Senior Quality Control Manager - Warranty

POSITION DESCRIPTION

The Senior Quality Manager - Warranty provides enterprise leadership for McGough's warranty program and serves as a senior technical resource for significant post-construction and warranty-related issues. This role ensures consistent application of McGough warranty Standard Work across Operating Units, provides technical leadership on complex or high-risk conditions, and coordinates resolution efforts with Operations, Quality, Risk Management, General Counsel, project teams, trade partners, consultants, and other stakeholders.

The Senior Quality Manager - Warranty functions as a senior technical and Quality leader, not as the routine administrator of individual warranty requests. A primary responsibility is converting warranty experience into organizational learning by identifying recurring issues, leading root-cause and extent-of-condition analysis, and providing structured feedback to improve the Quality Management System (QMS), technical standards, Inspection Test Plans, training, procurement requirements, and future project planning.

QUALIFICATIONS

Required

• Bachelor's degree in Construction Management, Engineering, Architecture, Building Science, or related field; equivalent significant commercial construction experience may be considered.
• 12+ years of progressively responsible commercial construction experience in Quality, project management, field operations, technical services, construction consulting, claims, or related disciplines.
• Demonstrated experience investigating and resolving complex construction deficiencies, failures, or warranty conditions.
• Strong knowledge of commercial construction methods, drawings, specifications, inspection/testing, commissioning, project documentation, turnover, and warranty obligations.
• Experience leading cross-functional technical problem-solving and root-cause analysis.
• Strong executive communication and technical writing skills with the ability to work effectively with Operations leadership, attorneys, Risk Management professionals, consultants, trade partners, and project teams.
• Ability to manage sensitive or disputed matters with objectivity, sound judgment, and discretion.
• Valid driver's license and ability to travel to project and Operating Unit locations as required.
• Proficiency with Microsoft Office Suite, Bluebeam, Procore, SharePoint, and project management software.

Preferred

• 15+ years of commercial construction experience.
• Experience with a major general contractor, construction manager, design-builder, engineering consultant, or construction forensic firm.
• Experience with construction defect investigations, claims, forensic analysis, dispute resolution, or expert technical consulting.
• Experience developing or improving enterprise Quality Management Systems and translating lessons learned into preventive controls.
• Relevant professional certifications or licenses such as CCM, PMP, CQM-C, PE, RA, or building-envelope credentials.

Skills

• Strong critical thinking, investigative judgment, and creative problem-solving skills
• Ability to approach issues from multiple perspectives and develop fact-based conclusions
• Strong communication, listening, technical writing, and executive-level presentation skills
• Ability to build relationships, influence without direct authority, and manage sensitive issues calmly
• Strong construction judgment and technical credibility
• Ability to manage multiple priorities and organize responsibilities effectively
• Attention to detail and high level of accuracy
• Ability to take initiative and work independently with minimal supervision
• Embodies personal integrity, maintains confidentiality, and exercises sound judgment
• View every interaction as an opportunity to add value and enhance relationships

RESPONSIBILITIES AND TASKS

Enterprise Warranty Program Governance

• Serve as the enterprise subject matter expert for McGough's warranty process and associated Standard Work.
• Train Operating Unit Quality personnel, project leadership, and other stakeholders on warranty procedures, responsibilities, documentation, and escalation requirements.
• Verify consistent implementation through audits, sampling, management reviews, and trend analysis; identify gaps and coordinate corrective actions with Operating Unit leadership.
• Establish clear expectations for investigation, escalation, technical evaluation, documentation, resolution, and closure of significant warranty matters.
• Maintain enterprise visibility of significant, recurring, aging, or high-risk warranty issues while preserving Operating Unit and project-team ownership of routine warranty execution.

Technical Leadership & Complex Issue Resolution

• Serve as the senior technical resource for complex, recurring, disputed, or high-risk warranty conditions.
• Lead or coordinate technical investigations and review drawings, specifications, submittals, inspection/testing records, commissioning information, and other project documentation necessary to understand the issue.
• Coordinate internal SMEs, consultants, designers, manufacturers, trade partners, and other technical resources as needed.
• Develop fact-based resolution strategies defining investigation requirements, corrective actions, responsibilities, timelines, verification, and closure.
• Assist teams in distinguishing symptoms from underlying design, installation, coordination, material, technical, or process causes.
• Provide Project Executives and leadership with concise technical assessments, identified risks, recommended actions, and unresolved decision points.

