Production & Customer Care Leader

Tim O'Brien Homes LLC; Madison (WI); On-site; USD 100,000 - 125,000; Full time

Job summary

Tim O’Brien Homes LLC in Madison, WI seeks a Production & Customer Care Leader to guide Production and Customer Care teams, ensuring on-time quality homes and outstanding homeowner experiences. You will drive scheduling discipline, coach teams, and strengthen partner relationships to meet commitments.

Compensation ranges from $100,000 to $125,000 per year, with a focus on leadership, customer satisfaction, and collaboration across departments in a fast-paced environment.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to work independently and with a team.
• Thorough understanding of all stages of the construction process.
• Ability to read and comprehend detailed construction blueprints, specifications, and drawings.
• Basic technology skills with Windows, Teams, Outlook and scheduling software.
• Travel required; valid driver’s license and vehicle ownership.

Responsibilities

• Participate as an active member of the TOH Leadership Team, providing insight to Company Leadership on improving department, product, and customer satisfaction.
• Develop professional relationships with TOH Trade Partners, enforcing Scopes of Work.
• Lead the Production Team to achieve "Even Flow" scheduling from excavation to move-in and train usage of scheduling software.
• Coach and support the Production Team, solving high-level problems while upholding Core Values.
• Maintain top-rated customer service through effective touchpoints (orientations, weekly updates).
• Review vacant lots and obtain information for lot fits and matrix (garage handling, exposure).
• Collaborate with Sales on lot fits for homes not yet under contract; with Starts Team on starts.

Skills

Excellent communication

Independence & teamwork

Construction process knowledge

Blueprints reading

Education

2-year Vocational School or equivalent

Tools

Windows

Teams

Outlook

Residential scheduling system

Job description

About this position

Are you a results driven leader who is passionate about building great homes and creating exceptional customer experiences? We’re looking for a Production & Customer Care Leader to lead our Madison team and play a key role in delivering quality homes on time while ensuring our homeowners receive outstanding Customer Care throughout their journey.

In this role, you’ll provide strategic leadership to our Production and Customer Care teams, driving accountability, collaboration, quality, and execution. You’ll build and strengthen Trade Partner relationships in partnership with the Purchasing Leader, ensuring we have the capacity, resources, and quality standards needed to meet our commitments and deliver an exceptional product.

This is an opportunity to make a meaningful impact not only on the homes we build, but on the people and customers we serve.

We’re looking for a passionate, collaborative, and forward-thinking leader who thrives in a fast-paced environment and takes pride in delivering results. If you’re excited to lead a high-performing team, believe in the product you’re building, and want to be part of an award-winning company recognized for quality and customer experience, we’d love to have you join our team.

Compensation:

$100,000 - $125,000 yearly

Responsibilities:

• Participate as an active member of the TOH Leadership Team, providing insight to Company Leadership on improving department, product, and company performance and customer satisfaction.

• Develop professional relationships with TOH Trade Partners, enforcing Scopes of Work.

• Lead the Production Team to achieve "Even Flow" scheduling from excavation to move-in. Coach and train the proper use of company scheduling software to be adopted and used correctly by the Production Team and Trade Partners

• Coach, train, and support the Production Team, providing guidance. Solve high-level problems and coach the team to solve difficult problems. Be a shining example of holding to the company’s Core Values in difficult situations.

• Coach to a top-rated customer service attitude, ensuring all customer touchpoint processes are being met and are effective (orientations, weekly communication updates, etc).

• Review Vacant Lots in all new communities and new phases. Obtain proper information from lot Sellers in order to complete Lot fits and lot matrix information for the team (garage handling, exposure, etc).

• Participate as needed with the Sales Team to determine lot fits for homes not yet under contract in both TOH and offsite communities.

• Participate as needed with Starts Team to review lot fits for homes under contract.

Qualifications:

• Excellent communication and interpersonal skills.

• Ability to work independently and with a team.

• Thorough understanding of all stages of the construction process, including both rough and trim stages.

• Ability to read and comprehend detailed construction blueprints, specifications, and detailed development drawings.

• Basic technology skills, including Microsoft Windows, Teams, Outlook (email), and experience with a residential production scheduling system.

• Experience in a New Homebuilding Environment

• 2-year Vocational School or equivalent experience.

• Travel required. Employee must own or lease a Truck/SUV and possess a valid driver’s license with insurance coverage.

About Company

At Tim O’Brien Homes, we’re not just another homebuilder. We’re Wisconsin’s leader in High-Performance, Energy-Efficient Homebuilding, winner of 6 U.S. Department of Energy Housing Innovation Awards, and consistently ranked in the top tier nationally for customer satisfaction by AVID.

Why Tim O’Brien Homes?

• Market leader in quality and energy efficiency

• Award-winning customer experience

• Supportive, winning culture that celebrates success and invests in your growth

This is your chance to be part of an elite team, represent a company and product you believe in, and get rewarded for winning.