Warranty Project Manager

#LI-Hybrid

About The Role

Warranty is one of the most consequential touchpoints in the homeowner relationship - and one of the highest-risk areas for cost and reputation if it is not managed well. The Warranty Project Manager owns the structured intake, planning, coordination, and delivery of warranty repair work across BPI’s residential portfolio, managing claims as defined projects under a consistent framework.

This role sits at the intersection of construction, homeowner relations, legal obligation, and trade management. It requires someone who can hold a complex portfolio of active files with discipline and clarity - while handling difficult conversations professionally, building trust with internal and external stakeholders, and driving repair work through to resolution.

What You'll Do

The role organizes around three areas of responsibility, each requiring strong judgment and follow-through.

1. Claim Triage & Program Management

• Maintain a clear picture of all active and upcoming warranty claims - triaging by complexity, urgency, public risk, and stakeholder sensitivity, and establishing scope, responsibility, and target dates within 24 to 48 hours of receipt.
• Group similar or recurring issues across projects into coordinated repair scopes - reducing repeat trade mobilizations, shortening timelines, and controlling cost.
• Maintain the warranty milestone tracker and contact applicable strata at least three months before key warranty dates - offering proactive support, including engineer site visits where appropriate, before formal claims are submitted.
• Maintain a working understanding of trade agreements, trade warranty obligations, and BC Home Warranty guidelines to support accurate claim assessment and repair planning.

1. Repair Delivery

• Work directly with Axiom, engineers, and trades to complete site visits, confirm root cause, develop repair plans, and coordinate scope, access, sequencing, and scheduling through to completion.
• Manage repair work as defined projects - with clear scope, sequencing, trade readiness, and accountability - targeting completion within 90 days of a coverage determination except where weather, access, or third-party factors apply.
• Keep timelines, risks, and constraints visible - identifying fallback and escalation paths early, and surfacing problems to leadership before they escalate from outside.

1. Stakeholder Management & Reporting

• Act as the primary point of contact for homeowners, strata councils, strata managers, warranty providers, trades, and internal partners (DevCon, Sales, Marketing, Axiom) - with communication that is clear, consistent, and ahead of the problem.
• Handle difficult conversations professionally and firmly - managing expectations, holding positions, and following through in a way that keeps escalation bottom-up.
• Prepare and present monthly reports to the Customer Care team and senior leadership - covering aging files, recurring defects, open risks, budget exposure, and recommended next steps.

What You Bring

• Minimum five years of experience in construction, project management, or a related field - with hands-on exposure to trade coordination, site inspections, and repair delivery.
• Technical grounding in at least one of envelope, mechanical, or electrical systems - enough to assess a problem, ask the right questions, and recognise when a proposed solution does not hold up.
• Strong project management fundamentals - able to define scope, set timelines, track dependencies, and hold trades and internal partners to commitments without relying on authority.
• Comfort managing strata councils, homeowners, and external partners through complex and sensitive situations - staying professional under pressure and knowing when to escalate.
• Familiarity with BC Home Warranty legislation, trade agreements, or strata environments is an asset, not a requirement.