Pulte Group

Division Manager of Customer Care

Pulte Group • $75K — $95K *
Medina, OH 44256In-Person
Retail & Consumer Goods
Less than 5 years of experience
Reposted 1 week ago
Job Overview by Ladders

Qualifications

  • Minimum High School Diploma; Bachelor's Degree preferred.
  • 2-4 years of management experience.
  • Strong communication and interpersonal skills.
  • Customer-oriented with adaptability to various personality types.
  • Analytical and decision-making skills are essential.

Responsibilities

  • Oversee escalated warranty issues and manage related claims.
  • Develop training and evaluation programs for Customer Care staff.
  • Coordinate scheduling of trade contractors for warranty repairs.
  • Review architectural plans for construction defects identification.
  • Implement quality control initiatives for customer service.

Benefits

  • Opportunities for professional growth within a Fortune 500 company.
  • Recognition as a top workplace with a culture of trust and innovation.
  • Commitment to diversity and inclusion in the workplace.
  • Support for personal and professional development journeys.
Full Job Description
JOB SUMMARY
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.

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
  • 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

About Pulte Group

PulteGroup, Inc. is an American residential home construction company based in Atlanta, Georgia, United States. The company is the 3rd largest home construction company in the United States based on the number of homes closed. In total, the company has built over 775,000 homes. The company operates in 44 markets in 23 states. In 2021, it ranked 284th on the Fortune 500. The company was founded by Bill Pulte in Michigan, and moved its headquarters to Atlanta, Georgia in 2014. Since 2016, Ryan Marshall has been the President and CEO of the company.
Learn more about Pulte Group
Size
6,182 employees
Market Cap
$10.5 billion
Industry
Real Estate & Construction
Net Income
$1.4 billion
5 Year Trend
+12.7%
Revenue
$11 billion
NASDAQ
PHM
* Ladders Estimates

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