Division Manager of Customer Care

PulteGroup; Cleveland (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading homebuilding company is seeking a Division Manager of Customer Care in Cleveland, OH. The role involves managing customer care operations, overseeing warranty issues, and leading a team. Candidates should have a minimum of 2-4 years of management experience and strong communication skills. Join a company committed to building excellence and supporting employee growth.

Qualifications

• Minimum of 2-4 years of management experience.
• Strong written/oral communication and interpersonal skills.
• Ability to adapt/respond to different personality types.

Responsibilities

• Oversees management of escalated warranty issues.
• Develops training and mentoring programs for the team.
• Manages Customer Care team and coordinates warranty repairs.

Skills

Leadership

Customer orientation

Problem-solving

Excellent communication

Time management

Education

High School Diploma

Bachelor's Degree

Tools

Basic computer skills

Job description

Join to apply for the Division Manager of Customer Care role at PulteGroup.

Build a Career That Builds Your Future — with PulteGroup! Welcome to PulteGroup where we believe in building more than just homes—we believe in building inspired employees, meaningful careers, and a legacy of excellence. If you're looking for work that moves you, a team that values your ideas, and a company that brings you pride, you’ve come to the right place.

As one of the nation’s largest and most respected homebuilders, PulteGroup offers opportunities to grow within a Fortune 500 company that’s consistently recognized as a Fortune 100 Best Company to Work For and a certified Great Place to Work. We’re driven by the bold purpose of Building Incredible Places for People to Live Their Dreams. For over 70 years, we’ve been building more than homes—we’ve been building trust, innovation, and a culture where every team member is empowered to thrive. Join a company that champions inclusion, celebrates diversity, and supports your personal and professional journey.

Headquartered in vibrant Atlanta, Georgia, and operating in over 45 markets nationwide, we’re proud to build homes through our trusted family of brands—including Innovative Construction Group, Centex, Pulte Homes, Del Webb, DiVosta Homes, American West, and John Wieland Homes and Neighborhoods, Pulte Mortgage, PGP Title, Pulte Insurance Agency—all united under the PulteGroup name.

Apply now and discover a career where your contributions are valued, your growth is supported, and your work makes a lasting impact.

Job Summary

The Division Manager of Customer Care is responsible for the operation and results of the customer experience within the division. This position requires onsite attendance 5 days per week in the Medina, Ohio area.

Primary Responsibilities

• Oversees the management of escalated and large warranty issues for closed homes, including insurance/litigation.
• Develops training, mentoring, evaluation and incentive programs for Customer Care team.
• Manages the Customer Care team, coordinating and scheduling the efforts of trade contractor companies to address warranty repairs.
• Reviews architectural plans and actual construction methodologies for identified construction defects.
• Creates and implements quality control programs.
• Lead and develop initiatives to retain and develop talent.
• Responsible for recruiting, interviewing and selecting new hires.
• Maintain consistent communication with other departments to provide feedback and updates for the Customer Care team.
• Customer advocate for the division; responsible for ensuring other departments are providing the customer experience expected.
• Coach and develop team managers.
• Managed Budget/overhead & makes improvements as needed.
• Responsible for division customer care metrics.

Management Responsibilities (if Applicable)

• Delegates work according to work requirements
• Supervises Customer Care Department
• Full business partner authority

SCOPE

• Decision Impact: Division
• Department Responsibility: Single
• Budgetary Responsibility: Yes
• Direct Reports: Yes
• Indirect Reports: Yes
• Physical Requirements: Position involves sitting, standing and/or movement, the ability to exert minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull and otherwise move objects. Must be able to climb ladders, scaffolding and other means to reach and observe all areas of building
• Ability to work in various weather conditions - heat, rain, cold, etc.

Required Education

• Minimum High School Diploma or equivalent
• Bachelor’s Degree Preferred
• Valid Driver’s License because driving is an essential function of this position.

Required Experience

• Experience leading and developing various levels of leaders
• Minimum of 2-4 years of management experience
• Strong written/oral communication and interpersonal skills
• Strong customer orientation and ability to adapt/respond to different personality types
• Strong emphasis on quality of service and follow-up
• Problem‑solving, analytical and decision‑making skills
• Excellent communication and listening skills
• Basic computer skills
• Strong time management skills- the ability to operate at a high level on multiple projects in a fluid, changing environment

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.

This Organization Participates in e‑Verify.

Pulte Homes of Minnesota is an equal employment opportunity/affirmative action employer.

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