Division Customer Care Manager

Company: PulteGroup, Inc.
Location: Westborough
Posted on: May 23, 2023

Job Description:

We know that BUILDING HOMES & COMMUNITIES BEGINS WITH BUILDING THE BEST TEAM!

How would you like to be a part of team that has been providing the American Dream of homeownership to families for more than 60 years? PulteGroup is a FORTUNE 500 company and one of America's top residential builders. We put the consumer at the center of everything we do and we stand above the competition in our commitment to quality.

Our Vision is to Build Consumer Inspired Homes & Communities to Make Lives Better and we believe that success starts with having the right people.

At PulteGroup, we are committed to diversity and inclusion. We value the differences of each employee and understand that being consumer inspired means that we reflect the diversity of the consumers we serve.

A position with PulteGroup offers a rich, fulfilling and rewarding career across multiple geographies and brands. If you are interested in being a part of our team, let's talk about your career with PulteGroup!

JOB SUMMARY
Responsible for the operation and results of the customer experience within the division. Administers quality control/process improvement programs and processes.

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
  
  • Delegates work according to work requirements
  • Supervises Customer Care Department
  • Full business partner authority
    
    SCOPE
    
    • 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, including affiliates, does not accept unsolicited assistance from search firms. If any search firm nevertheless submits an unsolicited resume to any employee at PulteGroup, including affiliates, via-email, the Internet or in any form and/or method without a valid written Statement of Work (must be a current SOW signed by Director, Talent Acquisition) in place for this position from PulteGroup, including affiliates HR/Recruitment, it will be deemed the sole property of PulteGroup. No fee will be paid in the event the candidate is hired by PulteGroup, including affiliates, as a result of the referral or through other means.
          
          We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.
          
          This Organization Participates in e-Verify
          
          Pulte Homes of Minnesota is an equal employment opportunity/affirmative action employer.
          
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Keywords: PulteGroup, Inc., Worcester , Division Customer Care Manager, Executive , Westborough, Massachusetts