Field Customer Experience Manager

Arbor Homes; Indianapolis (IN); On-site; USD 70,000 - 90,000; Full time

Job summary

Arbor Homes is seeking a Customer Care Area Manager to lead on-site customer care operations from the field, instilling a customer-first mindset across the team and turning warranty issues into opportunities to delight buyers.

You will coach CC managers, align with Purchasing, Architecture, Sales and Construction, and monitor budget while ensuring safety and quality. The role requires strong leadership, communication, and a customer-centric approach.

Qualifications

• 2 years residential construction experience.
• Experience in a residential construction customer service role is preferred.
• Strong interpersonal and communication skills for handling customer issues.

Responsibilities

• Oversee daily operations of the Customer Care managers from the field, ensuring adherence to processes and guidelines emphasizing customer communication.
• Coach the team at group and individual levels and set operating expectations.
• Understand and work toward NPS goals and connect with other departments as needed.
• Build relationships with Purchasing, Architecture, Sales and Construction to bridge field and department needs.
• Monitor budget awareness and financial mindset within the department.
• Participate in interviews with the Director for potential hires.
• Ensure safety and subdivision appearance across company properties.
• Directly engage with customers when needed to reset relationships and recover at difficult times.
• Manage PTO and expenses for direct reports; conduct quarterly assessments and address disciplinary actions.
• Be aware of emergency line usage and monitor post-visit activities.
• Contribute to Area Manager and CCM meetings as required.
• Act as conduit between field operations and the Director.

Skills

Residential construction experience

Interpersonal skills

Leadership

Time management

Problem solving

Customer service

Travel to sites

Tools

Microsoft Office

Job description

Arbor Homes is seeking a Customer Care Area Manager to lead on-site customer care operations from the field, instilling a customer-first mindset across the team and turning warranty issues into opportunities to delight buyers.

You will coach CC managers, align with Purchasing, Architecture, Sales and Construction, and monitor budget while ensuring safety and quality. The role requires strong leadership, communication, and a customer-centric approach.