Home Care Manager

<div class="content-intro"><p> </p> <div><strong>About Azori</strong></div> <div>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: <a href="https://mncustom.com/">https://azori.com</a><br><br></div> <div><strong>Why Azori?</strong></div> <div>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.</div> <p> </p></div><div><strong>About This Role </strong></div> <div>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.</div> <div> </div> <div><strong>On a Given Day, Your Work Might Include: </strong></div> <div> <ul> <li>Models and reinforces actions and behaviors consistent with the Company's values, mission, and culture</li> <li>Serves as main point of contact for Azori Homeowner inquiries related to warranty needs. Professionally and promptly responds to all homeowner inquiries</li> <li>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</li> <li>Ensures adherence to NAHB Residential Construction Standards and safety protocols for warranty repairs and concierge work</li> <li>Conducts walkthroughs of Service Request Lists, Emergency Requests and Concierge Requests</li> <li>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</li> <li>Collaborates with subcontractors to resolve problems, including work procedures, complaints, and warranty issues</li> <li>Proactively partners with and builds strong relationships with team members and key stakeholders across the organization at all levels</li> <li>Ensures adherence to Azori standard work processes and takes ownership of improvement opportunities</li> <li>Stays informed and up to date on construction technology and advancements, and the latest fixes and repairs</li> <li>Interfaces professionally ensures good relationships with a variety of people, including owners, managers, customers, subcontractors, internal team members, tradespersons and laborers</li> <li>Identifies opportunities and drives continuous improvement related to quality of construction and delivery of post move-in service</li> <li>Partners cross functionally on projects and initiatives as needed or required</li> <li>Performs other related duties as necessary or assigned</li> </ul> </div> <div><strong> Preferred Qualifications</strong></div> <p> Technical</p> <ul> <li>Knowledge of Residential Construction processes and products is required</li> <li>Excellent customer service skills and a desire to deliver positive customer experiences</li> <li>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</li> <li>Ability to work independently with little direction or oversight</li> <li>Excellent interpersonal as well as verbal and written communication skills</li> <li>Proficient in Microsoft Office Suite</li> <li>Ability to make reasonable, rational, quick decisions while under pressure and when faced with unexpected occurrences or delays</li> <li>Ability to de-escalate situations and provide conflict resolution</li> <li>Ability to adopt Azori processes and standards</li> <li>Some fluency with Spanish (read/write/speak) is preferred</li> </ul> <p> Change Management</p> <ul> <li>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.</li> <li>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.</li> <li>