Director of Home Experience

Description

About MN Custom Homes

Founded in 2011 by two Bellevue locals, we have grown to become the preeminent Eastside luxury home builder today. Since Day 1 we have been driven by innovation and obsessed with setting our homes apart through their overall design and functionality. We truly get a thrill doing what we love most: building thoughtful homes that inspire community. Learn more about us and see our work at: https://mncustom.com

Why MN?

We pride ourselves on our empowered team environment and dedication to taking care of our people. We believe in setting you up to succeed with clear career progression, learning opportunities, and ownership of your role from the get-go. Accountability is huge for us, and we place a lot of trust in our employees to do the right thing. We believe that a supportive and inclusive culture yields happy people, and happy people are the most successful at what they do.

About This Role

The Director of Home Experience is responsible for owning and managing all direct interactions with homebuyers, ensuring a seamless and exceptional customer journey from presale to concierge. This role will lead a dedicated customer service team that serves as the primary point of contact for customers, providing proactive communication, timely updates, and resolution of issues across all phases: presale homes, new home orientations, warranty services, and concierge offerings. The Director will collaborate with internal construction experts, interior design, and warranty services, to ensure the customer-facing team delivers a 5-star service experience that aligns with company goals.

On a Given Day, Your Work Might Include

• Collaborate with key stakeholders to design and lead the development of a comprehensive Customer Experience Program (CXP), ensuring alignment with MN Custom Home's strategic objectives and highest industry standards.
• Recruit, develop, and train top talent to empower them to deliver an exceptional customer experience to our homebuyers.
• Develop and implement standardized, scalable processes to ensure consistent and exceptional customer interactions, while establishing a framework for continuous process improvement.
• Partner with leadership and the data analytics team to identify, develop, and monitor key performance metrics, continuously refining them to enhance the homebuyer CXP.
• Lead and manage a high-performing customer service team to proactively handle all customer interactions thought the homebuying journey, ensuring excellence at every touch.
• Serve as the primary link between customers and internal teams, ensuring timely, consistent, transparent communication, and delivering updates, resolutions, and responses to questions seamlessly.
• Develop, implement, and uphold service standards that ensure a consistent, customer-first experience throughout every stage of the homebuying process.
• Own the process of managing customer expectations for homes sold during construction, including customization options, change orders, and timeline transparency.
• Design and implement a clear communication process to keep presale buyers informed about construction progress and updates, ensuring a timely, seamless, and consistent experience.
• Lead CXP personnel in delivering and exceptional customer experience on New Home Orientation Day, providing comprehensive walkthrough and education on the features and functionalities of their new home.
• Conduct final quality checks with customers, documenting and communicating any items needed remedy and ensuring timely resolution.
• Partner with the warranty team to deliver an exceptional warranty experience, with CXP personnel serving as the primary point of contact for customers with warranty-related needs. Ensuring timely, efficient resolutions of claims while upholding high quality standards and customer satisfaction.
• Analyze recurring warranty trends and collaborate with construction teams to identify root causes, implement solutions, and enhance long-term quality.
• Create and implement a concierge program offering value-added services, including maintenance suggestions, service provider recommendations, and tailored lifestyle solutions to enhance the overall homeowner experience.
• Act as a trusted advisor for homeowners, helping them maintain their investment and enhancing their experience.
• Build long-term relationships with homeowners through proactive and thoughtful communication and service offerings. Work closely with construction and other related teams to understanding project timelines, challenges, and deliverable, ensuring accurate and timely customer updates.

Working Environment & Physical Requirements

• This position requires frequent use of a computer, including keyboard functions and visual acuity of 20 inches or fewer on a daily basis.
• Must be able to lift up to 20lbs occasionally with or without accommodation.

Travel & Vehicle Requirements

• Regular travel between job sites and/or the office is required.
• Occasional travel to our Arizona office as required.
• Valid WA State Driver's License.
• Acceptable driving record & proof of vehicle insurance. MN must be listed as an additional insured party on the vehicle insurance.

What You'll Need to Succeed

• Bachelor's degree (B.A) in Business Administration, Hospitality Management, Customer Experience, or a related field.
• 8+ years of leadership experience in customer service, preferably within homebuilding, real estate, or a related industry. experience in customer service leadership, ideally in homebuilding, real estate, or a related industry.
• Proven track record of designing and implementing scalable customer experience programs, including team leadership and process improvements.
• Experience with process design and standardization.
• Strong history of effectively managing and resolving complex customer issues.
• Excellent leadership skills with a demonstrated ability to build, manage, and mentor customer service teams.
• Excellent written and verbal communication skills, with ability to collaborate effectively with senior leadership, clients, vendors, and on-site teams.
• Exceptional interpersonal and communication skills, with the ability to bridge the gap between technical teams and customers.
• Proven experience in managing and leading a customer-facing team with a focus on proactive communication and problem solving.
• Excellent organizational skills and ability to manage complex processes, customer journeys, and escalations.
• Deep understanding of designing and implementing customer experience strategies, including best practice in customer service and satisfaction.
• Proficient in using tools for managing customer interactions, data tracking, and process optimization (e.g., CRM platforms, project management software).
• Skills in creating scalable programs and processes that align with company objective and industry standards.
• Strategic thinking with a passion for delivering 5-start customer experience.
• Knowledge of warranty processes and program, home construction process, light customization options, and home maintenance.

Employee Benefits

• 100% covered employee premiums for medical and dental self-coverage
• 100% employer-paid life insurance
• 100 % employer-paid long term disability insurance
• Paid medical and family leave
• Critical illness insurance
• 401(K) with generous company match, no vesting schedule, and access to professional financial advisors
• 20 days of PTO & 9 holidays
• New iPhone for your personal and business use
• Free onsite parking
• Company paid events
• Complimentary snacks & beverages

Hours & Compensation

This is a full-time position paying $140,573 - $224,920 + discretionary bonuses. The base salary range represents the anticipated low and high end of the salary range for this position. Individual placement within a salary range will vary based upon factors including but not limited to candidate experience, knowledge, individual, skills, and organizational performance.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At MN Custom Homes we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

MN Custom Homes is an equal opportunity employer