MC
Lead Home Care Manager
full-time•Bellevue•$82k - $115k
About this role
About MN Custom Homes
Founded in 2011 by two Bellevue locals, we have grown to become the preeminent Eastside luxury home builder today. Since Day 1 we have been driven by innovation and obsessed with setting our homes apart through their overall design and functionality. We truly get a thrill doing what we love most: building thoughtful homes that inspire community. Learn more about us and see our work at: https://mncustom.com
Why MN?
We pride ourselves on our empowered team environment and dedication to taking care of our people. We believe in setting you up to succeed with clear career progression, learning opportunities, and ownership of your role from the get-go. Accountability is huge for us, and we place a lot of trust in our employees to do the right thing. We believe that a supportive and inclusive culture yields happy people, and happy people are the most successful at what they do.
About This Role
The Lead, Home Care Manager maintains a post-closing warranty home load and acts as an escalation point for complex customer issues and inquires. This role is responsible for meeting warranty SLA’s and ensures that warranty work is completed efficiently, vendors are held accountable, and homeowners receive professional, high-quality support throughout their warranty term.
Focus on quality, efficiency, and continuous improvement, the Lead, Home Care Manager provides for an escalation point for customer and home issues, as well as providing clear guidance and mentorship for team members, strengthened vendor partnerships, and a focus on ensuring every homeowner interaction reflects MN’s craftsmanship, care, and integrity.
Success in this role is measured by homeowner satisfaction, operational effectiveness, and the consistent delivery of MN’s service standards.
Success in this role is measured by homeowner satisfaction, operational effectiveness, and the consistent delivery of MN’s service standards.
On a Given Day, Your Work Might Include
- 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.
Preferred Qualifications
- 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.
What You Bring to MN Custom Homes
- 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.
Working Environment & Physical Requirements
- 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).
Travel & Vehicle Requirements
- 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.
Employee 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
Hours & Compensation
This is a full-time position paying $82,573 - $115,602. The base salary range represents the anticipated low and high end of the salary range for this position. Individual placement within a salary range will vary based upon factors including but not limited to candidate experience, knowledge, individual, skills, and organizational performance.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At MN Custom Homes we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
MN Custom Homes is an equal opportunity employer
What you'll do
- The Lead Home Care Manager oversees post-closing warranty home loads and acts as an escalation point for complex customer issues. This role ensures warranty work is completed efficiently and that homeowners receive high-quality support throughout their warranty term.
About MN Custom Homes
Founded in 2011 by Bellevue locals Shaun McFadden and Joe Naeseth, MN Custom Homes was founded on a shared vision: to create exceptional homes in the most sought-after neighborhoods. What began as a partnership between two lifelong friends has grown into a company recognized for its craftsmanship, innovation, and deep respect for the communities we serve.
Our work is guided by three core values: Growth Mindset—continuously learning and refining our craft; Innovation—pushing the boundaries of design and construction; and Collaboration—working seamlessly with partners, clients, and communities. These values shape every home we build, from thoughtful architecture and quality construction to interior details that stand the test of time.
At MN Custom Homes, we are more than builders—we are stewards of our people and the communities we serve, committed to elevating the neighborhoods we call home and creating homes that inspire for generations to come.
Ready to join MN Custom Homes?
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Frequently Asked Questions
What does MN Custom Homes pay for a Lead Home Care Manager?
MN Custom Homes offers a competitive compensation package for the Lead Home Care Manager role. The salary range is USD 83k - 116k per year. Apply through Clera to learn more about the full compensation details.
What does a Lead Home Care Manager do at MN Custom Homes?
As a Lead Home Care Manager at MN Custom Homes, you will: the Lead Home Care Manager oversees post-closing warranty home loads and acts as an escalation point for complex customer issues. This role ensures warranty work is completed efficiently and that homeowners receive high-quality support throughout their warranty term..
Is the Lead Home Care Manager position at MN Custom Homes remote?
The Lead Home Care Manager position at MN Custom Homes is based in Bellevue, Washington, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Lead Home Care Manager position at MN Custom Homes?
You can apply for the Lead Home Care Manager position at MN Custom Homesdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.