Moderne Ventures is a strategic venture capital and growth equity firm investing in disruptive technology companies.
About the role
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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
More about this role
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.
- 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)
- Oversee the processing and resolution of all warranty claims from homeowners.
- Assess claims to determine validity...
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