Lead Home Care Manager

About MN Custom Homes

Founded in 2011 by two Bellevuelocals, 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:

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.

The Lead, Home Care Manager maintains a post-closing warranty home load and acts as an escalation point for complex customer issues and inquiries. 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.

• 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.

• 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.

• Bachelor’s degree in…