Home Delivery Experience Manager

1 day ago

London, Ontario, Canada Mattamy Homes Corporation Full time
Job Description

Mattamy Homes Corporation is seeking a seasoned professional to fill the role of Home Delivery Experience Manager in our Greater Toronto Area operations.

This key position plays a pivotal role in ensuring exceptional home quality and customer satisfaction throughout the homebuilding process. As a Home Delivery Experience Manager, you will lead efforts to standardize and streamline our Division's Quality Assurance (QA) Pre-Delivery Inspection (PDI) and Home Delivery processes across multiple platforms.

Key Responsibilities:

  • Lead a team of New Home Specialists by setting department goals and KPIs in collaboration with senior management
  • Collaborate with departments such as Construction, Purchasing, and Warranty to develop measurement tools for addressing construction and trade-related quality issues
  • Leverage tools and systems (Microsoft Dynamics CRM, BuildPro, JDE, Excel, AVID Ratings) to rethink and transform existing QA and PDI procedures, incorporating a customer-centric focus
  • Address common deficiencies by creating targeted programs and conducting regular quality inspections and training sessions
  • Oversee the accurate and timely reporting of all Operational Customer Experience metrics while continuously evaluating and improving reporting processes
  • Optimize scheduling and management tools for QA inspections, PDIs, and home delivery appointments across the GTA
  • Manage and support homeowner escalations as needed, ensuring issues are resolved efficiently

About the Role

We offer a competitive salary range of $120,000 - $150,000 per annum, commensurate with experience. This full-time position comes with a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) matching program.

To be successful in this role, you will require:

  • Minimum 5 years' experience in the homebuilding industry, with a strong understanding of the homebuilding process and the importance of QA and PDI
  • A customer-centric mindset, with a passion for delivering exceptional experiences
  • Advanced leadership skills, with the ability to train, manage, and mentor staff effectively
  • Expertise in creating dashboards and generating reports across various software platforms
  • Proficiency in Excel, with the ability to manage complex data and reporting
  • Highly organized, with the ability to manage multiple projects and priorities simultaneously
  • Independent and trustworthy, capable of taking initiative and making decisions confidently
  • Team-oriented and supportive, fostering a collaborative work environment
  • Passionate about construction quality and continuous process improvement

Bonus points will be awarded for candidates with Tarion experience or familiarity with programs such as BuildPro, JDE, Microsoft Dynamics CRM, etc.

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