Construction Warranty Lead (Hands-On Working Lead)

Job description

**Who We Are** Aro Homes is a thriving, purpose-driven company on a mission to redefine residential construction. Aro Homes was founded to create well-designed, precision-engineered homes that are beautiful, livable, and durable, while being built multiple times faster and having a positive impact on the environment. We are a diverse and experienced group of passionate and curious designers, builders, engineers, product developers, and businesspeople who are passionate about and committed to delivering on our mission. We've demonstrated that there is a massive opportunity to reduce waste and improve sustainability while building homes in a fraction of the time it traditionally takes. We utilize a repeatable, multi-disciplinary, and product-driven approach that is unique in the industry. We are funded by world-class investors who care about transforming industries for the better, including Eric Schmidt's Innovation Endeavors. If you share the desire to leave a lasting positive impact on the world and to join a strong culture of intelligent, passionate people, then let's start a conversation. **What You Will Be Responsible For** The Warranty Lead owns the homeowner experience after move-in. You will run Aro's warranty program end-to-end: receiving and triaging service requests, diagnosing issues on-site, completing or coordinating repairs, and closing every claim quickly and to a high standard of workmanship. Because our homes are built as engineered products, every warranty claim is also data. You will track root causes and feed them back to Design, Engineering, Factory, and Field teams so the same issue doesn't reach the next home. This role combines hands-on craftsmanship, customer care and process ownership. **What You’ll Do** - Manage the full lifecycle of warranty claims, from intake and triage through repair, homeowner sign-off, and closeout. Determine coverage against Aro's limited warranty and applicable state requirements. - Serve as the primary point of contact for homeowners after closing. Set clear expectations, schedule visits, provide timely updates, and handle difficult conversations with professionalism and empathy. - Lead homeowner orientations at move-in and scheduled warranty walkthroughs (e.g., at 60 and 11 months). Document findings with photos and notes. - Investigate reported issues on site and perform hands-on repairs in carpentry, drywall, painting, finishing work, minor plumbing and electrical, doors, windows, and fixtures. - Schedule and manage subcontractors and manufacturers for repairs outside the in-house scope. Verify the quality of completed work and hold partners to warranty obligations. - Maintain accurate records of every claim in our warranty system. Report on volume, response time, time to close, cost, and homeowner satisfaction. - Identify recurring defects and trace them to design, manufacturing, transportation, or on-site installation. Partner with Engineering, Factory, and Field teams on corrective actions, in line with our Lean Construction objectives. - Track warranty costs against budget and recommend ways to reduce cost per home over time. - Maintain a well-stocked warranty vehicle, tools, and common replacement parts so that most issues can be resolved in a single visit. - Follow all safety guidelines and company policies, and work respectfully in occupied homes. **What You'll Bring** - 3+ years in residential construction, with at least 1 year in warranty, customer service, or punch-list roles for a homebuilder. - Broad hands-on knowledge of residential building systems and finishes, and proficiency with power and hand tools. Able to diagnose root causes, not just symptoms. - Calm, professional, and empathetic with homeowners, including when they are frustrated. - Able to juggle many open claims, prioritize by urgency, and keep commitments. - Comfortable with warranty or field-service software, spreadsheets, photo documentation, and mobile tools. - Clear written and verbal communication with homeowners, trades, and internal teams. - Able to perform physically demanding tasks in various conditions. - Trade certification in carpentry, plumbing, or electrical work is a plus. - Reliable transportation and the ability to travel between multiple residential construction sites throughout the South Bay during the workday. **Physical & Work Environment Requirements** - Work takes place in homeowners' occupied homes and on active job sites across the region. Must be willing to travel daily between locations. - Physical activities include lifting, walking, climbing ladders, crawling in attics and crawlspaces, bending, and working in inclement weather. - Ability to lift and carry up to 50 lbs independently; heavier materials handled with team assistance or appropriate lifting equipment. - Occasional after-hours or weekend response for urgent warranty issues such as water leaks or loss of heat. **What we offer:** - Opportunity to join an outstanding start-up team and grow a purpose-driven company from the ground up. - Competitive salary package. - Medical/dental/vision benefits. - Equity in the company. At Aro Homes, we are focused on building a diverse and inclusive workforce. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires an accommodation to complete an application, please do not hesitate to let us know at [people@aro.homes](mailto:people@aro.homes). If you're excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.