Senior Manager, Customer Care

#LI-Hybrid

About The Role

As the Senior Manager, Customer Care, you will champion Bosa Properties’ commitment to customer satisfaction by leading and managing innovative customer care and warranty programs. You will also work closely with cross-functional teams to provide strategic input during development to enhance home quality and functionality.

What You'll Do

• Guide the Customer Care team in delivering superior service by regularly evaluating performance, providing timely feedback, and resolving warranty and deficiency issues to enhance the customer experience;
• Utilize data provided by Bosa Properties’ proprietary Customer Care Portal, to make intelligent decisions about resource allocation and performance of sub-trades and suppliers;
• Develop and maintain an inclusive and supportive work environment, with a focus on continuous learning and development for team members;
• Oversee building turnover coordination meetings prior to building occupancy, ensuring internal teams are aligned with goals and target deadlines; serving as the primary contact between Axiom Builders’ quality control and Bosa Properties’ customer care team;
• Work with the Sales leadership team to ensure a smooth transition for all homeowners;
• Collaborate with Property Management companies to ensure building systems are managed in compliance with the Homeowner Protection Act and warranty requirements, while overseeing interactions over the building warranty period;
• Build strong connections across Construction, Development, and Marketing & Sales teams to promote issue resolution, project improvements, and a seamless transition for homeowners;
• Navigate organizational complexity and ambiguity, effectively partnering with leaders and stakeholders in a high-pressure, time-sensitive environment while managing multiple priorities;
• Develop and implement efficient processes to monitor, evaluate, and resolve building/unit deficiencies and warranty issues;
• Providing measurable and specific data to Development and Development-Construction design teams identifying areas of improvement for projects;
• Review project requirements prior to issuance and advise of any concerns relating to specifications or design intent.

What You Bring

• 5-10 years of progressive work experience in Real Estate, Construction, or Customer Care;
• 5 years of experience in leading an inclusive team, focused on learning and professional growth and development;
• Strong knowledge of residential construction, building maintenance, Homeowner Protection Act, and Strata Property Act;
• Innovative customer-centric thinking and practice identifying root cause in problem-solving;
• Demonstrated ability to positively impact customer satisfaction through effective communication and data-driven decision-making;
• Receptive to feedback and committed to continuous improvement, actively seeking input to refine processes;
• Influence and the ability to build strong working relationships cross-functionally, including advising and supporting key decision-makers;
• Exceptional organizational skills with the ability to manage multiple tasks and priorities.

Who You Are

• Trustworthy: You lead with trust when interacting with your team and other departments. You proactively build trust by demonstrating credibility, empathy, and sincerity.
• Humble: Unpretentious and self-aware, you take responsibility for your mistakes. You know that egos are barriers to doing our best work and always learning.
• Community focused: You believe what is created in community is always better than what is created in isolation and excellence is created through collaboration.

How To Apply

We value your interest in Bosa Properties. While we can only respond to shortlisted applicants, we will keep your information on file and consider you for future opportunities as they come available.

You belong here! If your experience and interests match with some of the above, we want you to apply. We are dedicated to building a diverse community, where everyone belongs.

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.