--- title: 'Program Manager, ICON Owner Care at ICON' canonical: 'https://feeny.ai/job/program-manager-icon-owner-care-icon-austin-texas-nceyseercggg' type: 'job' last_seen: '2026-09-07' --- # Program Manager, ICON Owner Care at ICON - **Company:** ICON - **Location:** Austin Texas, United States - **Posted:** 2026-08-24 - **Last confirmed live:** 2026-09-07 - **Apply:** https://job-boards.greenhouse.io/iconcareers/jobs/6151766004 ## Job description ICON is seeking a Owner Care Program Manager responsible for promoting excellent home owner experiences by leading Quality Assurance (pre-close) as well as managing and resolving all project warranty claims swiftly and effectively. This role requires excellent cross-functional collaboration to execute appropriate service requirements, ensuring rapid resolution of warranty items, and providing exceptional post-construction customer experience. This role is crucial for maintaining the high quality standards of ICON projects and involves direct interaction with homeowners & non-residential clients, coordination with trade partners, hands-on solutions when needed, and collaboration with both external and internal project stakeholders to address and resolve warranty claims efficiently. ## RESPONSIBILITIES: Program Development & Training: - Train team members on best practices for warranty service and customer interaction. - Develop and implement policies and procedures - Develop SOPs, performance metrics, and standards that will serve as the basis for ICON’s Customer Care Program (formerly known as Warranty Operations) Warranty Claims Management: - Oversee the processing and resolution of all warranty claims from homeowners. - Assess claims to determine validity and scope of warranty coverage. - Coordinate with technical experts to diagnose issues and plan appropriate responses. Trade Partner Coordination: - Manage relationships with subcontractors and service providers to ensure timely and quality repairs. - Schedule and oversee subcontractor activities related to warranty service, ensuring compliance with ICON Warranty Program and Construction Standards. Hands-On Solutions: - Willing to conduct repairs and maintenance work personally when necessary, demonstrating expertise in various construction disciplines. - Utilize a broad skill set in construction practices to effectively address and resolve warranty issues directly. Customer Service: - Serve as the primary point of contact for homeowners reporting warranty claims. - Communicate effectively with homeowners regarding the status of their warranty claims, expected timelines, and outcomes. - Follow up within a designated window to provide updates or expectations. - Ensure a high level of homeowner satisfaction through prompt and effective service resolution. Quality Assurance (QA): - Regularly inspect repair work to uphold quality standards, including those performed personally or by our trade partners. - Conduct Quality Assurance inspections on projects prior to completion to ensure an optimally seamless closing process. - Collaborate with the construction team to identify and rectify any recurring issues during the warranty period. - Provide feedback to construction teams to help inform future projects. - Anticipate, schedule and execute 1-year walk through’s  with homeowners in advance of their 1 year warranty expiration to proactively diagnose issues prior to warranty expiration. Reporting and Documentation: - Maintain accurate records of all warranty claims and resolutions. - Run frequent analysis of warranty claims and diagnose trends on an ongoing basis - Prepare and submit regular reports on warranty service performance and trends. - Ensure all warranty service activities are documented in compliance with legal and regulatory requirements. ## MINIMUM QUALIFICATIONS: - 5+ years of construction industry experience as a  a construction superintendent, warranty manager, or in a similar role. - Strong understanding of construction processes, materials, and customer service principles. - Excellent communication and interpersonal skills. - Problem-solving skills and the ability to make decisions under pressure. - High degree of professionalism and a commitment to customer satisfaction. - Familiarity with construction management software and CRM systems. - Efficient time management and ability to manage multiple projects and/or claims at any given time. ## PREFERRED SKILLS AND EXPERIENCE: - Ability and knowledge to conduct repairs and maintenance work personally when necessary, demonstrating expertise in various construction disciplines. - Hands-on skills in construction and