Director of Customer Experience
Core
Driving customer satisfaction by leading customer care initiatives, ensuring quality assurance, and enhancing homeowner experiences for a national homebuilder.
Role type
Senior leadership customer experience director
Builds
Customer care and quality assurance processes, homeowner experiences, and cross-functional alignment with construction and sales teams
Domain
Residential construction / Homebuilding
Required skills
Strategic leadership, team building and mentorship, process improvement, quality management, data analysis (NPS), stakeholder influence, construction process knowledge
Preferred skills
JD Edwards, AutoCAD, BuildPro/SupplyPro, Salesforce, customer experience management software
Technologies
JD Edwards, AutoCAD, BuildPro, SupplyPro, Salesforce
Responsibilities
Lead and develop the Customer Care and Quality Assurance team; Develop and implement customer-centric strategies; Analyze customer metrics (e.g., NPS) for continuous improvement; Advocate for customer feedback to shape business strategies; Enforce quality standards for trade partners; Streamline customer care workflows; Collaborate with Sales, Construction, and leadership to align CX with business goals.
Seniority
Director, strategic leadership with hands-on oversight