Division Manager of Customer Care

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

JOB SUMMARY
The Division Manager of Customer Care is responsible for the operation and results of the customer experience within the division. Administers quality control/process improvement programs and processes.

This position requires onsite attendance 5 days per week in the Medina, Ohio area.

PRIMARY RESPONSIBILITIES

• Oversees the management of escalated and large warranty issues for closed homes, including insurance/litigation.

• Develops training, mentoring, evaluation and incentive programs for Customer Care team.

• Manages the Customer Care team, coordinating and scheduling the efforts of trade contractor companies to address warranty repairs.

• Reviews architectural plans and actual construction methodologies for identified construction defects.

• Creates and implements quality control programs.

• Lead and develop initiatives to retain and develop talent.

• Responsible for recruiting, interviewing and selecting new hires.

• Maintain consistent communication with other departments to provide feedback and updates for the Customer Care team.

• Customer advocate for the division; responsible for ensuring other departments are providing the customer experience expected.

• Coach and develop team managers.

• Managed Budget/overhead & makes improvements as needed.

• Responsible for division customer care metrics.

MANAGEMENT RESPONSIBILITIES (IF APPLICABLE)

LEVEL: MENTOR / COACH / FEEDBACK

• Delegates work according to work requirements

• Supervises Customer Care Department

• Full business partner authority

SCOPE
(decision making, size of organization, budgetary, etc.)

• Decision Impact: Division

• Department Responsibility: Single

• Budgetary Responsibility: Yes

• Direct Reports: Yes

• Indirect Reports: Yes

• Physical Requirements: Position involves sitting, standing and/or movement, the ability to exert minimal force of up to 50 pounds and occasionally exert up to 80 pounds of minimal force to carry, lift, push, pull and otherwise move objects. Must be able to climb ladders, scaffolding and other means to reach and observe all areas of building

• Ability to work in various weather conditions - heat, rain, cold, etc.

REQUIRED EDUCATION

• Minimum High School Diploma or equivalent

• Bachelor’s Degree Preferred

• Valid Driver’s License because driving is an essential function of this position.

REQUIRED EXPERIENCE

• Experience leading and developing various levels of leaders

• Minimum of 2-4 years of management experience

• Strong written/oral communication and interpersonal skills

• Strong customer orientation and ability to adapt/respond to different personality types

• Strong emphasis on quality of service and follow-up

• Problem-solving, analytical and decision-making skills

• Exce