Division Manager of Customer Care

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.

• 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.

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

• 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.

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

• 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

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.