What are the responsibilities and job description for the Division Manager Customer Care position at PulteGroup?
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 (IF APPLICABLE)
LEVEL: MENTOR / COACH / FEEDBACK
- Delegates work according to work requirements
- Supervises Customer Care Department
- Full business partner authority
SCOPE
(decision making, size of organization, budgetary, etc.)
- 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
(degrees, licenses, certifications, etc.)
- 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
(work related, tools/equipment, software, etc.)
- 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
