Post-Closing Warranty Lead - Homeowner Experience

Towne Lake by Caldwell Communities; Houston (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

Towne Lake by Caldwell Communities is seeking a Warranty Manager to own the homeowner warranty experience after closing. You will conduct orientations, manage warranty requests, coordinate repairs, and oversee work orders to completion.

Collaborating with homeowners, vendor partners, and internal teams, you will ensure timely, well-communicated resolutions. A proactive problem solver with strong decision-making and quality standards is essential.

Qualifications

• Experience in residential homebuilding, warranty service, or related field; direct experience managing homeowner repairs preferred.
• Strong customer service judgment with professional and empathetic communication.
• Ability to manage multiple open claims, prioritize urgent needs, and follow through.
• Proficiency with work order and customer management systems; BuildPro experience is preferred.
• Bachelor’s degree in construction management or related field, or equivalent relevant experience.

Responsibilities

• Lead homeowner warranty orientations and explain the warranty process and coverage.
• Serve as the primary point of contact for warranty matters after closing and communicate progress clearly.
• Receive, review, and document warranty requests with photos and service history.
• Evaluate requests against warranty coverage and escalate complex matters as needed.
• Identify urgent issues and coordinate prompt responses to prevent further damage.
• Create accurate warranty tickets and assign vendor partners, coordinating scheduling with homeowners.
• Own each work order through execution, monitor progress, and follow up on delays.
• Verify completed repairs address the approved scope and close the ticket.
• Issue and manage warranty purchase orders, review costs, and ensure proper approvals.
• Maintain current records of communications, claim status, schedules, and costs.
• Manage open warranty backlog, prioritize aging items, and report on volumes and trends.
• Hold vendors accountable for responsiveness, workmanship, and site conduct.
• Share recurring concerns with leadership to support prevention and improvement.
• Attend team meetings to discuss warranty trends and resolution strategies.

Skills

Warranty management

Customer service

Vendor management

Problem solving

Documentation

Communication

Multi-project coordination

Education

Bachelor’s degree in construction management or related field

Tools

BuildPro

Job description

Towne Lake by Caldwell Communities is seeking a Warranty Manager to own the homeowner warranty experience after closing. You will conduct orientations, manage warranty requests, coordinate repairs, and oversee work orders to completion.

Collaborating with homeowners, vendor partners, and internal teams, you will ensure timely, well-communicated resolutions. A proactive problem solver with strong decision-making and quality standards is essential.