Warranty Manager

The Role We are seeking a Warranty Manager for Akash Homes, based in Edmonton, Alberta. The Opportunity Scaling a team is a privilege. At Akash Homes, we’re experiencing exciting growth, and our Warranty Team plays a crucial role in ensuring that growth is steady and sustainable.

As Warranty Manager, your key responsibility is to establish a strong foundation for how warranty services are delivered across Edmonton, Calgary, and Winnipeg. You’ll set up systems, metrics, and processes while ensuring your team has the training and support to succeed. You’ll be deeply involved in proactive planning, customer communications, and continuous improvement to deliver consistency across all regions.

This role requires someone who leads with both technical knowledge and people skills. Someone who can walk into a homeowner’s home, represent Akash Homes with confidence, diagnose the problem, and leave the homeowner feeling taken care of. One year at Akash Homes is like three years elsewhere.

Due to our rapid expansion and unique operational challenges, this role will push you to grow as a leader while making a direct impact on the company’s reputation and success. Top 3 Priorities in the First 6 Months Assess existing systems, workflows, and team structure and start optimizing immediately. We’re not looking for a 90-day observation period.

Identify what’s working, what isn’t, and begin building improvements that last. Establish accountability across the team and with trade partners, with a sharp focus on chargeback tracking ensuring warranty costs are accurately documented and recovered from trades where applicable. Build a consistent, repeatable approach to cross-geographical team management that delivers the same quality outcomes in every market, while coaching the team to close files completely and confidently the first time.

What You’ll Own Leadership & Coaching Coach and mentor warranty coordinators and technicians, ensuring a high-performance team environment. Conduct bi-weekly one-on-one meetings with direct reports to provide coaching, review goals, and ensure alignment with company and departmental objectives. Build strong collaboration with city leads to address regional nuances while creating consistent national outcomes.

Identify future team needs and contribute to recruitment efforts as the department scales. Foster an environment that embraces collaboration, curiosity, and continuous learning. Promote a builder mindset: encourage creative thinking, resourcefulness, and a problem-solving approach to ambiguity.

Support training programs to raise technical expertise and customer service excellence across the team. Operational Excellence & Process Management Manage the flow of all work orders, ensuring timely completion and consistent follow-through. Create systems and metrics to track warranty performance, including turn times and service standards.

Review upcoming work proactively and allocate resources effectively. Design and implement new processes, not just recommend them. Lead change management from planning through adoption.

Plan and oversee seasonal deficiency programs in partnership with the construction team, including proactive customer communications. Maintain documentation for landscaping deposits and submissions to third-party developers. Ensure accurate records for security deposit release phases.

Support the creation and maintenance of customer care manuals, guides, and resources. Track warranty costs with a focus on chargebacks. Identify what is billable to trades and ensure that cost is recovered accurately.

Customer Experience & Collaboration Uphold professionalism, courtesy, and empathy in all homeowner interactions. You represent Akash Homes in their home, and trust must be maintained from start to finish. Oversee the scheduling of 3-month and 1-year warranty visits with homeowners and ensure deficiency completion.

Collaborate with sales, marketing, construction, and design teams to support a consistent customer journey. Proactively identify trends or recurring issues in customer feedback and lead process improvements. Partner with trade partners and subcontractors to resolve warranty matters while maintaining positive relationships.

Strategic Contribution Identify critical issues and recurring warranty items, implement fast and effective solutions, and communicate root cause changes clearly back upstream to prevent recurrence. Develop and execute new processes for more efficient data entry and response times. Contribute to departmental budget planning and execution.

Travel to Calgary and Winnipeg to oversee warranty operations. What You’ll Bring Minimum 5 years of experience in a warranty, customer care, or construction leadership role; residential homebuilding experience strongly preferred. Strong knowledge of home construction, warranty processes, building materials, and local building codes.

Able to diagnose problems and guide trades to the right solution. Previous experience managing or leading a large team, ideally across multiple geographies; cross-geographical leadership is a priority for this role. A track record of optimizing existing systems when stepping into a new role, not just making recommendations, but implementing lasting improvements.

Extensive change management experience: building processes, rolling them out, and ensuring they are adopted across the team. Strong financial acumen with experience tracking warranty costs and managing trade chargeback processes. Proficiency with warranty management systems; BuildPro experience an asset.

Familiarity with ERP and CRM systems, Microsoft Suite (including SharePoint). Experience creating and executing SOPs and departmental budgets. Strong planning, prioritization, and communication skills both internally and externally.

Ability to work collaboratively across departments to achieve consistent outcomes. Open and excited about technology, change, and doing things differently. On-call availability (approximately three weeks per year).

Proven track record of training and developing teams to deliver consistent results. Compensation And Benefits Competitive Salary (based on experience) Extended health care (including dental, vision) Matching RRSP program Flexible time policies and personal support for life outside of work Continuing Education Support #J-18808-Ljbffr