Legal & Risk Management Coordination

• Coordinate with General Counsel, Risk Management, Operations leadership, and executive stakeholders on significant warranty matters involving contractual, legal, insurance, financial, client, or reputational considerations.
• Provide technical construction knowledge and project context to support evaluation of significant or disputed conditions, including review of relevant records, inspections, testing, correspondence, and construction sequencing.
• Participate in strategy discussions involving complex construction defects, disputed responsibility, claims, or significant warranty exposure.
• Coordinate technical consultants and subject matter experts with Legal and Risk when specialized investigation is required.
• Maintain appropriate confidentiality and exercise sound judgment when working on sensitive or disputed matters.

Root-Cause Analysis & QMS Continuous Improvement

• Lead or facilitate root-cause analysis for significant and recurring warranty conditions, evaluating technical, design, installation, procurement, coordination, inspection, testing, training, and process factors.
• Determine whether an issue is isolated or may represent a broader systemic condition and recommend extent-of-condition reviews when warranted.
• Identify recurring patterns involving building systems, scopes, details, products, trade partners, project types, or execution practices.
• Verify that corrective actions address underlying causes rather than only immediate symptoms.
• Establish a formal feedback loop between warranty experience and the enterprise QMS; evaluate whether requirements were missing, unclear, ineffective, or not properly implemented.
• Recommend improvements to procedures, ITPs, technical standards, forms, training, procurement requirements, trade partner expectations, commissioning requirements, and other controlled Quality content.
• Communicate significant lessons learned and successful practices across the organization and evaluate whether implemented changes reduce recurrence.

Organizational Assurance, Training & Warranty Risk Trends

• Train and coach Operating Unit Quality personnel, project leadership, and other stakeholders on warranty Standard Work, investigation, documentation, escalation, and resolution expectations.
• Conduct risk-based reviews and sampling to verify organizational compliance and identify gaps in competency, process implementation, or execution.
• Analyze warranty information for recurring technical, operational, trade, product, system, and process trends; identify emerging conditions that may represent enterprise Quality risk.
• Coordinate with Quality leadership and Data Analytics to establish meaningful warranty measures and trend reporting.
• Use warranty experience to inform future project risk assessments, Quality planning, technical reviews, and levels of Quality assurance.
• Provide leadership with periodic visibility into significant issues, recurring conditions, emerging risks, and improvement opportunities.

Decision Authority

• Require appropriate investigation and documentation of significant warranty conditions and request involvement from internal technical SMEs.
• Escalate significant warranty matters to Quality leadership, Operations, Risk Management, General Counsel, or executive leadership.
• Recommend extent-of-condition reviews, corrective actions, additional Quality controls, and revisions to controlled QMS standards based on validated warranty trends.
• Require Operating Units to address verified noncompliance with established warranty Standard Work.
• Provide technical and Quality leadership without independently determining legal liability, waiving contractual rights, settling claims, or making insurance coverage decisions.

Additional Responsibilities

• Participate as an active member of the McGough QA/QC teams. Contribute to shared goals and collaborate with colleagues on achievement of priorities.
• Collaborate with internal teams, contractors, and other stakeholders to align efforts. Build and maintain strong relationships with internal and external stakeholders.
• Other duties as assigned.

OFFICE AND TRAVEL

• Position may have regular travel to regional offices, Operating Units, and project locations. Overnight travel may occur as needed for investigations, site visits, and coordination meetings.

PHYSICAL REQUIREMENTS

The physical demands outlined here are representative of those required for an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

This position requires prolonged periods of sitting at a workstation or during meetings and travel (by plane or car). The employee must be able to lift up to 50 pounds as needed, demonstrate dexterity to write and use a computer keyboard and mouse, and possess the ability to hear, speak clearly, and distinguish colors on graphs and charts.

The role also requires occasional visits to construction sites, where the employee may be exposed to dust, dirt, uneven surfaces, outdoor weather conditions, and extreme temperatures.