Job Description
Job Description
Director of Customer Care | Homebuilding
Post-Close Operations | Quality & Risk Management | Team & Trade Leadership
A production homebuilder is seeking a Director of Customer Care to lead Customer Care and the company’s Quality Program. Reporting to senior leadership, this role owns the post-close experience end-to-end—driving cycle times, trade accountability, and homeowner satisfaction (Eliant) while mitigating risk and elevating standards across the division.
Key Responsibilities
- Lead the Customer Care/Warranty department; set SOPs, KPIs, staffing plans, and performance standards.
- Own the warranty process from intake/triage through trade dispatch, scheduling, completion, and sign-off.
- Ensure homes are move-in ready; partner with Construction to target zero walk-through items and reduce repeat work.
- Monitor and improve Eliant scores (Move-In, Mid-Year, Year-End); deliver bi-weekly dashboards on ticket aging, emergencies, and misses.
- Manage escalations and complex claims (e.g., water intrusion, SB 800); coordinate with homeowners, trades, insurers, and counsel to mitigate risk.
- Maintain and continuously improve the company Quality Program; conduct audits, analyze trends, and implement preventive actions with vendors/trades.
- Oversee closed homes with outstanding items; drive timely completion and transparent communication.
- Manage vendor compliance (COIs) and emergency response protocols; uphold safety and documentation standards.
- Prepare and manage departmental budgets; approve POs; provide executive reporting on costs, trends, and outcomes.
- Maintain accurate homeowner/lot files and systems (BuildPro/Hyphen, Excel/SharePoint); ensure data integrity and audit readiness.
- Schedule homeowner walks and acceptance activities; ensure clean handoffs from Construction to Warranty.
- Coach, develop, and, as needed, hire/discipline team members in accordance with company policy.
Qualifications
- Bachelor’s degree required; 5+ years related experience, including 3+ years leading a team.
- Homebuilding warranty/customer care leadership experience required.
- Strong knowledge of residential construction, QA/QC, and SB 800 processes; adept at issue diagnosis and resolution.
- Proficient with Microsoft Office (Excel) and warranty/project platforms (BuildPro/Hyphen); strong reporting skills.
- Proven vendor/trade management, scheduling discipline, and COI/insurance compliance oversight.
- Excellent communication, customer diplomacy, and escalation management; organized, detail-driven, and deadline-focused.
- Valid driver’s license, auto insurance, and reliable vehicle; ability to visit jobsites and offices as needed.
If you’re a service-minded leader who elevates quality, shortens cycle times, and delivers standout homeowner experiences, we’d love to connect.
Company DescriptionSBR is an award-winning Northern California recruiting agency experienced in placing talent for, direct hire builder positions. What makes us unique is our ability to help our clients achieve their objectives for growth, operational efficiency, and competitive advantage through innovative, cost-effective Builder staffing and consulting solutions.
If you are looking for top Builder talent to join your team then let’s talk.
Company Description
SBR is an award-winning Northern California recruiting agency experienced in placing talent for, direct hire builder positions. What makes us unique is our ability to help our clients achieve their objectives for growth, operational efficiency, and competitive advantage through innovative, cost-effective Builder staffing and consulting solutions.\r\n\r\nIf you are looking for top Builder talent to join your team then let’s talk.