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Head of Quality Assurance

2 months ago

Corona, California, United States Lennar Homes Full time

About Lennar Homes

Lennar Homes is a leading national homebuilder dedicated to delivering exceptional customer experiences and building quality homes. Our commitment to making a positive impact on the communities we serve drives our business strategy and informs our approach to customer satisfaction.

Job Summary

We are seeking a highly skilled and experienced professional to join our team as a VP of Customer Experience. This key leadership role will be responsible for shaping and maintaining our reputation for exceptional customer service and product quality. The successful candidate will lead and manage all initiatives related to customer satisfaction, experience, and product/service quality within the organization.

Key Responsibilities

  • Customer Experience Leadership
    • Lead the customer care team in daily activities and engagement with customers
    • Develop and implement a customer-centric culture throughout the organization
    • Define and track key customer experience metrics (e.g., Net Promoter Score) to measure performance and identify areas for improvement
    • Champion customer feedback and advocate for customer needs within the company
  • Quality Assurance
    • Oversee the development and execution of quality assurance programs and processes
    • Establish quality standards and metrics for products and services, through Scopes of Work per trade partner
    • Collaborate with trade partners to identify and address quality issues and drive continuous improvement
  • Process Improvement
    • Identify process inefficiencies and recommend improvements to enhance the customer experience and quality
    • Work closely with purchasing, product development, construction, and other departments to implement process enhancements
  • Customer Feedback and Insights
    • Collect, analyze, and interpret customer feedback and insights to drive strategic decision-making
    • Implement mechanisms for gathering and disseminating customer feedback throughout the division and nationally
  • Technology and Tools
    • Evaluate, implement, and manage customer experience and quality management tools and technologies
    • Ensure the efficient use of technology to support customer-centric initiatives
  • Stakeholder Engagement
    • Collaborate with division leadership to align customer experience and quality goals with overall business objectives
    • Present regular reports and updates on customer experience and quality performance to the Division leadership

Requirements

The ideal candidate will possess a Bachelor's degree in a construction or business-related field and have at least seven years of experience in residential construction or project management, preferably with a national homebuilder. Strong analytical and problem-solving skills, excellent communication and interpersonal skills, and knowledge of industry best practices in customer experience and quality management are essential.

Physical and Office/Field Presence Requirements

The successful candidate will be required to work in excess of eight hours per day in the confined quarters of an office and/or the field environment. They must be able to operate a motor vehicle, read plans, climb stairs and ladders, bend, stoop, reach, lift, move, and/or carry items up to 50 pounds. Additionally, they must be able to see, speak, and hear, and have finger dexterity to operate a computer keyboard, calculator, iPad, and iPhone.

Compensation and Benefits

We offer a competitive annual salary range of $135,000 to $200,189, subject to adjustment based on business-related factors. The position may be eligible for bonuses and commissions. A comprehensive benefits package, including health insurance, 401(k) retirement plan, paid parental leave, and education assistance, is also available.

Lennar Homes is an Equal Opportunity Employer