Program Manager, ICON Owner Care

ICON is seeking a Owner Care Program Manager responsible for promoting excellent home owner experiences by leading Quality Assurance (pre-close) as well as managing and resolving all project warranty claims swiftly and effectively. This role requires excellent cross-functional collaboration to execute appropriate service requirements, ensuring rapid resolution of warranty items, and providing exceptional post-construction customer experience. This role is crucial for maintaining the high quality standards of ICON projects and involves direct interaction with homeowners & non-residential clients, 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.

RESPONSIBILITIES:

Program Development & Training:

• Train team members on best practices for warranty service and customer interaction.
• Develop and implement policies and procedures
• Develop SOPs, performance metrics, and standards that will serve as the basis for ICON’s Customer Care Program (formerly known as Warranty Operations)

Warranty Claims Management:

• Oversee the processing and resolution of all warranty claims from homeowners.
• Assess claims to determine validity and scope of warranty coverage.
• Coordinate with technical experts to diagnose issues and plan appropriate responses.

Trade Partner Coordination:

• 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.

Hands-On Solutions:

• Willing to conduct repairs and maintenance work personally when necessary, demonstrating expertise in various construction disciplines.
• Utilize a broad skill set in construction practices to effectively address and resolve warranty issues directly.

Customer Service:

• Serve as the primary point of contact for homeowners reporting warranty claims.
• Communicate effectively with homeowners regarding the status of their warranty claims, expected timelines, and outcomes.
• Follow up within a designated window to provide updates or expectations.
• Ensure a high level of homeowner satisfaction through prompt and effective service resolution.

Quality Assurance (QA):

• Regularly inspect repair work to uphold quality standards, including those performed personally or by our trade partners.
• Conduct Quality Assurance inspections on projects prior to completion to ensure an optimally seamless closing process.
• 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.

Reporting and Documentation:

• 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.

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 AND 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.