Program Manager, ICON Owner Care

ICON is seeking an Owner Care Program Manager to promote excellent homeowner experiences by leading Quality Assurance (pre-close) and managing warranty claims. This role ensures rapid resolution of warranty items and exceptional post-construction customer service through cross-functional collaboration.

Responsibilities

• Program Development & Training:
  • Train team members on best practices for warranty service and customer interaction.
  • Develop and implement policies and procedures.
  • Create SOPs, performance metrics, and standards for ICON’s Customer Care Program (formerly 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:
  • Conduct repairs and maintenance work personally when necessary, demonstrating expertise in various construction disciplines.
  • Utilize a broad skill set in construction practices to 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 trade partners.
  • Conduct Quality Assurance inspections on projects prior to completion to ensure a seamless closing process.
  • Collaborate with the construction team to identify and rectify recurring issues during the warranty period.
  • Provide feedback to construction teams to inform future projects.
  • Anticipate, schedule, and execute 1-year walkthroughs with homeowners in advance of their warranty expiration to proactively diagnose issues.
• 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.

Requirements

• 5+ years of construction industry experience as 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 simultaneously.

Preferred Skills and Experience

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