Division Manager of Customer Care at PulteGroup

Medina, Ohio, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Homebuilding, ConstructionIndustries

Requirements

Minimum High School Diploma or equivalent (Bachelor’s Degree Preferred)
Valid Driver’s License (driving is an essential function)
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
Onsite attendance 5 days per week in the Medina, Ohio area
Physical ability to sit, stand, move; exert up to 50 pounds (occasionally 80 pounds) force to carry, lift, push, pull objects; climb ladders, scaffolding; work in various weather conditions

Responsibilities

Oversee the management of escalated and large warranty issues for closed homes, including insurance/litigation
Develop training, mentoring, evaluation, and incentive programs for Customer Care team
Manage the Customer Care team, coordinating and scheduling efforts of trade contractor companies for warranty repairs
Review architectural plans and actual construction methodologies for identified construction defects
Create and implement quality control programs
Lead and develop initiatives to retain and develop talent
Recruit, interview, and select new hires
Maintain consistent communication with other departments to provide feedback and updates for the Customer Care team
Act as customer advocate for the division, ensuring other departments provide the expected customer experience
Coach and develop team managers
Manage budget/overhead and make improvements as needed
Be responsible for division customer care metrics
Delegate work according to requirements; supervise Customer Care Department; full business partner authority (with decision impact on division, department responsibility, budgetary responsibility, direct/indirect reports)

Skills

Key technologies and capabilities for this role

Customer Experience ManagementQuality ControlProcess ImprovementWarranty ManagementInsurance ClaimsLitigation ManagementTrainingMentoringTeam Evaluation

Questions & Answers

Common questions about this position

Is this position remote or does it require onsite work?

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

What are the main responsibilities of the Division Manager of Customer Care?

The role involves overseeing escalated warranty issues, managing the Customer Care team, developing training and incentive programs, implementing quality control programs, and managing division customer care metrics and budget.

What management responsibilities does this role have?

The position supervises the Customer Care Department, delegates work, provides mentor/coach/feedback, handles recruiting, interviewing, selecting new hires, and coaches team managers.

What is the company culture like at PulteGroup?

PulteGroup champions inclusion, celebrates diversity, empowers team members to thrive, values ideas, supports personal and professional growth, and is recognized as a Fortune 100 Best Company to Work For.

What salary or compensation does this role offer?

This information is not specified in the job description.