Warranty and Quality Manager

Warranty and Quality Manager

The On-Site Manager leads Impact Housing's field response team, made up of the On-Site Coordinator and a permanent field crew, and is the single point of accountability for three categories of work: (1) warranty requests from Asset Management on completed projects within the one-year warranty period; (2) iConstruct construction defects, including correcting subcontractor workmanship that does not meet company standards; and (3) defects and issues at the Winchester module storage yard.

The Manager owns all administrative work for the team. The Manager is the single point of contact for the three requesting groups (Asset Management, iConstruct, and iManufacture for the storage yard) and receives, assesses, prioritizes, and schedules every request. The Manager reports up to the Senior Manager, Business Development & Asset Management and the executive team, and down to the On-Site Coordinator, ensuring the schedule, priorities, and expectations for the crew are clear and accurate.

The position sits at the corporate level and represents the company as a whole rather than any single vertical. The Manager is responsible for resolving issues quickly and at the lowest total cost to the company regardless of where they originated, maintaining a clear and defensible record of findings, costs, and corrective actions, and identifying root causes and issuing Problem Resolution Requests (PRRs) to the responsible parties so that issues are not repeated.

With more than 1,000 delivered units expected in the portfolio within the next six months, this role establishes the systems and standards needed to support that growth.

The On-Site Manager will be based in San Diego and will regularly travel to the Winchester module yard and other project sites as needed.

Key Responsibilities

• Serve as the single point of contact for work requests from Asset Management, iConstruct, and iManufacture (storage yard), and keep each group informed of status through closeout.
• Receive and manage warranty requests from Asset Management for completed projects within the one-year warranty period, coordinating unit access, resident notice, and timelines with Asset Management and property management.
• Receive and manage iConstruct defect requests, including correcting subcontractor workmanship that does not meet company standards, and document the responsible subcontractor and cost for back-charge.
• Receive and manage requests from iManufacture to assist with defects and issues at the Winchester module storage yard, including review of condition reports on modules placed in the yard.
• Investigate and assess each reported issue to determine its nature, severity, probable origin, and responsible party before work is assigned.
• Escalate requests that fall outside the team's defined scope to the Senior Manager, Business Development & Asset Management for direction.

• Schedule and deploy the On-Site Coordinator and the permanent field crew across completed projects, iConstruct sites, and the storage yard, setting weekly priorities and crew assignments.
• Maintain an accurate, current schedule for all field work and communicate it to the On-Site Coordinator and the requesting groups.
• Ensure work meets quality, schedule, and safety standards, and perform quality-control checks on completed work before closeout.
• Coordinate vendors, equipment manufacturers, and licensed trades when work falls outside the crew's scope.
• Administer manufacturer and vendor equipment warranties (e.g., PTACs and appliances), including registration at delivery, claims, and service coordination.

• Own all administrative work for the field response team, including the centralized tracking system, work orders, documentation, and closeout records.
• Verify that field data entered by the On-Site Coordinator is complete and accurate.
• Report up to the Senior Manager, Business Development & Asset Management and the executive team on open items, aging, costs, warranty exposure, crew utilization, and areas of risk.
• Track labor, material, and third-party costs for all work, and prepare or support intercompany invoices and back-charges to the responsible business unit, subcontractor, vendor, or manufacturer.
• Develop, document, and maintain SOPs for request intake, scheduling, work orders, yard support, and closeout.
• Maintain accurate systems of record and ensure documentation is complete, organized, and capable of supporting internal review, vendor disputes, client discussions, or other business needs.

• Identify root causes of recurring or significant issues and issue PRRs to the responsible parties (iManufacture, iConstruct, subcontractors, vendors, or Design & Engineering), tracking each through resolution.
• Identify trends and recurring field conditions and partner with Manufacturing, Construction, Quality, and Design & Engineering to support root-cause analysis and preventative corrective action.
• Define and document the inspection and verification process for units released from construction to property management.
• Feed lessons learned from every warranty, defect, and yard event back into manufacturing, construction, and design processes.
• Travel regularly between company facilities, properties, and project sites as business needs require.

Success Measures

• Response and closure times for requests from each of the three requesting groups.
• Year-over-year reduction in total warranty and defect cost to the company.
• Back-charge and cost recovery from responsible subcontractors, vendors, and manufacturers.
• PRRs issued and resolved, and recurring issues eliminated through root-cause corrective action.
• Schedule accuracy and productive utilization of the field crew.

Qualifications

Experience: 57+ years of progressively responsible experience in construction, warranty management, quality, field operations, property operations, construction administration, or a related environment, including direct supervision of field crews or foremen.

Industry Experience: Multifamily residential construction experience required. Experience with modular, manufactured, panelized, or off-site construction is strongly preferred.

• Strong understanding of construction quality, warranty, punch-list, deficiency, and corrective-action processes.
• Ability to independently assess field conditions, gather facts, evaluate supporting documentation, and communicate findings objectively.
• Working knowledge of residential construction systems, including architectural, structural, mechanical, electrical, plumbing, and finish components.
• Experience coordinating contractors, subcontractors, vendors, property management teams, and internal stakeholders.

• Demonstrated experience scheduling and leading field crews or foremen across multiple sites and managing work to a defined scope, schedule, and budget.
• Ability to develop SOPs and build tracking and reporting processes from the ground up.

• Strong project-management skills with the ability to manage multiple properties, priorities, open issues, and deadlines simultaneously.
• Ability to identify patterns and recurring deficiencies and translate field information into actionable recommendations.
• Strong written communication and documentation skills, including preparation of reports and recommendations for management.

• Experience with work-order, cost-tracking, and invoicing processes, including allocating costs across internal business units and vendors.
• Sound judgment and the ability to appropriately escalate high-risk, high-cost, recurring, or disputed matters.
• Strong interpersonal skills with the ability to navigate competing priorities across multiple business functions while remaining objective and representing the company's overall interest.
• Proficiency with Smartsheet, Google Workspace, spreadsheets, reporting tools, and structured document-management systems.
• Ability to operate effectively in manufacturing, yard, and active construction/property environments.
• Valid California driver's license and reliable transportation.

Preferred Qualifications

• Experience within modular or off-site manufacturing/construction.
• Experience with manufacturing quality systems, non-conformance processes, CAPA, root-cause analysis, or continuous improvement.
• Experience administering manufacturer/vendor warranties and resolving disputed warranty or construction claims.
• Experience working with occupied multifamily properties and coordinating corrective work with property management and residents.

• Experience managing equipment or materials storage yards or laydown areas, including weather and fire protection.
• OSHA 30 certification.
• Bilingual English/Spanish preferred.

Education

Bachelor's degree in Construction Management, Engineering, Building Science, Business, Real Estate, or a related field preferred. Equivalent combinations of relevant education, technical training, and progressively responsible industry experience may be considered.

Compensation