Home Warranty Experience Lead

Caldwell Companies; Houston (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Caldwell Homes is seeking a Warranty Manager to own the homeowner warranty experience after closing. You will lead orientations, coordinate repairs, and manage open work orders through completion, ensuring timely, well-communicated resolutions.

This role requires proactive problem solving, adherence to quality standards, and collaboration with homeowners, vendors, and internal teams. You will prioritize safety, document outcomes, and continuously improve processes by identifying recurring issues

Qualifications

• Experience in residential homebuilding, construction, warranty service, or related field.
• Working knowledge of residential construction practices and repair sequencing.
• Ability to assess issues, define scope, and manage vendors to completion.
• Strong customer service judgment and professional empathy.
• Ability to manage multiple open claims and prioritize urgent needs.
• Experience with vendor partners on scheduling, costs, and service issues.
• Strong written communication and documentation skills.
• Commitment to safety, quality, accountability, and continuous improvement.
• BuildPro experience preferred but not required.
• Bachelor's degree in construction management or related field preferred; equivalent experience considered.

Responsibilities

• Lead homeowner warranty orientations and explain process, coverage, maintenance, and repair expectations.
• Serve as primary contact for warranty matters after closing, communicating from request to resolution.
• Receive, review, and document warranty requests with photos and history.
• Evaluate requests against coverage and performance standards; communicate decisions clearly.
• Identify urgent safety issues and coordinate prompt responses.
• Create warranty tickets and work orders with clear scope; assign vendors and schedule with homeowners.
• Own work orders through execution: confirm appointments, monitor progress, and coordinate additional visits.
• Verify completed repairs address scope and close tickets; document outcomes.
• Issue and manage warranty purchase orders; review costs and invoices for accuracy.
• Maintain accurate records of communications, claims, schedules, and costs.
• Manage open warranty backlog, prioritize aging items, report on metrics.
• Hold vendors accountable for responsiveness, workmanship, and jobsite conduct.
• Share recurring issues with Construction, Purchasing, and Customer Experience leadership.
• Attend community meetings to discuss warranty trends and resolutions.

Skills

Customer service

Vendor management

Communication

Problem solving

Organization

Education

Bachelor's in construction management

Tools

BuildPro

Job description

Caldwell Homes is seeking a Warranty Manager to own the homeowner warranty experience after closing. You will lead orientations, coordinate repairs, and manage open work orders through completion, ensuring timely, well-communicated resolutions.

This role requires proactive problem solving, adherence to quality standards, and collaboration with homeowners, vendors, and internal teams. You will prioritize safety, document outcomes, and continuously improve processes by identifying recurring issues