Virtual Customer Care Manager II

Build a Career That Builds Your Future — with Pulte Group!

Welcome to Pulte Group where we believe in building more than just homes—we believe in building inspired employees, meaningful careers, and a legacy of excellence. If you're looking for work that moves you, a team that values your ideas, and a company that brings you pride, you’ve come to the right place.

As one of the nation’s largest and most respected homebuilders, Pulte Group offers opportunities to grow within a Fortune 500 company that’s consistently recognized as a Fortune 100 Best Company to Work For and a certified Great Place to Work. We’re driven by the bold purpose of Building Incredible Places for People to Live Their Dreams.

For over 70 years, we’ve been building more than homes—we’ve been building trust, innovation, and a culture where every team member is empowered to thrive. Join a company that champions inclusion, celebrates diversity, and supports your personal and professional journey.

Headquartered in vibrant Atlanta, Georgia, and operating in over 45 markets nationwide, we’re proud to build homes through our trusted family of brands—including Innovative Construction Group, Centex, Pulte Homes, Del Webb, DiVosta Homes, American West, and John Wieland Homes and Neighborhoods, Pulte Mortgage, PGP Title, Pulte Insurance Agency —all united under the Pulte Group name.

Apply now and discover a career where your contributions are valued, your growth is supported, and your work makes a lasting impact

This position
** requires onsite attendance 5 days per week in Westborough, Massachusetts.
** The primary responsibility of the Virtual Customer Care Manager II is to triage warranty service requests virtually with homeowners and manage the resolution of their concerns until completion. Using the Tech See platform, the Virtual Customer Care Manager II will conduct an initial analysis of the customer’s claim to determine warranty coverage and the appropriate recourse. This is not a remote position.

This role is to be conducted from a division specified location, i.e. a division office or sales office.
** Primary

Job Responsibilities
*** Coordinate virtual response to customer warranty calls through Tech See platform and MS Dynamics 365.
* Conduct analysis of issue via the virtual appointment to triage and determine appropriate next steps.
* Create service requests, line items, and work orders in MS Dynamics 365 as necessary based on the results of the virtual inspection.
* Manage the Service Request to resolution, confirming that the scheduled repairs are complete, and closing out the SR in MS Dynamics 365.
* Effectively manage large amounts of incoming calls, emails, and virtual appointments, while building sustainable relationships of trust through open and interactive communication.
* Address complaints, provide appropriate solutions and/or alternatives within the warranty guidelines, set proper expectations for the repair process, and follow-up to ensure resolution.
* Determine and document root cause of common service items, reporting on any opportunities for improvement.
* Perform related administrative duties, confirmations, and in-home inspections, as needed.
* Perform other duties as assigned.  
** Career Level (P2)*
* ** Organizational Impact:
*** Works to achieve day-to-day objectives with moderate impact on the area.
* Works independently on larger, moderately complex projects/assignments.
* Sets objectives for own area to meet the objectives or goals of projects and assignments.
* May assist other professionals with tasks and assignments.  
** Leadership & Talent Management:
*** May provide guidance and assistance to entry level professionals and/or support employees.  
** Knowledge &

Experience:

*** Requires practical knowledge…