calgary; On-site; CAD 90,000 - 130,000; Full time

Job summary

Hopewell Residential seeks a Warranty Lead in Calgary to oversee the homeowner warranty journey. You will lead the Warranty team, resolve complex homeowner concerns, and drive service quality across trades and internal teams.

You will balance empathy with accountability, monitor performance, and implement improvements to ensure a positive homeowner experience throughout the warranty process.

Qualifications

• 5+ years of experience in residential construction in customer care and/or warranty.
• Strong knowledge of Alberta New Home Warranty requirements and processes.
• Previous experience leading, coaching or mentoring others.
• Excellent communication and relationship-building skills.
• A commitment to delivering a positive homeowner experience.

Responsibilities

• Lead day-to-day operations of the Warranty team and provide day-to-day leadership.
• Manage complex homeowner concerns, escalations, and service recovery with sound judgment.
• Monitor warranty performance and open service items with trades and internal teams.
• Identify recurring issues and opportunities for process improvements.
• Work with homeowners, trades and internal teams to resolve warranty concerns per best practices and warranty obligations.
• Help improve processes, documentation and service standards.
• Coach and support team members and prioritize workloads.
• Ensure warranty commitments are completed accurately and maintain positive customer experience.
• Build strong relationships with trade partners and ensure timely, quality warranty work.
• Lead by example with empathy, professionalism and accountability.

Skills

Customer care leadership

Issue resolution & root cause analysis

Communication & relationship building

Team coaching/mentoring

Process improvement

Job description

Hopewell Residential seeks a Warranty Lead in Calgary to oversee the homeowner warranty journey. You will lead the Warranty team, resolve complex homeowner concerns, and drive service quality across trades and internal teams.

You will balance empathy with accountability, monitor performance, and implement improvements to ensure a positive homeowner experience throughout the warranty process.