Director, Customer Care

Great Gulf Group•Toronto, ON

8d•CA$100,000 - CA$125,000•Onsite

About The Position

Great Gulf is seeking a Director, Customer Care in Toronto, Ontario to lead and elevate our approach to homeowner care across our residential portfolio, with a strong focus on low-rise communities (single detached, semi-detached, and townhomes). This role is responsible for delivering a best-in-class customer journey – from purchase through post-occupancy – ensuring our commitment to quality, design, and community is reflected at every stage of the homeowner experience. Operating within Great Gulf’s fully integrated development platform, including its proprietary Dynamic Builder system, this role offers a unique opportunity to drive alignment between construction delivery and customer care, enhancing quality, efficiency, and overall homeowner satisfaction.

Requirements

10+ years of experience in customer care or warranty management within the Ontario residential construction industry
Minimum 5 years in a leadership role managing customer care teams
Direct experience with low-rise residential product (single detached, semi-detached, townhomes) is essential
Strong knowledge of TARION Warranty Corporation processes, including PDIs, 30-Day, Year-End, and Second-Year forms, and conciliation management
Familiarity with HRCA requirements and Ontario regulatory environment
Working knowledge of the Ontario Building Code as it relates to deficiencies and warranty work
Proven experience managing teams of coordinators, technicians, and trade partners
Experience implementing and optimizing customer care systems and homeowner portals (Avid, NewStar, or similar)
Demonstrated ability to improve customer satisfaction metrics and manage escalations effectively
Strong communication, stakeholder management, and reporting skills
Ability to operate cross-functionally with Construction, Sales, and Legal teams
Highly organized with a data-driven and process-oriented mindset

Nice To Haves

Curiosity and hands-on experience with AI tools

Responsibilities

Lead, mentor, and develop the Customer Care team, fostering a culture of accountability, responsiveness, and service excellence
Establish clear performance expectations, KPIs, and service standards
Provide oversight of all customer care functions across projects, ensuring consistency and quality of service delivery
Build and optimize team structure, workflows, and resource allocation to support a growing low-rise portfolio
Oversee the end-to-end homeowner journey, from purchase through post-occupancy
Act as the primary customer liaison for escalated or complex homeowner matters
Manage escalations professionally, turning challenging warranty situations into positive customer outcomes
Drive improvements in customer satisfaction metrics (e.g., Avid Ratings or equivalent)
Oversee and ensure compliance with TARION warranty requirements, including PDIs, 30-Day, Year-End, and Second-Year forms, and conciliation processes
Ensure alignment with HRCA regulatory requirements and evolving industry standards
Provide oversight of deficiency management, including identification, tracking, scheduling, and resolution
Apply working knowledge of the Ontario Building Code as it relates to deficiencies and warranty obligations
Oversee the Customer Care module within Great Gulf’s Dynamic Builder platform, ensuring accurate tracking of deficiencies, service requests, and homeowner interactions
Partner with Construction teams operating within Dynamic Builder to align construction delivery, quality standards, and customer care outcomes
Leverage platform data to identify trends, monitor trade performance, and improve service delivery
Work closely with Construction, Sales, Development, and Legal teams to ensure a seamless transition from construction to occupancy
Collaborate with site supervisors and trade partners on deficiency resolution and scheduling
Partner with Sales teams on closing coordination and homeowner expectations
Engage Legal counsel on escalated claims, conciliations, and risk management as required
Build and refine processes for scheduling, deficiency tracking, trade coordination, and resolution timelines
Implement and optimize homeowner portal systems (e.g., Avid, NewStar, or similar platforms)
Standardize best practices across projects to ensure consistency and efficiency
Track and report on key metrics, including open deficiencies, response times, trade performance, customer satisfaction, and TARION conciliations
Provide regular updates to senior leadership on trends, risks, and opportunities
Use data-driven insights to inform decision-making and continuous improvement initiatives