Customer Care Manager
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. Output ONLY the HTML fragment — no /, no markdown code fences.
We need to decide which sections to include. The posting includes:
- Overview & Position Summary (could be "About the role")
- Primary Responsibilities (Responsibilities)
- Required Education & Experience (Requirements/Qualifications)
- Skills & Competencies (Skills)
- Working Conditions (maybe part of Requirements? but we can include as separate? The instruction says prefer few substantive sections over many thin ones. Could combine Working Conditions and Physical Requirements into a "Working Conditions" section? Or maybe include "Working Conditions" as a section. But they gave examples: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can map:
- About the role: Overview & Position Summary (maybe also include Overview BREAK GROUND... but that's fluff; we can include the overview about company? Might be considered boilerplate? It's about company culture; maybe we keep as part of About the role.
- Responsibilities: Primary Responsibilities list.
- Requirements: Required Education & Experience (maybe also include Preferred Bachelor's degree). Could combine as Requirements.
- Qualifications: maybe not needed separate; we could skip Qualifications if not distinct.
- Skills: Skills & Competencies.
- Benefits: Comprehensive Benefits Package (including Competitive Compensation, Health & Wellness, Financial Future, Time Off, Insurance & Protection, Exclusive Perks & Discounts). Also Automobile Allowance Requirement maybe part of Benefits? It's a specific allowance; could be included under Benefits.
- Pay: Not explicitly stated; they say "Competitive Compensation" but no numbers. According to instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. They do state "Competitive Compensation" but not specific numbers. Is that enough? The instruction says never create Pay/Schedule/Benefits sections unless the posting actually states them. "Competitive Compensation" is a statement but not specific. Might be considered placeholder? They gave example of filler: "commensurate with experience", "not specified", "N/A", "varies", "TBD". "Competitive compensation" is similar to unspecified. So we should NOT create a Pay section. Instead we can include compensation info within Benefits? They said "Comprehensive Benefits Package" includes Competitive Compensation as a bullet. So we can keep that under Benefits.
- Schedule: Not stated; skip.
Thus sections: About the role, Responsibilities, Requirements, Skills, Benefits.
We need to use
for each section heading. Inside each, we can have
for prose and
- for lists.
We must preserve ALL substantive information; do not invent or summarize away detail. So we need to include all details from each section.
Let's extract content.
Overview & Position Summary:
"The Customer Care Manager leads the customer care and warranty operations to deliver a high-quality homeowner experience post-closing. This role oversees the intake, tracking, and resolution of warranty requests, manages a team of customer care professionals, and coordinates with construction, trade partners, and vendors to resolve complex issues. The position drives service excellence, ensures adherence to policies and quality standards, monitors team performance, and identifies opportunities to improve operational efficiency and the homeowner experience."
Also earlier Overview BREAK GROUND... includes company description: "BREAK GROUND ON A REWARDING CAREER WITH US! The Sekisui House U.S. team is a proud builder of the SHAWOOD, Richmond American, Woodside, Holt, Hubble, and Chesmar brands. We take great pride in being a member of Sekisui House, a global leader in homebuilding. This impressive, 60+ year old company has built over 2.6 million new homes designed to reflect and adapt to the changing needs of today's homebuyers. Drawing on Sekisui House's unparalleled history and superior service, we commit ourselves to a future where people around the world can live joyful lives in homes that are safe, secure, stylish and comfortable. We encourage a company culture that promotes professionalism, teamwork, health & wellness and work-life balance. If you are a results-driven professional with a passion for success, consider building a career with us. Positive Work Environment & Culture Collaborative Team Culture: Join a supportive environment where teamwork and the open exchange of ideas are highly valued. Team Engagement: Participate in a variety of team-building events and social gatherings, such as company outings, holiday celebrations, and regular office socials. We support a healthy work-life balance and recognize the importance of time outside of work commitments."
That is substantive company overview; we can include in About the role.
Primary Responsibilities list:
- Lead and manage the daily operations of the customer care and warranty team, including administrative and field support staff.
- Supervise, mentor, and develop customer care personnel; provide coaching, performance feedback, and training.
- Oversee intake, prioritization, and resolution of homeowner warranty requests, ensuring timely and accurate service delivery.
- Serve as the point of contact for escalated or complex homeowner issues, facilitating resolutions and maintaining customer satisfaction.
- Collaborate with construction, quality, purchasing, and trade partners to resolve multi-trade or systemic service concerns.
- Monitor service metrics, cycle times, warranty costs, and customer satisfaction trends; implement corrective actions and process improvements.
