Director of Home Experience

About the position

The Director of Home Experience is responsible for owning and managing all direct interactions with homebuyers, ensuring a seamless and exceptional customer journey from presale to concierge. This role will lead a dedicated customer service team that serves as the primary point of contact for customers, providing proactive communication, timely updates, and resolution of issues across all phases: presale homes, new home orientations, warranty services, and concierge offerings. The Director will collaborate with internal construction experts, interior design, and warranty services, to ensure the customer-facing team delivers a 5-star service experience that aligns with company goals.

Responsibilities

• Collaborate with key stakeholders to design and lead the development of a comprehensive Customer Experience Program (CXP).
• Recruit, develop, and train top talent to empower them to deliver an exceptional customer experience to our homebuyers.
• Develop and implement standardized, scalable processes to ensure consistent and exceptional customer interactions.
• Partner with leadership and the data analytics team to identify, develop, and monitor key performance metrics.
• Lead and manage a high-performing customer service team to proactively handle all customer interactions throughout the homebuying journey.
• Serve as the primary link between customers and internal teams, ensuring timely, consistent, transparent communication.
• Develop, implement, and uphold service standards that ensure a consistent, customer-first experience.
• Own the process of managing customer expectations for homes sold during construction.
• Design and implement a clear communication process to keep presale buyers informed about construction progress.
• Lead CXP personnel in delivering an exceptional customer experience on New Home Orientation Day.
• Conduct final quality checks with customers, documenting and communicating any items needed remedy.
• Partner with the warranty team to deliver an exceptional warranty experience.
• Analyze recurring warranty trends and collaborate with construction teams to identify root causes.
• Create and implement a concierge program offering value-added services.
• Act as a trusted advisor for homeowners, helping them maintain their investment.
• Build long-term relationships with homeowners through proactive communication.

Requirements

• Bachelor's degree (B.A) in Business Administration, Hospitality Management, Customer Experience, or a related field.
• 8+ years of leadership experience in customer service, preferably within homebuilding, real estate, or a related industry.
• Proven track record of designing and implementing scalable customer experience programs.
• Experience with process design and standardization.
• Strong history of effectively managing and resolving complex customer issues.
• Excellent leadership skills with a demonstrated ability to build, manage, and mentor customer service teams.
• Excellent written and verbal communication skills.
• Exceptional interpersonal and communication skills.
• Proven experience in managing and leading a customer-facing team.
• Excellent organizational skills and ability to manage complex processes.
• Deep understanding of designing and implementing customer experience strategies.
• Proficient in using tools for managing customer interactions, data tracking, and process optimization.
• Skills in creating scalable programs and processes that align with company objectives.
• Strategic thinking with a passion for delivering 5-star customer experience.
• Knowledge of warranty processes and program, home construction process, light customization options, and home maintenance.

Benefits

• 100% covered employee premiums for medical and dental self-coverage
• 100% employer-paid life insurance
• 100% employer-paid long term disability insurance
• Paid medical and family leave
• Critical illness insurance
• 401(K) with generous company match, no vesting schedule, and access to professional financial advisors
• 20 days of PTO & 9 holidays
• New iPhone for your personal and business use
• Free onsite parking
• Company paid events
• Complimentary snacks & beverages