{"id":2521877,"url":"https://alion.io/job/shus-customer-care-manager","title":"Customer Care Manager","company":{"id":4423308,"name":"Sekisui House U","domain":"shus.com","url":"https://alion.io/company/shus","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Salt Lake City, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":72000,"max_usd":155000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":687},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-14T11:17:30Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T13:51:27Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Overview\nBREAK GROUND ON A REWARDING CAREER WITH US!\nThe Sekisui House U.S. team is a proud builder of the SHAWOOD, Richmond American, Woodside, Holt, Hubble, and Chesmar brands. We take great pride in being a member of Sekisui House, a global leader in homebuilding. This impressive, 60+ year old company has built over 2.6 million new homes designed to reflect and adapt to the changing needs of today's homebuyers. Drawing on Sekisui House's unparalleled history and superior service, we commit ourselves to a future where people around the world can live joyful lives in homes that are safe, secure, stylish and comfortable.\nWe encourage a company culture that promotes professionalism, teamwork, health & wellness and work-life balance. If you are a results-driven professional with a passion for success, consider building a career with us.\nPositive Work Environment & Culture\nCollaborative Team Culture: Join a supportive environment where teamwork and the open exchange of ideas are highly valued.\nTeam Engagement: Participate in a variety of team-building events and social gatherings, such as company outings, holiday celebrations, and regular office socials. We support a healthy work-life balance and recognize the importance of time outside of work commitments. \nOverview & Position Summary\nThe Customer Care Manager leads the customer care and warranty operations to deliver a high-quality homeowner experience post-closing. This role oversees the intake, tracking, and resolution of warranty requests, manages a team of customer care professionals, and coordinates with construction, trade partners, and vendors to resolve complex issues. The position drives service excellence, ensures adherence to policies and quality standards, monitors team performance, and identifies opportunities to improve operational efficiency and the homeowner experience.\nPrimary Responsibilities\nLead and manage the daily operations of the customer care and warranty team, including administrative and field support staff.\nSupervise, mentor, and develop customer care personnel; provide coaching, performance feedback, and training.\nOversee intake, prioritization, and resolution of homeowner warranty requests, ensuring timely and accurate service delivery.\nServe as the point of contact for escalated or complex homeowner issues, facilitating resolutions and maintaining customer satisfaction.\nCollaborate with construction, quality, purchasing, and trade partners to resolve multi-trade or systemic service concerns.\nMonitor service metrics, cycle times, warranty costs, and customer satisfaction trends; implement corrective actions and process improvements.\nReview and approve billable warranty work orders, backcharges, and related administrative documentation.\nDevelop and maintain standard operating procedures, reporting tools, and documentation for customer care processes.\nConduct quality control inspections and oversee service work to ensure adherence to company and industry standards.\nProvide leadership and guidance for special initiatives, including cost reduction, process improvement, and cross-functional projects.\nPrepare and present regular performance, service, and warranty reports to senior leadership.\nEducation & Experience\nRequired:\nHigh school diploma or equivalent\n4-6 years of experience in customer care, warranty, construction services, or 8-10 years of equivalent experience in homebuilding customer care or warranty operations\nPreferred:\nBachelor’s degree or equivalent education\nPrior experience supervising or managing customer-facing or operational teams\nSkills & Competencies\nStrong knowledge of residential construction and warranty processes\nAbility to lead and develop teams in a service-driven environment\nEffective problem-solving skills across multiple job areas and stakeholders\nStrong communication and conflict resolution skills\nAbility to analyze service data and performance metrics\nWorking knowledge of customer care systems and reporting tools\nSound judgment and decision-making in complex service situations\nCustomer-focused mindset with professionalism and accountability\nWorking Conditions\nThe role operates in a general office environment with regular interaction across departments. Periodic visits to residential construction sites or homeowner locations may be required. Limited local travel within assigned communities is expected.\nPhysical Requirements\nAbility to sit for extended periods while performing computer-based work\nAbility to stand or walk during site visits or homeowner meetings\nAbility to bend, stoop, or reach as needed during inspections\nAbility to lift or carry materials up to 25 pounds\nAbility to use computers, office equipment, and mobile devices\nAutomobile Allowance Requirement:This position is eligible for an automobile allowance. Candidates must maintain a valid driver's license, personal vehicle, and automobile insurance meeting company coverage requirements. Proof of insurance will be required before employment.\n Comprehensive Benefits Package\nWe offer a comprehensive benefits package designed to meet the diverse needs of our employees and their families:\nCompetitive Compensation: We provide a competitive compensation structure that rewards performance and results.\nHealth & Wellness: Comprehensive coverage includes medical, dental, and vision insurance options, as well as Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).\nFinancial Future: Access a 401(k) retirement savings plan.\nTime Off: Our time-off benefits include vacation, sick leave, paid holidays, and other leave types (bereavement, jury duty, FMLA, military leave).\nInsurance & Protection: Company-provided life insurance, accidental death and dismemberment (AD&D) insurance, and short- and long-term disability coverage are included. An employee assistance program (EAP) is also available. \nExclusive Perks & Discounts\nHomeownership & Financing: Take advantage of exclusive home purchase and financing discounts.\nPet Insurance: Enjoy discounted group pet insurance rates.\nIf you are ready for more than a job and seek a career with one of the most respected organizations in the industry, we encourage you to connect with us. Please visit our website at www.richmondamerican.com for additional information.\nSekisui House U.S., Inc. is an Equal Opportunity Employer.","description_format":"text","description_chars":6342,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["Life insurance","Retirement plans","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T11:17:30Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":28,"reasons":["conf:3","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/shus-customer-care-manager","json_url":"https://alion.io/job/shus-customer-care-manager.json","meta":{"generated_at":"2026-10-15T14:27:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22066,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4423308},"rest":"https://alion.io/mcp/rest/get_company?id=4423308"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fshus-customer-care-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fshus-customer-care-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fshus-customer-care-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/shus-customer-care-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fshus-customer-care-manager"}]}