- Review and approve billable warranty work orders, backcharges, and related administrative documentation.
- Develop and maintain standard operating procedures, reporting tools, and documentation for customer care processes.
- Conduct quality control inspections and oversee service work to ensure adherence to company and industry standards.
- Provide leadership and guidance for special initiatives, including cost reduction, process improvement, and cross-functional projects.
- Prepare and present regular performance, service, and warranty reports to senior leadership.
Required Education & Experience:
- High school diploma or equivalent
- 4–6 years of experience in customer care, warranty, construction services, or 8–10 years of equivalent experience in homebuilding customer care or warranty operations
- Preferred Bachelor’s degree or equivalent education
- Prior experience supervising or managing customer-facing or operational teams
Skills & Competencies:
- Strong knowledge of residential construction and warranty processes
- Ability to lead and develop teams in a service-driven environment
- Effective problem-solving skills across multiple job areas and stakeholders
- Strong communication and conflict resolution skills
- Ability to analyze service data and performance metrics
- Working knowledge of customer care systems and reporting tools
- Sound judgment and decision-making in complex service situations
- Customer-focused mindset with professionalism and accountability
Working Conditions:
- The role operates in a general office environment with regular interaction across departments.
- Periodic visits to residential construction sites or homeowner locations may be required.
- Limited local travel within assigned communities is expected.
Physical Requirements:
- Ability to sit for extended periods while performing computer-based work
- Ability to stand or walk during site visits or homeowner meetings
- Ability to bend, stoop, or reach as needed during inspections
- Ability to lift or carry materials up to 25 pounds
- Ability to use computers, office equipment, and mobile devices
Automobile Allowance Requirement:
- This position is eligible for an automobile allowance.
- Candidates must maintain a valid driver's license, personal vehicle, and automobile insurance meeting company coverage requirements.
- Proof of insurance will be required before employment.
Comprehensive Benefits Package:
- Competitive Compensation: We provide a competitive compensation structure that rewards performance and results.
- Health & Wellness: Comprehensive coverage includes medical, dental, and vision insurance options, as well as Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
- Financial Future: Access a 401(k) retirement savings plan.
- Time Off: Our time-off benefits include vacation, sick leave, paid holidays, and other leave types (bereavement, jury duty, FMLA, military leave).
- Insurance & Protection: Company-provided life insurance, accidental death and dismemberment (AD&D) insurance, and short- and long-term disability coverage are included. An employee assistance program (EAP) is also available.
- Exclusive Perks & Discounts:
- Homeownership & Financing: Take advantage of exclusive home purchase and financing discounts.
- Pet Insurance: Enjoy discounted group pet insurance rates.
We need to decide where to put Working Conditions, Physical Requirements, Automobile Allowance. Could combine into a "Working Conditions" section that includes those details. Or we could have separate sections but instruction says prefer few substantive sections over many thin ones. So combine Working Conditions, Physical Requirements, Automobile Allowance into a single "Working Conditions" section (maybe titled "Working Conditions & Requirements").
But the instruction's examples include Benefits, Pay, Schedule. They didn't list Working Conditions as example but we can still use it if we have content. However they said "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." That suggests we should stick to those headings; but we can also use other headings if needed? The examples are just examples; not exclusive. But to be safe, we could map Working Conditions etc. into "Requirements" or "Skills"? Not ideal. Maybe we can create a section "Working Conditions" as it's substantive. The instruction didn't forbid other headings; just gave examples. So we can include.
But we need to avoid too many sections. Let's aim for: About the role, Responsibilities, Requirements, Skills, Benefits. Within Requirements we can include education/experience, plus maybe working conditions/physical requirements/automobile allowance as subpoints? But those are not exactly requirements; they are working conditions. Could be part of Requirements? Might be okay to include them under Requirements as bullet points.
Alternatively we could have About the role, Responsibilities, Requirements (education/experience), Skills, Working Conditions (including physical, travel, automobile allowance), Benefits. That's 6 sections. Might be okay.
But instruction: "Prefer a few substantive sections over many thin ones." So maybe combine Working Conditions into Requirements or Benefits? Not ideal.
Let's think: The posting includes a lot of details; we need to preserve all. If we combine too much, we might lose clarity but still preserve info. We can embed lists within sections.
I'll propose sections:
- About the role (includes company overview and position summary)
- Responsibilities
- Requirements (education/experience, plus maybe preferred experience supervising)
- Skills
- Working Conditions (includes work environment, travel, physical requirements, automobile allowance)
- Benefits
That's 6 sections. Each substantive.
