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VP of Customer Experience Director
2 months ago
Lennar Homes is seeking a highly skilled and experienced Customer Experience and Quality Management Leader to join our team. As a key member of our leadership team, you will be responsible for shaping and maintaining our reputation for exceptional customer service and product quality.
Key Responsibilities:- Lead and manage all initiatives related to customer satisfaction, experience, and product/service quality within the organization.
- 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.
- 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.
- Build and lead a high-performing team responsible for customer experience and quality initiatives.
- Provide coaching, mentorship, and professional development opportunities to team members.
- Set clear goals and expectations that align with company strategy and regularly evaluate team performance.
- 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.
- Bachelor's degree in a construction or business-related field required.
- Seven or more years of experience in residential construction or project management, preferably with a national homebuilder desired.
- Computer literacy and proficiency in MS Office required, JD Edwards, Auto CAD, Buzzsaw, Build Pro/SupplyPro experience preferred.
- Knowledge of architectural design and process improvement desired.
- Proven experience in a senior leadership role focused on customer experience and quality management.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Knowledge of industry best practices in customer experience and quality management.
- Demonstrated ability to lead and motivate cross-functional teams.
- Experience with customer experience management software and quality assurance tools is a plus.
At Lennar Homes, we are committed to fostering a supportive and enriching environment for our Associates, offering a comprehensive array of benefits designed to enhance their well-being and professional growth. Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of. Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments. To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations.
Our Everyones Included vision is to unleash the power of diversity within our workforce to drive innovation and sustainable growth. We believe in investing in our Associates, empowering them to thrive both personally and professionally.
