Senior Warranty Manager

At Van Metre, we believe that each employee contributes directly to our growth, success, and culture. We seek out candidates who love to challenge themselves and work with others to fulfill this role. Van Metre is seeking a skilled Senior Warranty Manager within the New Homes Division!

The Senior Warranty Manager will be responsible for coaching and supporting the warranty community teams, ensuring operational excellence and consistent delivery of Van Metre's world-class homeowner experience. This role will oversee the performance of warranty managers, providing mentorship, guidance, and accountability. The Senior Warranty Manager will play a key role in managing large-scale warranty projects, resolving escalated homeowner issues, and handling all out-of-warranty inquiries beyond the two-year anniversary mark.

What we offer:

• The opportunity to grow into senior leadership within the homebuilding industry.
• An energetic, high-performance culture driven by excellence and continuous improvement.
• Competitive benefits, company perks, and a focus on work/life balance.

Responsibilities:

• Train, coach, and advise warranty and assistant managers to perform at the highest level.
• Assist in the hiring and onboarding of new warranty and assistant managers.
• Oversee and support warranty managers in delivering magical and world-class homeowner experiences.
• Performance-manage warranty managers who fall short of expectations, including coaching plans and accountability measures.
• Provide guidance and oversight for large, complex warranty projects to ensure successful resolution.
• Support the Director(s) of Warranty with escalated homeowner concerns, offering creative and proactive solutions.
• Personally handle all out-of-warranty inquiries for homes beyond the two-year anniversary, maintaining Van Metre's reputation for responsiveness and professionalism.
• May have an assigned community to personally manage, oversee and act as warranty manager for that community.
• Drive departmental KPIs by holding warranty managers accountable for:
  • Ticket cycle time
  • Customer satisfaction/survey performance
  • Budget and PO compliance
• Assist in the development and implementation of best practices for warranty processes and homeowner communications that include a magical/world class experience.
• Regularly review trends and data with warranty managers to proactively address recurring issues and opportunities for improvement.
• Ensure all warranty managers receive ongoing training and development.
• Stay current on construction trends, building codes, and industry best practices.
• Be the field team expert on mobile devices, HubSpot software, apps, and other software to track and document team activities and efforts.
• Bring field-level insights directly to the Directors of Warranty to inform decision-making and strategy; drive and manage departmental initiatives and focuses for the field team.

Qualifications:

• Bachelor's degree and 5+ years of experience in a construction-related field, or 8+ years of equivalent industry experience.
• Prior experience in new home warranty management is required.
• Prior experience in hiring, onboarding and terminating.
• Demonstrated ability to lead, coach, and hold team members accountable.
• Strong problem-solving, root-cause analysis, and decision-making skills.
• Excellent customer service and conflict resolution skills.
• Ability to manage multiple priorities with a focus on execution and results.
• Proficiency with CRM tools (such as HubSpot), mobile applications, Microsoft Office, and Outlook.
• Demonstrated ability to work within a collaborative team structure.
• Excellent customer service skills including conflict resolution and strong oral and written communication abilities.

Who You Are:

• A confident and decisive leader who sets high standards for themselves and others.
• An excellent communicator with strong interpersonal skills.
• Calm under pressure with the ability to de-escalate complex homeowner situations.
• Forward-thinking with a focus on continuous improvement and innovation.
• Highly organized, self-motivated, and driven by results.
• A strategic thinker who anticipates challenges and proactively addresses them.

Compensation and Benefits information: Van Metre offers excellent benefits, and a work environment that fosters and rewards excellence. We also promote work/life balance, including a robust Employee Wellness Program. We encourage employees to make full use of vacation and other company-paid leave to refresh their bodies and minds.

• Salary: $100,000-110,000 annually (Pay is commensurate with experience, education, training, and skills)
• Paid Time Off: 11 paid holidays; 10 vacation days, 10 sick days, Two Volunteer Days off, Two Personal Days, Winter Break, Day off for Annual Physical, Day off for your Birthday; comprehensive parental and bonding leave
• Retirement Planning: Company Matched 401(k) Retirement Savings Plan; access to retirement planning coaches
• Wellness: Annual Wellness Reimbursement of up to $900; Free and unlimited access to TaskHuman Wellness App for yourself and your family members.

Van Metre Core Values

Integrity; Ownership; Respect and Dignity; Diversity and Inclusion; Teamwork; Community; Work/Life Balance

Van Metre Mission Statement

The mission of Van Metre Companies is to build and continually improve upon the storied reputation, earned over the years since the Company's founding in 1955, of providing top quality homes, investment properties and services to our customers and clients. The Company's emphasis on integrity, professionalism and philanthropy ingrained by our founder Albert G. Van Metre, Sr. has garnered trust and respect in the Washington, D.C. area and beyond. It is critical to our future that we maintain that reputation and assure that Van Metre Companies continues to excel in real estate development and construction and in the management of apartment, retail and office investment properties, as well as in the provision of mortgage and related services. It is the task of our dedicated, energetic, and involved professionals to advance our ability to set the benchmark for luxury living and refined commercial development. The capstone of our mission is to make the "Van Metre" signature an icon for elegant residential communities, and industry leading condominium and apartment communities, as well as Class A neighborhood retail centers and office developments.