repairs. ICON is an equal opportunity employer committed to fostering an innovative, inclusive, diverse and discrimination-free work environment. Employment with ICON is based on merit, competence, and qualifications. It is our policy to administer all personnel actions, including recruiting, hiring, training, and promoting employees, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability, marital status, veteran status, or any other legally protected classification in accordance with applicable federal and state laws. Consistent with the obligations of these laws, ICON will make reasonable accommodations for qualified individuals with disabilities. Furthermore, as a federal government contractor, the Company maintains an affirmative action program which furthers its commitment and complies with recordkeeping and reporting requirements under certain federal civil rights laws and regulations, including Executive Order 11246, Section 503 of the Rehabilitation Act of 1973 (as amended) and the Vietnam Era Veterans' Readjustment Assistance Act of 1974 (as amended). Headhunters and recruitment agencies may not submit candidates through this application. ICON does not accept unsolicited headhunter and agency submissions for candidates and will not pay fees to any third-party agency without a prior agreement with ICON. As part of our compliance with these obligations, the Company invites you to voluntarily self-identify as set forth below. Provision of such information is entirely voluntary and a decision to provide or not provide such information will not have any effect on your employment or subject you to any adverse treatment. Any and all information provided will be considered confidential, will be kept separate from your application and/or personnel file, and will only be used in accordance with applicable laws, orders and regulations, including those that require the information to be summarized and reported to the federal government for civil rights enforcement purposes. [Internet Applicant Employment Notices](https://drive.google.com/drive/folders/1KtxCrS8fV9XRApKaXFjKJ5twhzR_MkGE) ## About ICON ## Company Overview - **One-liner**: ICON develops advanced 3D printing robotics, software, and materials to transform construction, tackling the global housing crisis and preparing to build on other worlds. - **Entity Type**: Private (Venture-backed; last known round: Series B in February 2022) - **Headquarters**: Austin, Texas, United States - **Founded**: 2017 - **Founders**: Evan Loomis (Co-Founder) and others; the founding team is not fully detailed in public sources. ## Core Business - **Primary industry/industries**: Construction Technology (PropTech), Robotics, Advanced Materials, Aerospace (Off-Planet R&D) - **Target customers**: B2B (homebuilders, developers, military/defense), B2G (government/MILCON projects), and B2C (homebuyers via partner builders) - **Mission or purpose statement**: To advance humanity by using 3D printing robotics, software, and advanced materials to lower the cost and increase the speed and quality of construction, tackling the global housing crisis and preparing to build on other worlds. ## Products & Services - **Vulcan Construction System**: A large-scale 3D printing robotic system that prints single-story and multi-story concrete homes and structures. Type: Hardware + Software. - **Phoenix Multi-Story Printer**: A newer, radical robotic printer unveiled to enable multi-story construction. Type: Hardware + Software. - **Proprietary Advanced Materials (e.g., Lavacrete)**: A low-carbon, high-strength concrete mix designed specifically for 3D printing. Type: Material. - **Digital Catalog for Residential Architecture**: A catalog of pre-designed, printable home models. Type: Software/Service. - **AI Architect for Home Design**: An AI-powered tool for home design and construction planning. Type: Software. - **Off-Planet R&D**: Research and development of construction systems for use on the Moon and Mars, including work under NASA contracts. Type: R&D Service. