Division Manager of Customer Care

The Division Manager of Customer Care is responsible for the operation and results of the customer experience within the division. Administers quality control/process improvement programs and processes.

This position requires onsite attendance 5 days per week in the Medina, Ohio area.

Primary Responsibilities:

• Oversees the management of escalated and large warranty issues for closed homes, including insurance/litigation.
• Develops training, mentoring, evaluation and incentive programs for Customer Care team.
• Manages the Customer Care team, coordinating and scheduling the efforts of trade contractor companies to address warranty repairs.
• Reviews architectural plans and actual construction methodologies for identified construction defects.
• Creates and implements quality control programs.
• Lead and develop initiatives to retain and develop talent.
• Responsible for recruiting, interviewing and selecting new hires.
• Maintain consistent communication with other departments to provide feedback and updates for the Customer Care team.
• Customer advocate for the division; responsible for ensuring other departments are providing the customer experience expected.
• Coach and develop team managers.
• Managed Budget/overhead & makes improvements as needed.
• Responsible for division customer care metrics.

Management Responsibilities (If Applicable) Level: Mentor / Coach / Feedback

• Delegates work according to work requirements
• Supervises Customer Care Department
• Full business partner authority

Scope (Decision Making, Size of Organization, Budgetary, etc.)

• Decision Impact: Division
• Department Responsibility: Single
• Budgetary Responsibility: Yes
• Direct Reports: Yes
• Indirect Reports: Yes
• Physical Requirements: Position involves sitting, standing and/or movement, the ability to exert minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull and otherwise move objects. Must be able to climb ladders, scaffolding and other means to reach and observe all areas of building
• Ability to work in various weather conditions - heat, rain, cold, etc.

Required Education

• Minimum High School Diploma or equivalent
• Bachelor's Degree Preferred
• Valid Driver's License because driving is an essential function of this position.

Required Experience

• Experience leading and developing various levels of leaders
• Minimum of 2-4 years of management experience
• Strong written/oral communication and interpersonal skills
• Strong customer orientation and ability to adapt/respond to different personality types
• Strong emphasis on quality of service and follow-up
• Problem-solving, analytical and decision-making skills
• Excellent communication and listening skills
• Basic computer skills
• Strong time management skills- the ability to operate at a high level on multiple projects in a fluid, changing environment

PulteGroup, Inc. and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, "Recruiters") in response to job postings. If Recruiters nevertheless submit one or more unsolicited resumes to any employee at PulteGroup, Inc. or its affiliates without a valid written agreement in place for this position, it will be deemed the sole property of PulteGroup, Inc. and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidates, in the event the candidate is hired by PulteGroup, Inc. or its affiliates as a result of the referral, without a written agreement between PulteGroup, Inc. and through any means other than via our Applicant Tracking System.