Now we need to format.
Use for each heading.
Inside each
for prose. Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. Output ONLY the HTML fragment — no /, no markdown code fences. We need to decide which sections to include. The posting includes: - Overview & Position Summary (could be "About the role") - Primary Responsibilities (Responsibilities) - Required Education & Experience (Requirements/Qualifications) - Skills & Competencies (Skills) - Working Conditions (maybe part of Requirements? but we can include as separate? The instruction says prefer few substantive sections over many thin ones. Could combine Working Conditions and Physical Requirements into a "Working Conditions" section? Or maybe include "Working Conditions" as a section. But they gave examples: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can map: - About the role: Overview & Position Summary (maybe also include Overview BREAK GROUND... but that's fluff; we can include the overview about company? Might be considered boilerplate? It's about company culture; maybe we keep as part of About the role. - Responsibilities: Primary Responsibilities list. - Requirements: Required Education & Experience (maybe also include Preferred Bachelor's degree). Could combine as Requirements. - Qualifications: maybe not needed separate; we could skip Qualifications if not distinct. - Skills: Skills & Competencies. - Benefits: Comprehensive Benefits Package (including Competitive Compensation, Health & Wellness, Financial Future, Time Off, Insurance & Protection, Exclusive Perks & Discounts). Also Automobile Allowance Requirement maybe part of Benefits? It's a specific allowance; could be included under Benefits. - Pay: Not explicitly stated; they say "Competitive Compensation" but no numbers. According to instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. They do state "Competitive Compensation" but not specific numbers. Is that enough? The instruction says never create Pay/Schedule/Benefits sections unless the posting actually states them. "Competitive Compensation" is a statement but not specific. Might be considered placeholder? They gave example of filler: "commensurate with experience", "not specified", "N/A", "varies", "TBD". "Competitive compensation" is similar to unspecified. So we should NOT create a Pay section. Instead we can include compensation info within Benefits? They said "Comprehensive Benefits Package" includes Competitive Compensation as a bullet. So we can keep that under Benefits. - Schedule: Not stated; skip. Thus sections: About the role, Responsibilities, Requirements, Skills, Benefits. We need to use
for each section heading. Inside each, we can have
for prose and
- for lists.
We must preserve ALL substantive information; do not invent or summarize away detail. So we need to include all details from each section.
Let's extract content.
Overview & Position Summary:
"The Customer Care Manager leads the customer care and warranty operations to deliver a high-quality homeowner experience post-closing. This role oversees the intake, tracking, and resolution of warranty requests, manages a team of customer care professionals, and coordinates with construction, trade partners, and vendors to resolve complex issues. The position drives service excellence, ensures adherence to policies and quality standards, monitors team performance, and identifies opportunities to improve operational efficiency and the homeowner experience."
Also earlier Overview BREAK GROUND... includes company description: "BREAK GROUND ON A REWARDING CAREER WITH US! The Sekisui House U.S. team is a proud builder of the SHAWOOD, Richmond American, Woodside, Holt, Hubble, and Chesmar brands. We take great pride in being a member of Sekisui House, a global leader in homebuilding. This impressive, 60+ year old company has built over 2.6 million new homes designed to reflect and adapt to the changing needs of today's homebuyers. Drawing on Sekisui House's unparalleled history and superior service, we commit ourselves to a future where people around the world can live joyful lives in homes that are safe, secure, stylish and comfortable. We encourage a company culture that promotes professionalism, teamwork, health & wellness and work-life balance. If you are a results-driven professional with a passion for success, consider building a career with us. Positive Work Environment & Culture Collaborative Team Culture: Join a supportive environment where teamwork and the open exchange of ideas are highly valued. Team Engagement: Participate in a variety of team-building events and social gatherings, such as company outings, holiday celebrations, and regular office socials. We support a healthy work-life balance and recognize the importance of time outside of work commitments."
That is substantive company overview; we can include in About the role.
Primary Responsibilities list:
- Lead and manage the daily operations of the customer care and warranty team, including administrative and field support staff.
- Supervise, mentor, and develop customer care personnel; provide coaching, performance feedback, and training.
- Oversee intake, prioritization, and resolution of homeowner warranty requests, ensuring timely and accurate service delivery.
- Serve as the point of contact for escalated or complex homeowner issues, facilitating resolutions and maintaining customer satisfaction.
- Collaborate with construction, quality, purchasing, and trade partners to resolve multi-trade or systemic service concerns.
- Monitor service metrics, cycle times, warranty costs, and customer satisfaction trends; implement corrective actions and process improvements.
