Customer Care Manager

Customer Care Manager

A home is more than four walls and a roof. It is where memories are made, milestones are celebrated, and lives unfold. As our Customer Care Manager, you will play a critical role in protecting that experience long after the keys are handed over.

We are seeking a customer-focused leader who is passionate about delivering a world-class homeowner experience while driving quality, accountability, and operational excellence. In this role, you will serve as the bridge between homeowners, construction teams, and trade partners, ensuring warranty concerns are resolved efficiently and professionally. If you thrive in a fast-paced environment, enjoy solving complex challenges, and take pride in creating lifelong customer advocates, we want to hear from you.

What You'll Do

Deliver an Outstanding Homeowner Experience

• Serve as the primary escalation point for homeowner concerns and warranty issues.
• Build trust and strong relationships with homeowners through responsive communication and proactive problem solving.
• Ensure every customer interaction reflects the highest standards of professionalism and service.
• Manage homeowner expectations while providing timely and effective resolutions.

Lead Warranty and Service Operations

• Oversee all post-closing customer care and warranty activities.
• Coordinate service requests, inspections, and repair work with homeowners and trade partners.
• Prioritize and manage multiple projects while meeting service level expectations.
• Track service performance metrics and drive continuous improvement initiatives.

Partner with Construction and Trade Teams

• Collaborate with Construction, Purchasing, Design, and Operations teams to identify and resolve recurring quality issues.
• Review construction defects and determine appropriate corrective action plans.
• Hold trade partners accountable for workmanship, responsiveness, and quality standards.
• Ensure repairs are completed safely, efficiently, and to company standards.

What We're Looking For

• 5+ years of experience in customer care, warranty, construction, homebuilding, or related field.
• Strong understanding of residential construction methods, building systems, and quality standards.
• Ability to read and interpret floor plans, specifications, and construction documents.
• Proven experience managing multiple priorities and deadlines.
• Excellent communication, negotiation, and conflict-resolution skills.

Why Join Us?

• Build a career with a respected and growing homebuilder.
• Make a direct impact on customer satisfaction and brand reputation.
• Collaborate with talented professionals who are passionate about quality.
• Competitive compensation package and comprehensive benefits.
• Opportunities for career growth and leadership development.

The compensation range for this role is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location. Thomas James Homes is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.