Warranty Manager

About UsHarbor Homes was started to bring new construction homes to market in the most affordable and efficient way possible. We build beautiful homes, with desirable features, yet effectively built to reduce wasted space and added expense; all in sought-after communities. Whether you're looking for a single-family home, townhome, or condo, Harbor Homes makes it easy and more affordable.Position OverviewThe Warranty Manager is responsible for overseeing and managing all aspects of the warranty process for Harbor Homes. This role ensures a high level of customer satisfaction by leading the warranty team, maintaining consistent communication with homeowners, and driving timely and effective resolution of warranty items.This position also plays a key role in identifying trends, improving processes, and supporting long-term product quality through proactive field involvement, quality assurance reviews, and collaboration with the Construction and Operations teams.Job ResponsibilitiesWarranty Operations & Customer ExperienceOversee and manage the daily operations of the warranty department, including Warranty Technicians and related staffEnsure all warranty claims are addressed in a timely, professional, and efficient mannerServe as the escalation point for complex or sensitive homeowner concernsMaintain and enforce high standards of customer service, communication, and jobsite professionalismReview and approve warranty scopes to ensure accuracy and consistencyProcess Management & Continuous ImprovementDevelop, implement, and enforce standardized warranty processes, tracking tools, and reporting systemsMonitor warranty cycle times, completion rates, and customer satisfaction metricsTrack and analyze warranty data to identify trends, recurring issues, and opportunities for improvementLead root cause analysis on recurring warranty items and coordinate corrective actions with Construction and Trade PartnersProvide consistent feedback to Construction, Purchasing, and Design teams regarding product performance and installation qualityQuality Assurance & Field InvolvementConduct regular Quality Assurance (QA) jobsite walks across active and recently completed homes to assess overall construction quality and identify potential warranty risks before homeowner impactImplement and oversee Quality Test Drives (QTDs) on completed homes to verify readiness, identify incomplete or deficient items, and ensure alignment with company quality standardsPartner with Construction Managers to address deficiencies identified during QA walks and QTDs prior to homeowner orientationTrade Partner & Team CoordinationCoordinate with Trade Partners to ensure timely, high-quality completion of warranty workHold Trade Partners accountable to warranty response expectations and scope requirementsSupport training and development of Warranty Technicians, including process adherence, customer communication, and repair qualityManage technician scheduling, routing, and workload to maximize efficiency and responsivenessCore Competencies / Required Skills and AbilitiesStrong leadership and team management skillsExcellent communication and interpersonal skills with a customer-focused approachAdvanced problem-solving skills with emphasis on root cause identification and preventionThorough understanding of residential construction, including both rough and finish stagesStrong organizational and time management skillsAbility to manage multiple projects and priorities simultaneouslyHigh attention to detail and commitment to quality standardsProficiency in Microsoft Office and field management systems (Buildertrend preferred)Ability to work collaboratively across departments and with trade partnersRequired Experience / Education5+ years of experience in residential construction, warranty service, property management or related fieldPrior leadership or supervisory experience preferredHigh School diploma or equivalent (Associate or Bachelor’s degree preferred)Other Requirements (Travel, Physical Demands, etc.)Travel within the company’s geographic market area will be requiredValid driver’s license with insurance coverage requiredAbility to perform field inspections, including walking jobsites and navigating unfinished homesBackground check required prior to issuance of company vehicle (if applicable)We Make it Easy Founded in 1901, MRA is a nonprofit employer association that serves more than 4,000 employers, covering more than one million employees. As one of the largest employer associations in the nation, MRA helps its member organizations thrive by offering the most comprehensive assortment of HR services, information, education, and resources to help build successful workplaces and a powerful workforce. We partner with these companies working directly with their HR department and leadership to hire their talent. We are a direct line to the company, not an agency recruiter.