Program Manager, ICON Owner Care

ICON is seeking a Owner Care Program Manager responsible for promoting excellent home owner experiences by leading Quality Assurance (pre-close) as well as managing and resolving all project warranty claims swiftly and effectively. This role requires excellent cross-functional collaboration to execute appropriate service requirements, ensuring rapid resolution of warranty items, and providing exceptional post-construction customer experience. This role is crucial for maintaining the high quality standards of ICON projects and involves direct interaction with homeowners & non-residential clients, coordination with trade partners, hands-on solutions when needed, and collaboration with both external and internal project stakeholders to address and resolve warranty claims efficiently.

RESPONSIBILITIES:

Program Development & Training:

• Train team members on best practices for warranty service and customer interaction.
• Develop and implement policies and procedures
• Develop SOPs, performance metrics, and standards that will serve as the basis for ICON’s Customer Care Program (formerly known as Warranty Operations)

Warranty Claims Management:

• Oversee the processing and resolution of all warranty claims from homeowners.
• Assess claims to determine validity and scope of warranty coverage.
• Coordinate with technical experts to diagnose issues and plan appropriate responses.

Trade Partner Coordination:

• Manage relationships with subcontractors and service providers to ensure timely and quality repairs.
• Schedule and oversee subcontractor activities related to warranty service, ensuring compliance with ICON Warranty Program and Construction Standards.

Hands-On Solutions:

• Willing to conduct repairs and maintenance work personally when necessary, demonstrating expertise in various construction disciplines.
• Utilize a broad skill set in construction practices to effectively address and resolve warranty issues directly.

Customer Service:

• Serve as the primary point of contact for homeowners reporting warranty claims.
• Communicate effectively with homeowners regarding the status of their warranty claims, expected timelines, and outcomes.
• Follow up within a designated window to provide updates or expectations.
• Ensure a high level of homeowner satisfaction through prompt and effective service resolution.

Quality Assurance (QA):

• Regularly inspect repair work to uphold quality standards, including those performed personally or by our trade partners.
• Conduct Quality Assurance inspections on projects prior to completion to ensure an optimally seamless closing process.
• Collaborate with the construction team to identify and rectify any recurring issues during the warranty period.
• Provide feedback to construction teams to help inform future projects.
• Anticipate, schedule and execute 1-year walk through’s  with homeowners in advance of their 1 year warranty expiration to proactively diagnose issues prior to warranty expiration.

Reporting and Documentation:

• Maintain accurate records of all warranty claims and resolutions.
• Run frequent analysis of warranty claims and diagnose trends on an ongoing basis 
• Prepare and submit regular reports on warranty service performance and trends.
• Ensure all warranty service activities are documented in compliance with legal and regulatory requirements.

MINIMUM QUALIFICATIONS:

• 5+ years of construction industry experience as a  a construction superintendent, warranty manager, or in a similar role.
• Strong understanding of construction processes, materials, and customer service principles.
• Excellent communication and interpersonal skills.
• Problem-solving skills and the ability to make decisions under pressure.
• High degree of professionalism and a commitment to customer satisfaction.
• Familiarity with construction management software and CRM systems.
• Efficient time management and ability to manage multiple projects and/or claims at any given time.

PREFERRED SKILLS AND EXPERIENCE:

• Ability and knowledge to conduct repairs and maintenance work personally when necessary, demonstrating expertise in various construction disciplines.
• Hands-on skills in construction and repairs.

ICON is an equal opportunity employer committed to fostering an innovative, inclusive, diverse and discrimination-free work environment. Employment with ICON is based on merit, competence, and qualifications. It is our policy to administer all personnel actions, including recruiting, hiring, training, and promoting employees, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability, marital status, veteran status, or any other legally protected classification in accordance with applicable federal and state laws. Consistent with the obligations of these laws, ICON will make reasonable accommodations for qualified individuals with disabilities.

Furthermore, as a federal government contractor, the Company maintains an affirmative action program which furthers its commitment and complies with recordkeeping and reporting requirements under certain federal civil rights laws and regulations, including Executive Order 11246, Section 503 of the Rehabilitation Act of 1973 (as amended) and the Vietnam Era Veterans' Readjustment Assistance Act of 1974 (as amended).

Headhunters and recruitment agencies may not submit candidates through this application. ICON does not accept unsolicited headhunter and agency submissions for candidates and will not pay fees to any third-party agency without a prior agreement with ICON.

As part of our compliance with these obligations, the Company invites you to voluntarily self-identify as set forth below. Provision of such information is entirely voluntary and a decision to provide or not provide such information will not have any effect on your employment or subject you to any adverse treatment. Any and all information provided will be considered confidential, will be kept separate from your application and/or personnel file, and will only be used in accordance with applicable laws, orders and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement purposes.

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