Do you believe that a company’s success depends on its people? Do you want to support a development pipeline of more than 2,000 housing units? If so, ELM is the place for you! ELM is nothing without the people who build, design, and support it. We are currently looking for a Warranty Manager to join our scaling organization.
At ELM Developments, our legacy is in construction and value engineering.
ELM has always been boots on the ground, doing whatever it takes, whenever it’s required to get the job done. Our mission is to go deep on every single line item, on every single contract.
That level of meticulousness allows us to deliver rationale, stay accountable and consistently answer the work. However, we have much more to accomplish for our customers, and we’re looking for a culturally aligned individual to join our dynamic team located in Vaughan.

REQUIRED QUALIFICATIONS

• Minimum 5 years’ experience in residential construction, warranty management, or customer service, with a strong understanding of both low-rise and high-rise residential products.
• In-depth knowledge of the Tarion Warranty Program and Tarion Performance Guidelines.
• Proven experience managing warranty or customer care teams, including coordinators and tradespeople/handymen.
• Excellent organizational skills with a focus on meticulous documentation and file management.
• Ability to read construction drawings and specifications.
• Strong communication and problem-solving skills with a customer-first approach.
• Proficiency in construction/warranty software platforms (e.g., Builder Lynx, Newstar, BuilderLink).
• Valid Ontario driver’s license and willingness to travel across Ontario frequently.

PREFERRED QUALIFICATIONS

• Technical or construction trade background is an asset.
• Confident and composed under pressure, particularly in homeowner-facing or conciliatory settings.
• Able to balance homeowner satisfaction with construction feasibility and business considerations.
• Strong leadership and mentoring skills for supervising and developing on-site customer care staff.

Homeowner Communication & Experience:

• Serve as the primary contact for homeowners for all warranty-related matters.
• Manage expectations with professionalism, empathy, and clarity, ensuring homeowners understand what is and is not covered under warranty.
• Attend homeowner meetings and walkthroughs to ensure clear communication and satisfaction with completed work

ROLE

ELM Developments is seeking a proactive and detail-driven Warranty Manager to lead the execution of our warranty and customer care program across a portfolio of low-rise and high-rise condominiums and freehold homes throughout Ontario. This hybrid role includes managing desk-based claims processes and frequent travel to project sites to oversee repairs, inspections, and homeowner service. The Warranty Manager will lead on-site customer care coordinators and handymen, ensure compliance with Tarion Performance Guidelines, and act as the company’s representative in the Tarion conciliation process.

KEY RESPONSIBILITIES

Warranty Program Management (Office-Based):

• Manage and process all homeowner warranty claims in alignment with Tarion’s Performance Guidelines and submission timelines (30-Day, Year-End, 2-Year, 7-Year).
• Ensure continued, accurate, and thorough documentation of all service requests, inspections, communications, repair timelines, and resolutions.
• Prepare and submit required Tarion documentation, including forms, reports, and claim logs.

Site-Based Supervision & Coordination:

• Conduct and oversee Pre-Delivery Inspections (PDIs) and pre-PDI walkthroughs with construction teams to identify and document deficiencies before occupancy.
• Regularly travel to sites across Ontario to assess and verify post-occupancy warranty issues.
• Direct and supervise Customer Care Coordinators and on-site handymen, ensuring repairs are completed to a high standard and in a timely manner.
• Coordinate with trades and site supervisors to execute corrective work and verify quality of repairs.

Tarion Compliance & Conciliations:

• Maintain deep working knowledge of the Tarion Performance Guidelines and apply them consistently in claim evaluation and homeowner communication.
• Lead the company’s participation in the Tarion conciliation process, including documentation preparation, site meetings, and post-conciliation follow-up.
• Ensure all service timelines and obligations are met to avoid conciliations or chargeable outcomes wherever possible.

Homeowner Communication & Experience:

• Serve as the primary contact for homeowners for all warranty-related matters.
• Manage expectations with professionalism, empathy, and clarity, ensuring homeowners understand what is and is not covered under warranty.
• Attend homeowner meetings and walkthroughs to ensure clear communication and satisfaction with completed work.

Reporting & Internal Collaboration:

• Maintain issue logs and trend reports to support continuous improvement and reduce recurring issues.
• Work closely with construction, development, and design teams to provide feedback loops that improve product quality.
• Lead regular warranty team meetings and report on KPIs, trends, and outstanding items.