Warranty Manager

About the role

Vertical Builders is a growing semi-custom homebuilder serving the Richmond Metro area and surrounding Central Virginia communities. We are seeking an experienced Warranty Manager to oversee the residential warranty process, from homeowner orientation through the resolution of warranty claims. This role serves as a primary point of contact for homeowners while coordinating subcontractors, vendors, and internal teams to ensure warranty items are addressed accurately, professionally, and on time.

Responsibilities

• Conduct homeowner orientation walkthroughs, explain home systems and expectations, and answer homeowner questions.
• Conduct quality assurance walks and document items requiring attention before homeowner orientation.
• Manage warranty claims from initial request through completion, including scheduling, tracking, documentation, and follow-up.
• Serve as the primary point of contact for homeowners regarding warranty concerns, providing timely and professional communication.
• Coordinate subcontractors and vendors to ensure warranty items are completed within the communicated timeframe.
• Inspect completed warranty work and verify that items are properly resolved, preferably on the first service visit.
• Explain non-warrantable items and applicable construction standards or tolerances to homeowners when appropriate.
• Maintain detailed records of calls, emails, inspections, schedules, warranty claims, and resolutions.
• Ensure homes remain clean, organized, and presentable after warranty visits.
• Provide feedback to management regarding construction methods, vendors, subcontractors, and opportunities for improvement.
• Maintain the documentation and reference materials needed to support homeowner communication and warranty decisions.

Requirements

• Strong understanding of residential construction processes, building practices, common construction defects, and applicable building codes.
• Experience with residential construction, warranty management, quality assurance, or a related field.
• Strong knowledge of NAHB construction standards and ability to explain applicable tolerances to homeowners.
• Highly proactive with strong follow-through; able to identify issues and see them through to resolution.
• Exceptional attention to detail and organization.
• Strong communication and customer-service skills with the ability to work professionally with homeowners, subcontractors, vendors, and internal teams.
• Ability to manage multiple warranty claims, schedules, communications, and deadlines.
• Professional appearance and demeanor when interacting with homeowners and trade partners.
• Ability to document work accurately and maintain organized records.
• Valid driver's license and reliable transportation.

Employment may be contingent upon successful completion of a background check, consistent with applicable law.

Pay

Full-time, W-2 position. Salary: $75,000 to $85,000 per year, based on experience. Performance bonus paid per home.

Benefits

• Health insurance (company pays 50% of employee premium), eligible after 30 days with coverage beginning the first day of the following month.
• Dental insurance available at the employee's request.
• Simple IRA retirement plan with company match up to 3%, eligible after 90 days.
• Two weeks (10 days) of Paid Time Off after 90 days.
• 11 paid holidays.

Schedule

Monday-Thursday, 8:00 AM-5:00 PM; Friday, 7:00 AM-4:00 PM. Must be accessible by phone on weekends as needed.

Why Vertical Builders

At Vertical Builders, we believe the homeowner experience continues well after construction is complete. This role allows you to build lasting relationships with homeowners, coordinate a strong network of trade partners, and directly influence the quality and reputation of our homes. If you're an experienced residential construction professional who takes ownership, communicates clearly, and is committed to resolving issues the right way, we'd like to hear from you.