Director of Customer Experience & Quality Assurance

Lennar; Orlando (FL); Presencial; USD 120 000 - 160 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

401(k) Company Match

Paid parental leave

Education assistance

Adoption assistance

Vacation & holidays

Resumo da oferta

Lennar is seeking a Director of Customer Experience to drive homeowner satisfaction by leading customer care initiatives, QA, and process improvements across cross-functional teams. The role focuses on advocating for customers, tracking metrics, and embedding a customer-centric mindset in operations.

The ideal candidate has 10+ years in CX/QA in residential construction, with 5+ years in senior leadership. In-person work at company sites is required; the position offers strong leadership growth

Qualificações

• 10+ years in customer experience, quality management, or residential construction.
• 5+ years in a leadership or senior managerial role overseeing QA processes and teams.
• Strong leadership, problem-solving, and communication skills.
• Experience with construction processes, building codes, and process improvement.

Responsabilidades

• Lead Customer Care and Quality Assurance team with a customer-first culture.
• Develop strategies to embed a customer-centric mindset throughout the organization.
• Utilize customer metrics for continuous improvement by tracking NPS and more.
• Advocate for the voice of the customer to inform operations and strategies.
• Oversee quality standards for trade partners and projects.
• Collaborate with Sales, Construction, and other teams to improve processes.
• Build and develop a high-performing CX team with mentorship.
• Align CX initiatives with broader business objectives and success.

Conhecimentos

Leadership

Problem solving

Analytical thinking

Effective communication

Decision making

Cross-functional collaboration

Formação académica

Bachelor's degree in business, Construction, or related field

Ferramentas

JD Edwards

AutoCAD

BuildPro/SupplyPro

Salesforce

Descrição da oferta de emprego

Lennar is seeking a Director of Customer Experience to drive homeowner satisfaction by leading customer care initiatives, QA, and process improvements across cross-functional teams. The role focuses on advocating for customers, tracking metrics, and embedding a customer-centric mindset in operations.

The ideal candidate has 10+ years in CX/QA in residential construction, with 5+ years in senior leadership. In-person work at company sites is required; the position offers strong leadership growth