- Review and approve billable warranty work orders, backcharges, and related administrative documentation.
- Develop and maintain standard operating procedures, reporting tools, and documentation for customer care processes.
- Conduct quality control inspections and oversee service work to ensure adherence to company and industry standards.
- Provide leadership and guidance for special initiatives, including cost reduction, process improvement, and cross-functional projects.
- Prepare and present regular performance, service, and warranty reports to senior leadership.
Required Education & Experience:
- High school diploma or equivalent
- 4–6 years of experience in customer care, warranty, construction services, or 8–10 years of equivalent experience in homebuilding customer care or warranty operations
- Preferred Bachelor’s degree or equivalent education
- Prior experience supervising or managing customer-facing or operational teams
Skills & Competencies:
- Strong knowledge of residential construction and warranty processes
- Ability to lead and develop teams in a service-driven environment
- Effective problem-solving skills across multiple job areas and stakeholders
- Strong communication and conflict resolution skills
- Ability to analyze service data and performance metrics
- Working knowledge of customer care systems and reporting tools
- Sound judgment and decision-making in complex service situations
- Customer-focused mindset with professionalism and accountability
Working Conditions:
- The role operates in a general office environment with regular interaction across departments.
- Periodic visits to residential construction sites or homeowner locations may be required.
- Limited local travel within assigned communities is expected.
Physical Requirements:
- Ability to sit for extended periods while performing computer-based work
- Ability to stand or walk during site visits or homeowner meetings
- Ability to bend, stoop, or reach as needed during inspections
- Ability to lift or carry materials up to 25 pounds
- Ability to use computers, office equipment, and mobile devices
Automobile Allowance Requirement:
- This position is eligible for an automobile allowance.
- Candidates must maintain a valid driver's license, personal vehicle, and automobile insurance meeting company coverage requirements.
- Proof of insurance will be required before employment.
Comprehensive Benefits Package:
- Competitive Compensation: We provide a competitive compensation structure that rewards performance and results.
- Health & Wellness: Comprehensive coverage includes medical, dental, and vision insurance options, as well as Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
- Financial Future: Access a 401(k) retirement savings plan.
- Time Off: Our time-off benefits include vacation, sick leave, paid holidays, and other leave types (bereavement, jury duty, FMLA, military leave).
- Insurance & Protection: Company-provided life insurance, accidental death and dismemberment (AD&D) insurance, and short- and long-term disability coverage are included. An employee assistance program (EAP) is also available.
- Exclusive Perks & Discounts:
- Homeownership & Financing: Take advantage of exclusive home purchase and financing discounts.
- Pet Insurance: Enjoy discounted group pet insurance rates.
We need to decide where to put Working Conditions, Physical Requirements, Automobile Allowance. Could combine into a "Working Conditions" section that includes those details. Or we could have separate sections but instruction says prefer few substantive sections over many thin ones. So combine Working Conditions, Physical Requirements, Automobile Allowance into a single "Working Conditions" section (maybe titled "Working Conditions & Requirements").
But the instruction's examples include Benefits, Pay, Schedule. They didn't list Working Conditions as example but we can still use it if we have content. However they said "use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." That suggests we should stick to those headings; but we can also use other headings if needed? The examples are just examples; not exclusive. But to be safe, we could map Working Conditions etc. into "Requirements" or "Skills"? Not ideal. Maybe we can create a section "Working Conditions" as it's substantive. The instruction didn't forbid other headings; just gave examples. So we can include. But we need to avoid too many sections. Let's aim for: About the role, Responsibilities, Requirements, Skills, Benefits. Within Requirements we can include education/experience, plus maybe working conditions/physical requirements/automobile allowance as subpoints? But those are not exactly requirements; they are working conditions. Could be part of Requirements? Might be okay to include them under Requirements as bullet points. Alternatively we could have About the role, Responsibilities, Requirements (education/experience), Skills, Working Conditions (including physical, travel, automobile allowance), Benefits. That's 6 sections. Might be okay. But instruction: "Prefer a few substantive sections over many thin ones." So maybe combine Working Conditions into Requirements or Benefits? Not ideal. Let's think: The posting includes a lot of details; we need to preserve all. If we combine too much, we might lose clarity but still preserve info. We can embed lists within sections. I'll propose sections: - About the role (includes company overview and position summary) - Responsibilities - Requirements (education/experience, plus maybe preferred experience supervising) - Skills - Working Conditions (includes work environment, travel, physical requirements, automobile allowance) - Benefits That's 6 sections. Each substantive. Now we need to format. Use
for each heading. Inside each