Overview In this role you will lead the Customer Care division to deliver a high-quality customer experience across the homebuilding process. You will drive training, quality control, and process improvements while coordinating with trade partners and other departments. You'll recruit and mentor the team, manage budgets, and ensure divisional metrics meet goals. This position offers hands-on leadership in a Fortune 500 environment with a focus on development and client satisfaction. You will shape the customer journey and uphold PulteGroup's commitment to service excellence.
Responsibilities- Oversee escalated and large warranty issues, including insurance/litigation
- Develop training, mentoring, evaluation and incentive programs for the Customer Care team
- Coordinate and schedule trade contractor activities to address warranty repairs
- Review architectural plans and construction methods for defects
- Create and implement quality control programs
- Lead initiatives to retain and develop talent
- Recruit, interview and select new hires
- Communicate with other departments to align on customer experience expectations
- Advise and coach team managers
- Manage division budget and overhead and implement improvements as needed
- Own division customer care metrics
Key requirements- Minimum 2-4 years of management experience
- Experience leading and developing multiple levels of leaders
- Strong written and oral communication and interpersonal skills
- Strong customer orientation and adaptability to different personalities
- Quality of service and follow-up emphasis
- Problem-solving, analytical, and decision-making abilities
- Excellent communication and listening skills
- Basic computer skills
- Valid driver's license
- High School Diploma or equivalent (Bachelor's degree preferred)
- strong communication
- leadership
- empathy and interpersonal skills
- basic computer skills
- ability to analyze and monitor quality metrics
- budgeting awareness
