New Home Customer Warranty Manager - Veev

Veev is leading the way in the transformation of the construction industry with an innovative approach to modular home construction. Veev's prefabricated closed panel systems allow homes to be assembled efficiently on site while delivering both a more sustainable and higher quality final product than traditional construction. As a new subsidiary of Lennar, Veev is leveraging the strength and scale of its parent company while maintaining the speed and disruptive approach from its roots as a Silicon Valley based startup. Veev has developed a vertically integrated approach that involves multi-disciplinary collaboration across real estate, design, development, engineering, manufacturing, and construction.

This role will also be responsible for working closely with the Marketing Team to provide real customer testimonials and receive direction on the company voice. The role will also meet with Product on an ongoing basis as feedback from real homeowners living in the home is received. The role will work with Legal to ensure Veev meets its obligations and timelines required by law for warranty claims. 

Detailed Duties / Job Description

As the Manager of Customer Relationship & Warranty, you will play a pivotal role in shaping and executing our Company's Customer experience. You will be responsible for developing and implementing initiatives to enhance Customer satisfaction, loyalty, and advocacy across all channels.

Your Responsibilities On The Team

• Develop and refine the overall CX strategy in alignment with the Company's goals and objectives.
• Lead cross-functional workshops and brainstorming sessions to ideate innovative solutions for enhancing the Customer Experience.
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of CX initiatives and track progress over time.
• Serve as a subject matter expert on CX-related topics and provide guidance and support to internal stakeholders as needed.
• Interface with homebuyer and partners to perform final orientations and diagnose, schedule and complete warranty service work
• Pre-walk homesites to provide punchlist for construction to delivery of home to customer; provide quality control of finished product
• Conduct homeowner walk-throughs, acquainting homeowner with operation of appliances, heating/cooling systems, maintenance of home, etc. Collaborate with Real estate to establish best in class hand-off protocols. 
• Coordinate with the Construction Department staff and trade partners in the completion of walk-through repairs within 5 days
• Schedule and supervise trade partners' repairs in homes after delivery to homeowner
• Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within 7 days
• Provide accurate and timely information to Customer Care Manager on progress and scopes of work
• Maintain positive homeowner relations, provide homeowner with knowledgeable, timely and professional service
• Keep accurate service request logs and documentation of all work performed
• Perform all other duties as assigned

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field. 
• Minimum of 7 years of experience in customer experience management. Preferably in the homebuilding industry.
• Proven track record of developing and implementing successful CX strategies that drive tangible business results.
• Strong analytical skills with the ability to translate data into actionable insights and recommendations.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively across functions and levels.
• Detail-oriented with strong project management skills and the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in customer experience measurement tools, CRM systems, and data analytics platforms.
• Passion for delivering exceptional customer experiences and a relentless drive for continuous improvement.

Compensation

Pursuant to state and local pay disclosure requirements, the pay range for this role, with final offer amount dependent on skills, education, experience, and location is $127,000-$140,000 annually for Hayward, CA and surrounding areas.

Benefits Highlights

• Paid vacations, sick, and holidays
• Life insurance
• Pre-tax flexible spending accounts
• Health benefits, dental and vision insurance
• 401k + Matching
• Subsidized EV Charging
• Long Term Disability

We are committed to bringing together individuals from diverse backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive and be their authentic self, feel a sense of community, and do great work together. We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ethnicity, religion, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.