Customer Care Manager III

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Build a Career That Builds Your Future - with PulteGroup! Welcome to PulteGroup where we believe in building more than just homes-we believe in building inspired employees, meaningful careers, and a legacy of excellence. If you're looking for work that moves you, a team that values your ideas, and a company that brings you pride, you've come to the right place. As one of the nation's largest and most respected homebuilders, PulteGroup offers opportunities to grow within a Fortune 500 company that's consistently recognized as a Fortune 100 Best Company to Work For and a certified Great Place to Work. We're driven by the bold purpose of Building Incredible Places for People to Live Their Dreams. For over 70 years, we've been building more than homes-we've been building trust, innovation, and a culture where every team member is empowered to thrive. Join a company that champions inclusion, celebrates diversity, and supports your personal and professional journey. Headquartered in vibrant Atlanta, Georgia, and operating in over 45 markets nationwide, we're proud to build homes through our trusted family of brands-including Innovative Construction Group, Centex, Pulte Homes, Del Webb, DiVosta Homes, American West, and John Wieland Homes and Neighborhoods, Pulte Mortgage, PGP Title, Pulte Insurance Agency -all united under the PulteGroup name. Apply now and discover a career where your contributions are valued, your growth is supported, and your work makes a lasting impact Primary Job Responsibilities Manage escalated and large warranty issues for closed homes, including insurance/litigation Conduct in-person homeowner assessments on an as needed basis. Determine if corrective work order is needed. Lead root-cause analysis. Schedule, organize and execute service work through vendors collaboratively with Customer Care Coordinator. Manage trades to completion of service requests to customers' satisfaction. Perform minor service-related tasks (e.g., adjustments, repairs), as requested. Establish and maintain positive customer relationships. Responsible for the build quality confirmation of the home before delivery to the customer. Operate as a customer advocate for the communities managed, ensuring all departments maintain positive customer relationships. Determine trade accountability for back charges and P.O.'s. Authorize payment for work performed up to approval limits. Work with active legal cases, following applicable legal protocol and process necessary workflow. Assists in technical/warranty training by partnering with other Customer Care Managers to address escalated homeowner concerns. Responsible for customer satisfaction metrics related to customers serviced. Provide feedback and proposed solutions on systemic warranty issues to drive future improvements and improve overall quality. Drive repeat and referral business by improving customer loyalty through managing feedback and survey responses This is a professional, customer facing role. Team members follow division specific dress code requirements. Perform other duties as assigned. Career Level (P4) Organizational Impact: Works to achieve day-to-day objectives with major impact on the area of responsibility. Contributes to the development of goals the area and planning efforts (budgets, operational plans, etc.). Manages large projects or processes with moderate impact on the achievement of sub-family results. Work is performed with limited oversight. Typically responsible for coaching, reviewing and delegating work to lower level professionals. Provides measurable input to new products, processes or standards in operational plans in order to implement operational objectives Leadership & Talent Management: Typically responsible for providing guidance, coaching and training to other employees within job area. Typically responsible for managing major/complex projects at this level, involving delegation of work and review of work products. Knowledge & Experience: Requires deep knowledge of area typically obtained through higher education combined with experience. Typically viewed as a subject matter expert within discipline. May have broad knowledge of project or program management. Typically requires a University degree or equivalent experience and minimum 6-8 years of prior relevant experience. Required Skills/Knowledge Minimum of 1 year at Customer Care Manager II or equivalent Exhibits leadership skills and has positive influence within team and department Exceptional customer service orientation with the ability to adapt and interact effectively with various personality types Committed to delivering high-quality service and diligent follow-up Basic construction skills and knowledge Excellent communication and listening skills Analytical ability necessary to perform root cause analysis Ability to manage warranty/customer service processes Basic computer literacy Skilled in conflict resolution to address customer concerns effectively Knowledge

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