Customer Care & Warranty Leader

Sekisui House U.S., Inc.; Salt Lake City (UT); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Automobile allowance

Health, dental, vision insurance

401(k) retirement plan

Paid time off

Life insurance & disability

Employee assistance program

Job summary

Sekisui House U.S., Inc. seeks a Customer Care Manager to lead warranty operations and post-closing homeowner support in the Salt Lake City area.

You will oversee intake, tracking, and resolution of warranty requests while coordinating with construction, trade partners, and vendors to ensure service excellence. The role requires guiding a team of care professionals, maintaining policies, and driving improvements in customer satisfaction and efficiency.

Qualifications

• High school diploma or equivalent is required.
• Bachelor’s degree or higher preferred or equivalent education.
• Strong knowledge of residential construction and warranty processes.
• Experience leading customer care or warranty teams is preferred.
• Excellent communication and problem-solving skills.
• Ability to analyze service data and trends.

Responsibilities

• Lead and manage 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; ensure timely, accurate service delivery.
• Serve as the point of contact for escalated or complex homeowner issues; facilitate resolutions and maintain 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 documentation.
• Develop and maintain standard operating procedures and reporting tools for customer care processes.
• Conduct quality control inspections and oversee service work for adherence to standards.
• Provide leadership for special initiatives, including cost reduction and cross-functional projects.
• Prepare and present regular performance and warranty reports to senior leadership.

Education

High school diploma

Bachelor’s degree

Residential construction

Warranty processes

Team leadership

Communication

Problem solving

Data analysis

Customer care systems

Job description

Sekisui House U.S., Inc. seeks a Customer Care Manager to lead warranty operations and post-closing homeowner support in the Salt Lake City area.

You will oversee intake, tracking, and resolution of warranty requests while coordinating with construction, trade partners, and vendors to ensure service excellence. The role requires guiding a team of care professionals, maintaining policies, and driving improvements in customer satisfaction and efficiency.