Program Manager I, Warranty Operations

ICON is seeking a Program Manager for Warranty Operations to own the management and resolution of all home warranty claims swiftly and effectively, collaborating cross-functionally to execute appropriate service requirements, ensuring an exceptional post-construction customer experience and maintaining the high quality standards of ICON homes and structures.  This role involves direct interaction with homeowners, coordination with trade partners, hands-on solutions when needed, and collaboration with both external and internal project stakeholders to address and resolve warranty claims efficiently. This role is based at ICON’s Austin, TX campus and will report to our Director of Construction & Warranty Operations.

RESPONSIBILITIES

• Oversee the processing and resolution of all warranty claims from homeowners, serving as the primary point of contact for homeowners reporting warranty claims.
• Assess claims to determine validity and scope of warranty coverage.
• Coordinate with technical experts to diagnose issues and plan appropriate responses.
• Manage relationships with subcontractors and service providers to ensure timely and quality repairs.
• Schedule and oversee subcontractor activities related to warranty service, ensuring compliance with ICON Warranty Program and Construction Standards.
• Utilize a broad skill set in construction practices to effectively address and resolve warranty issues directly
• Communicate effectively with homeowners regarding the status of their warranty claims, expected timelines, and outcomes and follow up accordingly.
• Ensure a high level of homeowner satisfaction through prompt and effective service resolution
• Regularly inspect repair work to uphold quality standards, including those performed personally or by our trade partners.
• Collaborate with the construction team to identify and rectify any recurring issues during the warranty period.
• Provide feedback to construction teams to help inform future projects.
• Anticipate, schedule and execute 1-year walk through’s with homeowners in advance of their 1 year warranty expiration to proactively diagnose issues prior to warranty expiration.
• Maintain accurate records of all warranty claims and resolutions.
• Run frequent analysis of warranty claims and diagnose trends on an ongoing basis.
• Prepare and submit regular reports on warranty service performance and trends.
• Ensure all warranty service activities are documented in compliance with legal and regulatory requirements.
• Train team members on best practices for warranty service and customer interaction.
• Develop and implement policies and procedures that improve warranty service efficiency.
• Travel frequently for on-site visits and inspections within the TX region and occasionally out-of-state.
   

MINIMUM QUALIFICATIONS

• 5+ years of construction industry experience as a a construction superintendent, warranty manager, or in a similar role.
• Strong understanding of construction processes, materials, and customer service principles.
• Excellent communication and interpersonal skills.
• Problem-solving skills and the ability to make decisions under pressure.
• High degree of professionalism and a commitment to customer satisfaction.
• Familiarity with construction management software and CRM systems.
• Efficient time management and ability to manage multiple projects and/or claims at any given time.

PREFERRED SKILLS & EXPERIENCE

• Ability and knowledge to conduct repairs and maintenance work personally when necessary, demonstrating expertise in various construction disciplines.
• Hands-on skills in construction and repairs.