Manager, Customer Care

**Location**:
Etobicoke, Ontario - Hybrid (3 days/week in office)

**Company**:
Mattamy Homes Canada

**Department**:
Customer Care, GTA Urban Division

**Employment Type**:
Full-Time

**Reports to**:
Vice-President, Business Process & Customer Experience

When it comes to forward-thinking homebuilding and thoughtfully planned communities, Canadians think of Mattamy Homes. And that success is centred on a foundation of great people, because our team is as solid as they come. At Mattamy, we are optimistic, hardworking and supportive. Together we learn and grow as we strive to create a positive impact in the homebuilding industry. Contributing to the Mattamy Way means being surrounded by caring people who encourage you to be exactly who you are. It means your opinion is invited and your contributions count. And it means a career filled with pride, knowing you’re part of an environmentally-conscious, action-oriented organization with big plans for the future. The opportunity to bring the future of living to homeowners based on what Canadians value is exciting - and we’re making it happen.

Learn more about what makes working at Mattamy special and our award-winning culture.

**What we offer**

Welcome to the world of customer-centric excellence As a Customer Care Manager, you will lead our dedicated team to deliver exceptional homeowner experiences. With your passion for outstanding service, strategic mindset, and ability to inspire a high-performance team, our customer care efforts will reach new heights.

This role offers an exciting opportunity to make a lasting impact on homeowners and our organization. You will elevate our customer care team through your expertise in project management, people management, conflict resolution, problem-solving, and business acumen. Together, we will drive the success of our Customer Care department and create remarkable experiences for our valued homeowners.

**What you’ll do**

**Project Management Skills**:

- Supervise all project timelines to ensure consistent execution of tasks and communications.
- Conduct regular meetings with the Customer Care department to review objectives, ongoing projects, and business updates.
- Maintain and adjust the touchpoint timeline for homeowner interactions as needed.
- Support CRM initiatives to ensure the tool is effectively utilized within the Customer Care department and beyond.
- Act as a key player in driving various Customer Satisfaction initiatives under Divisional Management.

**People Management Skills**:

- Provide leadership and coaching to the Customer Care team, including Specialists and Coordinators, to ensure superior customer service. This involves aiding in recruitment, selection, and performance management.
- Facilitate the seamless integration of new team members, including training on company policies and processes.
- Supervise the daily operations of the Customer Care team, ensuring they achieve their performance objectives.
- Spearheaded the creation and maintenance of internal documents for knowledge-sharing.

**Conflict Resolution and Problem-Solving Skills**:

- Manage and resolve escalated homeowner issues effectively, coordinating with internal partners and handling potential litigation resolution and Better Business Bureau escalations.
- Collaborate with the legal department on various legal matters.

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**Business Acumen**:

- Collaborate with the VP to uphold, modify, or develop department policies, practices, and procedures to align with organizational objectives.
- Ensure that our processes comply with Tarion requirements through regular reviews.
- Analyze and present findings from the Customer Experience, sharing insights from CX scorecards with the VP and the Customer Care team.
- Enhance the homeowner experience by fostering interdepartmental collaboration and maintaining a consistent homeowner-focused approach.
- Support the development of detailed events to enhance the homeowner experience, including timelines, budgets, and resource allocation. Ensure that new events meet quality and service standards. Analyze feedback to refine and enhance event design.
- Assist the Director in strategic planning and reporting.
- Aid in developing key KPI dashboards for department heads and decision-makers.

**What **y**ou **b**ring**
- University or College degree, with emphasis on Business or Construction Management.
- Professional mature individual with 5+ years of progressive responsibility in customer service-focused roles.
- 2+ years of experience supervising a multi-membered team, utilizing Performance management and people development tools and skills.
- Ability to multi-task in an extremely fast-paced working corporate environment.
- Well-organized, confident individual with the ability to prioritize work and meet deadlines.
- Excellent interpersonal and customer service skills with a strong demonstrated track record of dealing effectively with key stakeholders, both internal and external to the o