Home Care Manager

About This Role

The Home Care Manager is responsible for ensuring homeowner service requests are efficiently managed while ensuring a positive customer experience. The Home Care Manager is the single point of contact for all homeowners' warranty needs in the year following a customer's move-in date. These include managing requests at designated intervals as well as addressing emergent needs and requests that arise during this period.

On a Given Day, Your Work Might Include:

• Models and reinforces actions and behaviors consistent with the Company's values, mission, and culture
• Serves as main point of contact for Azori Homeowner inquiries related to warranty needs. Professionally and promptly responds to all homeowner inquiries
• Manages and executes all post move-in services for Azori Homeowners. Coordinates services with homeowners and contractors, communicates progress/updates, and proactively circles back on any outstanding items or questions
• Ensures adherence to NAHB Residential Construction Standards and safety protocols for warranty repairs and concierge work
• Conducts walkthroughs of Service Request Lists, Emergency Requests and Concierge Requests
• Maintains and updates numerous records and schedules, including but not limited to: the Azori Warranty Tracking system, files and folders in company directory, personal schedule and contractor schedules
• Collaborates with subcontractors to resolve problems, including work procedures, complaints, and warranty issues
• Proactively partners with and builds strong relationships with team members and key stakeholders across the organization at all levels
• Ensures adherence to Azori standard work processes and takes ownership of improvement opportunities
• Stays informed and up to date on construction technology and advancements, and the latest fixes and repairs
• Interfaces professionally ensures good relationships with a variety of people, including owners, managers, customers, subcontractors, internal team members, tradespersons and laborers
• Identifies opportunities and drives continuous improvement related to quality of construction and delivery of post move-in service
• Partners cross functionally on projects and initiatives as needed or required
• Performs other related duties as necessary or assigned

Preferred Qualifications

Technical

• Knowledge of Residential Construction processes and products is required
• Excellent customer service skills and a desire to deliver positive customer experiences
• Strong organizational and time management skills. Must be able to effectively multitask and juggle simultaneous demands while remaining flexible and efficient in a fast-paced environment
• Ability to work independently with little direction or oversight
• Excellent interpersonal as well as verbal and written communication skills
• Proficient in Microsoft Office Suite
• Ability to make reasonable, rational, quick decisions while under pressure and when faced with unexpected occurrences or delays
• Ability to de-escalate situations and provide conflict resolution
• Ability to adopt Azori processes and standards
• Some fluency with Spanish (read/write/speak) is preferred

Change Management

• Quality is A Value, Not a Tradeoff. Proactively identifies quality risks and addresses them before they impact delivery; identifies patterns of recurring issues and works toward elimination; and improves quality without significantly impacting timelines; encourages peers to prioritize quality in decision-making.
• Learn Faster Than the Problem Changes: Demonstrates solid warranty expertise with emerging awareness of adjacent areas/disciplines; ability to identify personal learning gaps proactively; quickly absorbs new concepts and applies them effectively; seeks out feedback and diverse perspectives; and anticipates learning needs before they become urgent; shares new insights and learnings with the team.
• Speak Up Early When Something's Off: Demonstrates an understanding of organizational risk thresholds, stakeholder dynamics, and how to frame concerns constructively for different audiences; frames concerns with clarity, evidence, and potential solutions; spots early warning signs others may miss; and encourages open dialogue within the team; helps prevent issues from escalating into crises.
• Decide Like an Owner, Not a Bystander: Demonstrates an understanding of short-term vs. long-term trade-offs and the stakeholder considerations that inform sound decisions; weighs short- and long-term implications effectively; makes timely decisions despite ambiguity; and owns outcomes fully, including mistakes; acts in the company's best interest rather than personal or team convenience.
• Bias for Action Without Creating Chaos: Ability to identify which problems can be simplified and where risks lie before accelerating; simplifies complex problems to enable faster action; anticipates and mitigates risks proactively; and accelerates progress while maintaining alignment and clarity; keeps others informed to avoid confusion or rework.
• Hold a High Bar for Talent: Demonstrates an understanding of what strong performance looks like in the role; familiarity with performance and development frameworks; raises expectations through example and coaching; provides meaningful input on hiring and high-potential talent; and makes difficult but fair assessments; contributes to stronger teams through thoughtful hiring input, when applicable, and peer development.

Values

• Innovation: Identifies opportunities to transform how work gets done by challenging existing processes, leveraging AI, technology, and automation, and exploring new approaches to solve complex problems. Moves innovation from ideas to execution by testing solutions, influencing adoption, and creating improvements that increase efficiency, scalability, and long-term impact across teams.
• Collaboration: Elevates the performance of teammates by sharing knowledge, offering guidance, and helping others build on their strengths. Builds strong working partnerships by recognizing that the best results come from people working together toward something greater than themselves, and contributes to a positive, high-performing team culture.
• Growth Mindset: Identifies opportunities to strengthen their own skills and expertise by seeking out feedback, stretch assignments, and new challenges rather than waiting for direction. Turns lessons learned into action by refining how they work, raising the quality of their output, and building capabilities that create greater impact. Is motivated by becoming better than they were yesterday and consistently pushes their own standards higher.

What You Bring to Azori

• Bachelor's degree or equivalent preferred
• 5+ years' experience in a Warranty Service representative or equivalent role
• 5+ years' experience managing subcontractors, scheduling, and invoicing
• Previous experience developing, implementing, and managing a warranty program
• Trade experience and hands-on capabilities are desirable

Working Environment & Physical Requirements

• Ability to traverse and inspect all areas of a jobsite in all types of weather; this may include ascending and descending stairs and positioning oneself in various ways to inspect confined or difficult to reach spaces or areas
• Ability to use some light hand tools and battery operated tools
• This position requires frequent use of a computer, including keyboard functions and visual acuity of 20 inches or fewer on a daily basis
• Must be able to lift up to 20lbs occasionally with or without accommodation
• Exposure to characteristic construction site hazards
• Must be able to work in office Monday - Friday, within core business hours of 8AM-5PM

Travel & Vehicle Requirements

• Regular travel between job sites and/or the office is required
• Valid WA State Driver's License
• Acceptable driving record & proof of vehicle insurance. Azori must be listed as an additional insured party on the 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 $61,700 - $114,500. 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.