Senior Manager, Customer Care

Bosa Properties; Vancouver; On-site; CAD 121,000 - 168,000; Full time

Job summary

A leading company in real estate seeks a Senior Manager, Customer Care to enhance customer satisfaction initiatives. This role involves managing warranty programs, guiding a team, and collaborating with various departments to improve home quality. The ideal candidate will have extensive experience in real estate and strong leadership skills, contributing to a community-focused environment.

Qualifications

• 5-10 years in Real Estate, Construction, or Customer Care.
• Strong knowledge of residential construction and relevant Acts.
• Ability to build strong cross-functional relationships.

Responsibilities

• Guide the Customer Care team in delivering superior service.
• Oversee building turnover meetings and ensure internal team alignment.
• Manage organizational complexity and prioritize effectively.

Skills

Customer-centric

Problem-solving

Effective communication

Organizational skills

Education

5-10 years in Real Estate, Construction, or Customer Care

5 years leading an inclusive team

Job description

Join to apply for the Senior Manager, Customer Care role at Bosa Properties

About The Company

Bosa Properties Inc. ("BPI") is an end-to-end real estate company offering human-centered solutions for property development and management. Based in Vancouver, Canada, our team of in-house experts works across residential, commercial, and master-planned projects, with a growing residential portfolio of over 22,000 homes and an income portfolio including 5.5 million square feet of retail, industrial, office, and rental properties under management.

About The Role

As the Senior Manager, Customer Care, you will lead Bosa Properties' customer satisfaction initiatives by managing customer care and warranty programs. Collaborating with cross-functional teams, you will provide strategic input to improve home quality and functionality.

Responsibilities

1. Guide the Customer Care team in delivering superior service, evaluating performance, providing feedback, and resolving warranty issues.
2. Use data from Bosa Properties' Customer Care Portal to inform resource allocation and performance management.
3. Foster an inclusive, supportive work environment focused on continuous learning and development.
4. Oversee building turnover meetings, ensuring internal team alignment and serving as the primary contact between quality control and customer care.
5. Work with Sales to ensure smooth homeowner transitions.
6. Coordinate with Property Management to ensure compliance with warranty and Act requirements.
7. Build connections across Construction, Development, and Sales teams to resolve issues and improve projects.
8. Manage organizational complexity and prioritize effectively in high-pressure environments.
9. Develop processes to monitor and resolve deficiencies and warranty issues.
10. Provide data to design teams for project improvements.
11. Review project requirements and advise on specifications or design concerns.

Qualifications

• 5-10 years in Real Estate, Construction, or Customer Care.
• At least 5 years leading an inclusive team focused on growth and development.
• Strong knowledge of residential construction, maintenance, and relevant Acts.
• Customer-centric, with root cause problem-solving skills.
• Effective communication and data-driven decision-making abilities.
• Receptive to feedback and committed to continuous improvement.
• Ability to build strong cross-functional relationships.
• Exceptional organizational skills for managing multiple priorities.

Salary Range

$121,788—$167,484 CAD, determined by experience and internal factors.

Who You Are

• Trustworthy, demonstrating credibility, empathy, and sincerity.
• Humble, taking responsibility and embracing learning.
• Community-focused, believing in collaborative excellence.

How To Apply

Interested candidates are encouraged to apply. While only shortlisted applicants will be contacted, your information will be kept on file for future opportunities. We are committed to diversity and providing accommodations during the process.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Technology, Information and Internet