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

• Lead and empower the Customer Care team with a strategic focus on operational excellence by setting performance benchmarks, leveraging insights from performance data, and driving a culture of continuous improvement in homeowner satisfaction; 
• Utilize data provided by Bosa Properties’ proprietary Customer Care Portal, to make intelligent decisions about resource allocation and performance of sub-trades and suppliers;
• Foster an inclusive, high-performing work environment by providing mentorship and encouraging ownership and accountability at all levels;
• Provide early-stage advisory input on design and specifications, flagging potential risks and collaborating with internal teams to ensure alignment with quality and customer care standards.
• Design and implement scalable processes that improve team efficiency and reduce reactive workload, enabling faster resolution of deficiencies and warranty concerns;
• Build strong cross-functional partnerships with Construction, Development, and Marketing & Sales to proactively address recurring issues and embed customer feedback into future project planning;
• 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;
• Navigate organizational complexity and ambiguity, effectively partnering with leaders and stakeholders in a high-pressure, time-sensitive environment while managing multiple priorities; 

What You Bring

• 5-10 years of progressive work experience in Real Estate, Construction, or Customer Care;
• 5+ years of experience leading diverse, high-performing teams through change, growth, or transformation initiatives;
• Demonstrated ability to shift a department’s focus from reactive to strategic, supported by mentorship and process-reengineering;
• Strong knowledge of residential construction, building maintenance, Homeowner Protection Act, and Strata Property Act;
• A strategic mindset with the ability to identify improvement opportunities, develop actionable plans, and influence change across cross-functional teams;
• Demonstrated success in using data to drive long-term customer experience enhancements and operational process improvements;
• Receptive to feedback and committed to continuous improvement, actively seeking input to refine processes;
• 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.