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (Private company). - **Key Metric**: $564.7M in total funding across 8 rounds. Annual revenue estimated at $18.0M (source: LinkedIn). - **Notable Investors/Partners**: Tiger Global Management (led Series B), Moderne Ventures (led Series A), Oakhouse Partners (led Seed). Partners include NASA, the U.S. Department of Defense, and various homebuilding firms. - **Growth Signals**: Headcount of 228 employees (+10.8% YoY); 42 active job postings (+223.1% YoY); expansion into military construction (MILCON); ongoing development of the Phoenix multi-story printer and Off-Planet systems. ## Competitive Advantages - **Pioneer & First-Mover**: One of the first companies to successfully deploy large-scale 3D printing for livable homes, creating a strong brand and operational track record. - **Vertically Integrated Technology Stack**: Proprietary robotics, software, and materials are all developed in-house, creating a defensible moat and optimized system performance. - **High-Profile Government & Space Contracts**: Partnerships with NASA and the U.S. Department of Defense provide credibility, non-dilutive funding, and a unique market position. - **Mission-Driven Brand**: The dual mission of solving the housing crisis and building on other worlds attracts top talent and media attention. ## Strategic Focus - **Scaling Military & Government Projects (MILCON)**: A major focus is on winning and delivering large-scale construction projects for the U.S. military. - **Multi-Story Construction**: The Phoenix printer represents a key strategic pivot to enable taller, denser buildings, opening up new market segments. - **Commercialization & Replicability**: Moving from R&D and pilot projects to a repeatable, scalable business model that can be deployed globally. - **Off-Planet Systems**: Continued R&D for lunar and Martian construction, maintaining a long-term vision that differentiates the company. ## Why Work Here - **Mission & Impact**: The opportunity to work on cutting-edge technology that directly addresses the global housing crisis and has a tangible, physical impact. The "Earth and beyond" mission is a powerful motivator. - **Hands-On, Cross-Disciplinary Learning**: Employees gain deep, practical experience across robotics, materials science, software, and field operations. Learning is accelerated. - **Comprehensive Benefits**: Includes medical/dental/vision, mental health coverage, "Use What You Need" PTO, generous parental leave, 401K with Roth IRA, and employee stock options. - **Culture**: Described as fast-paced, intense, and driven by a sense of urgency and ownership. Attracts builders, engineers, and operators who want to reinvent an industry. - **Work Policy**: Roles are primarily based in Austin, TX (HQ), with some field positions in Miami, FL. The environment is largely on-site, especially for engineering, operations, and print roles. - **Considerations**: The culture is also noted for high volatility, including a 25% workforce reduction in January 2025. Workload can be intense with long hours, and leadership is described as uneven by some sources. Candidates seeking stability and process maturity may find the environment challenging. [builtin.com](https://builtin.com/company/icon-build/faq/workplace-perception) ## Sources 1. [iconbuild.com](https://www.iconbuild.com/) 2. [iconbuild.com/careers](https://www.iconbuild.com/careers) 3. [job-boards.greenhouse.io/iconcareers](http://job-boards.greenhouse.io/iconcareers) 4. [linkedin.com/company/icon3dtech](https://www.linkedin.com/company/icon3dtech) 5. [builtin.com](https://builtin.com/company/icon-build/faq/workplace-perception) ## Other roles at ICON - [Business Development Director, Dallas](https://feeny.ai/job/business-development-director-dallas-icon-austin-texas-1dh7gaphcfhk) — Austin Texas, United States - [Business Development Director, Houston](https://feeny.ai/job/business-development-director-houston-icon-austin-texas-hbxb44kqshnf) — Austin Texas, United States - [Director, Total Rewards](https://feeny.ai/job/director-total-rewards-icon-austin-texas-8bxt07kt860z) — Austin Texas, United States - [Payroll Specialist II (Contract)](https://feeny.ai/job/payroll-specialist-ii-contract-icon-austin-texas-8r20jbk86sj5) — Austin Texas, United States - [Director, Customer Training](https://feeny.ai/job/director-customer-training-icon-austin-texas-j1j7jqyctbfq) — Austin Texas, United States - [Manager, Material Production](https://feeny.ai/job/manager-material-production-icon-austin-texas-yzv8j74ybqd2) — Austin Texas, United States - [Electro-Mechanical Systems Technician, Off-Planet Systems](https://feeny.ai/job/electro-mechanical-systems-technician-off-planet-systems-icon-austin-texas-a53ehjmm3ya5) — Austin Texas, United States - [Senior Customer Success Manager](https://feeny.ai/job/senior-customer-success-manager-icon-austin-texas-b5rwy2mw96gh) — Austin Texas, United States - [Logistics Analyst II, Mobility](https://feeny.ai/job/logistics-analyst-ii-mobility-icon-austin-texas-4jeq6vwq4dx1) — Austin Texas, United States - [Director, Recruitment Delivery](https://feeny.ai/job/director-recruitment-delivery-icon-austin-texas-wsb9wfww019v) — Austin Texas, United States