Director of Homebuilder Warranty

Our client is a rapidly growing homebuilder who caters to the high-end residential marketplace with amenitized communities. They are a well-established company looking for top talent to join their team and help them continue setting and breaking company records.

They hire self-motivated leaders looking to take their careers to the next level. The individual for this role will be a great addition to the company’s team. A successful individual will bring their strengths in leadership, process improvement, and customer service orientation from day one.

Our client offers a place to perform and excel at work without layers of corporate bureaucracy. They are a stable and reliable business with numerous growth opportunities, comprised of top-producing, friendly, and positive people who live by their core values. They believe in the growth of their company, customers, and community alike, creating a collaborative and supportive environment for all.

Essential Job Functions

As the Director of Warranty, you will oversee and manage all aspects of warranty operations across multiple communities, ensuring consistent, high-quality service while addressing escalated homeowner concerns. This role requires deep knowledge of construction, a strong commitment to customer satisfaction, and a strategic approach to process improvement. The Director will also play a pivotal role in team leadership, policy development, and maintaining regulatory compliance.

Position Responsibilities

• Warranty Operations Oversight: Lead all warranty-related activities across assigned communities, ensuring alignment with our client’s quality standards and brand reputation. Oversee the development, implementation, and administration of policies and procedures to improve efficiency and service quality within the Warranty Department.
• Team Leadership and Structure: Build and support a high-performing team, including hiring, training, and mentoring warranty personnel. Define performance expectations, resolve conflicts, and address performance issues proactively. Regularly communicate goals and areas of accountability, fostering a culture of continuous development and advancement.
• Leadership and Customer Satisfaction: Act as the primary authority on complex warranty cases, addressing escalated homeowner concerns with professionalism and urgency. Ensure all customer inquiries and service requests are handled efficiently, promoting trust and confidence in our client’s service.
• Process Improvement and Quality Control: Collaborate with corporate warranty specialists to evaluate and enhance existing processes. Introduce improvements that streamline operations, reduce response times, and elevate the quality of service provided. Regularly track department performance and take corrective actions when necessary.
• Construction Knowledge Application: Use your construction expertise to support warranty team members in understanding technical aspects of homeowner concerns, providing accurate guidance on issues and repairs. Serve as a resource for troubleshooting complex issues, ensuring the team maintains a high level of technical knowledge.
• Project Management and Compliance: Oversee the turnover process of model and inventory homes to buyers, coordinating closely with other departments to ensure compliance with all safety and regulatory standards. Ensure that team members complete required safety courses and training programs to uphold workplace safety and corporate policies.
• Stakeholder Communication and Collaboration: Work closely with the Director of Construction, Community Leaders, and trade partners to address recurring issues, performance gaps, and trends affecting warranty services. Act as a liaison with HOA boards, senior management, and local officials as necessary to resolve high-level warranty matters and maintain positive relationships.
• Customer Relations and Feedback: Respond to customer inquiries with a solutions-focused approach, providing updates on warranty statuses and processing changes as needed. Gather and communicate feedback on common warranty issues to improve future service offerings and inform operational decisions.
• Regional Adaptability: Address specific challenges across different communities, such as supply shortages or unique local requirements, adapting strategies as necessary to ensure consistent service standards across all areas.

Position Qualifications

• Bachelor’s degree in construction management, Business, or a related field strongly preferred. One year of work experience may substitute for one year of the required education, up to a maximum of four years.
• Minimum of five years of relevant experience in a similar position, preferably with a high-volume builder. Prior experience managing warranty teams or construction customer service departments is ideal.
• Strong understanding of construction, subcontracting, and warranty management processes.
• Familiarity with sales, marketing, capital budgeting, and acquisitions, as well as land development.
• Excellent leadership, analytical, creative thinking, problem-solving, and negotiation skills.
• Ability to manage multiple priorities with attention to detail in a fast-paced environment, meeting stringent deadlines and maintaining high accuracy.
• Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint) and familiarity with CRM and warranty service software (e.g., Builders CMS, Build Pro, NewStar).
• Strong written and verbal communication skills for interacting with internal and external customers, demonstrating a commitment to integrity and customer focus.