Senior Customer Care Manager

Job description

Build a Career That Builds Your Future — with PulteGroup! Welcome to PulteGroup 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, PulteGroup 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 PulteGroup name. Apply now and discover a career where your contributions are valued, your growth is supported, and your work makes a lasting impact Primary Job Responsibilities Manage escalated and large warranty issues for closed homes, including insurance/litigation Conduct in-person homeowner assessments on an as needed basis. Determine if corrective work order is needed. Lead root-cause analysis. Schedule, organize and execute service work through vendors collaboratively with Customer Care Coordinator. Manage trades to completion of service requests to customers’ satisfaction. Perform minor service-related tasks (e.g., adjustments, repairs), as requested. Establish and maintain positive customer relationships. Responsible for the build quality confirmation of the home before delivery to the customer. Operate as a customer advocate for the communities managed, ensuring all departments maintain positive customer relationships. Determine trade accountability for back charges and P.O.’s. Authorize payment for work performed up to approval limits. Partner with other Customer Care Managers to address escalated homeowner concerns. Manage, contain, and continuously improve warranty spend. Participate in Lean initiatives to improve overall efficiencies of the Division. Communicate and facilitate training to Construction Managers on product or process issues to eliminate long-term risk. Assist Process Improvement Manager in identifying top warranty spend opportunities. Assist in developing plan/process to reduce costs. Coach and develop team members to higher performance. This is a professional customer facing role. Team members will follow division specific dress code requirements. Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses. Perform other duties as assigned. Career Level (M3) Organizational Impact: Manages a team with focus on policy and strategy implementation. Establishes operational plans with measurable contribution towards the achievement of results of the area. Focus is on short-term operational plans (e.g., 1 year or less). Provides measurable input to new products, processes or standards in operational plans in order to implement organizational strategies. Typically does not have budget accountability, but may manage certain processes or projects within a defined budget set by management. Leadership & Talent Management: Typically responsible for providing guidance, coaching and training to other employees within job area. Typically responsible for managing major/complex projects at this level, involving delegation of work and review of work products. Knowledge & Experience: Requires deep knowledge of area typically obtained through higher education combined with experience. Typically viewed as a subject matter expert within discipline. May have broad knowledge of project or program management. Typically requires a University degree or equivalent experience and minimum 6-8 years of prior relevant experience. Required Skills/Knowledge Minimum of 2 years at Customer Care Manager II or equivalent Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types Committed to delivering high-quality service and diligent follow-up Excellent communication and listening skills Analytical ability necessary to perform root cause analysis Ability to manage warranty/customer service processes Basic computer skills Skilled in conflict resolution to address customer concerns effectively Knowledge of cost management principles and practices Required Licensing, Registration and/or Certifications Valid driver’s license as driving is an essential function of this position Physical Requirements The position may involve sitting, standing, driving, and/or movement, the ability to exert a 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 the building. Ability to work in various weather conditions – heat, rain, cold, etc. Additional Information This is a professional, customer facing role. Team members follow division specific dress code requirements. PulteGroup, Inc. and its affiliates do not accept unsolicited resumes from individual recruiters or third party recruiting agencies (collectively, “Recruiters”) in response to job postings. If Recruiters nevertheless submit one or more unsolicited resumes to any employee at PulteGroup, Inc. or its affiliates without a valid written agreement in place for this position, it will be deemed the sole property of PulteGroup, Inc. and its affiliates. No fee will be owing or paid to Recruiters who submit unsolicited candidates, in the event the candidate is hired by PulteGroup, Inc. or its affiliates as a result of the referral, without a written agreement between PulteGroup, Inc. and through any means other than via our Applicant Tracking System. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job. 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