MN Custom Homes · 8 hours ago
Lead Home Care Manager
Bellevue, Washington
Full-time
Onsite
Mid, Senior Level
$83K/yr - $116K/yr
5+ years expMN Custom Homes is a luxury home builder based in Bellevue, Washington, focused on innovation and quality craftsmanship. The Lead Home Care Manager is responsible for managing post-closing warranty home loads, ensuring high-quality support for homeowners, and overseeing the performance of the Home Care team.
ArchitectureConstructionReal EstateResidential
Responsibilities
Provides daily mentorship, guidance and support to Home Care team members, ensuring strong performance, adherence to MN standards and the desired customer experience
Oversees homeowner service requests from intake through completion, ensuring timely scheduling, communication, and resolution for assigned post-closing warranty homes
Manages escalated homeowner concerns with fairness, professionalism, and follow-through
Assists Sr. Manager, Home Care with monitoring service timelines, backlog, and completion rates to maintain operational efficiency and accountability
Partners closely with Construction, Procurement, and broader Home Experience team to ensure aligned communication and effective handoffs
Oversees the use and accuracy of the home care/warranty management platform, ensuring all documentation, photos, and closeouts are properly recorded
Assists Sr. Manager, Home Care with analyzing home care/warranty data to identify recurring issues and recommends process or product improvements to reduce future claims
Manages trade relationships, purchase orders, and billing for warranty work, ensuring accuracy and timely resolution
Builds and maintains strong relationships with homeowners, internal teams, and vendors grounded in trust, professionalism, and accountability
Models and reinforces actions and behaviors consistent with MN’s values, mission, and culture
Performs other related duties as necessary or assigned
Qualification
Required
Bachelor's degree in Business, Construction Management, or related field or equivalent experience required
5+ years of experience in residential construction, warranty, or customer service leadership, and includes experience managing subcontractors, scheduling and invoicing
Experience working with complex and/or escalated customer situations
Ability to visit homes and job sites, which may include ascending stairs and inspecting interior and exterior spaces
Frequent use of a computer, keyboard, and other office equipment
Must be able to lift up to 20lbs occasionally with or without accommodation
Must be able to work in the Bellevue office Monday-Friday within core business hours (8am – 5pm)
Regular travel between job sites and/or the office is required
Valid Washington State driver's license and acceptable driving record required
Proof of valid vehicle insurance
Preferred
Comprehensive knowledge of residential construction, warranty processes, and building systems
Demonstrated ability to lead manage escalated customer service issues with professionalism and while maintaining a positive customer experience
Strong problem-solving, conflict-resolution, and decision-making skills
Excellent organizational and time-management abilities; able to manage multiple priorities in a fast-paced setting
Exceptional communication skills, both written and verbal, with an ability to convey technical information clearly
Comfort working cross-functionally and managing relationships with trades, vendors, and homeowners
Proficiency in Microsoft Office Suite; experience with warranty management or CRM software (Salesforce preferred)
Strong attention to detail and commitment to quality, craftsmanship, and service excellence
Benefits
100% covered employee premiums for medical and dental self-coverage
100% employer-paid life insurance
100 % employer-paid long term disability insurance
Paid medical and family leave
Critical illness insurance
401(K) with generous company match, no vesting schedule, and access to professional financial advisors
Lifestyle reimbursement account
20 days of PTO & 9 holidays
New iPhone for your personal and business use
Free onsite parking
Company paid events
Complimentary snacks & beverages
Company
MN Custom Homes
MN Custom Homes specializes in building residential properties with complete design and construction solutions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Max Schroedl
Chief Financial Officer
Aaron Noble
Assistant to Chief Executive Officer
Recent News
Puget Sound Business Journal
2025-03-11
2024-10-27
2023-09-07
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