National Online Sales Concierge Manager

D.R. Horton•Arlington, TX

10h

About The Position

D.R. Horton, Inc., the largest homebuilder in the U.S., was founded in 1978 and is a publicly traded company on the New York Stock Exchange. It is engaged in the construction and sale of high-quality homes designed principally for the entry-level and first time move-up markets. The Company also provides mortgage financing and title services for homebuyers through its mortgage and title subsidiaries. Please visit our website at www.drhorton.com for more information. D.R. Horton, Inc. is currently looking for an National Online Sale Concierge Manager. The right candidate is responsible for building and leading the centralized national Online Sales Concierge (OSC) function to deliver consistent, high-quality digital customer service experiences across all markets. This role drives hiring, training, onboarding, and performance excellence for the national OSC team while maintaining strong alignment with field operations.

Requirements

Bachelor’s degree in Marketing, Business, Communications, or a related field, or equivalent professional experience
5+ years of experience in customer experience, online sales, contact center, digital engagement, or related functions
2+ years of experience leading or managing teams, programs, or centralized operations
Experience leading national or multi-market customer engagement or concierge teams
Champions a customer-first mindset and consistently drives service quality, responsiveness, and satisfaction
Translates strategy into scalable operations, balancing national consistency with market-specific needs
Ability to apply common sense understanding to carry out instructions furnished in written oral form or via DRH applications
Ability to sit for majority of 8-hour workday; use hands and fingers to handle or feel; reach with hands and arms; talk and hear. Specific vision abilities required by this job include close vision and peripheral vision
The noise level is generally moderate

Nice To Haves

Background in digital marketing, lead management, CRM, or marketing technology platforms
Experience supporting growth, market expansion, or high-volume campaign environments

Responsibilities

Build, lead, and manage a centralized national Online Sales Concierge team
Establish the Online Sales Concierge function by defining service standards, operating models, workflows, and best practices
Partner with Corporate Marketing Strategy and Marketing Technology teams to align digital campaigns, lead routing, customer engagement tools, and performance metrics
Collaborate with regional and division leadership to support market-specific needs, expansion efforts, and demand fluctuations while maintaining national consistency
Oversee OSC hiring, training, onboarding, and ongoing development to ensure readiness, scalability, and service excellence
Manage national campaigns by forecasting demand, adjusting staffing models, and coordinating surge support to maintain service levels and response times
Monitor customer experience, conversion performance, and operational KPIs, using insights to drive continuous improvement and optimization
Develop and maintain clear communication frameworks, playbooks, and reporting to ensure transparency, alignment, and best practice sharing across the organization
Support change management initiatives related to new tools, processes, or customer engagement strategies impacting online sales and concierge operations
Contribute to long-term strategy and planning for digital customer engagement, online sales support, and scalable service delivery models
Conduct all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company
Ability to travel overnight
May have supervisory responsibilities