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About the Role

Great Gulf is seeking a leader to elevate homeowner care across its residential portfolio, with a focus on low-rise communities. This role manages the end-to-end customer journey from purchase through post-occupancy, ensuring alignment between construction delivery and customer satisfaction within a fully integrated development platform.

Responsibilities

• Lead, mentor, and develop the Customer Care team to foster a culture of service excellence.
• Establish performance expectations, KPIs, and service standards.
• Oversee the end-to-end homeowner journey and act as the primary liaison for escalated matters.
• Ensure compliance with TARION warranty requirements and HRCA regulatory standards.
• Manage deficiency identification, tracking, and resolution processes.
• Oversee the Customer Care module within the Dynamic Builder platform.
• Collaborate with Construction, Sales, Development, and Legal teams to ensure seamless transitions.
• Optimize homeowner portal systems and standardize best practices across projects.
• Track and report on key metrics to senior leadership to inform decision-making.

Requirements

• 10+ years of experience in customer care or warranty management within the Ontario residential construction industry.
• Minimum 5 years in a leadership role managing customer care teams.
• Direct experience with low-rise residential products including single detached, semi-detached, and townhomes.
• Strong knowledge of TARION Warranty Corporation processes and conciliation management.
• Familiarity with HRCA requirements and the Ontario regulatory environment.
• Working knowledge of the Ontario Building Code regarding deficiencies and warranty work.
• Proven experience managing coordinators, technicians, and trade partners.
• Experience implementing and optimizing customer care systems and homeowner portals.
• Ability to travel to project sites, presentation centres, and meeting locations.
• Legally entitled to work in Canada.

Skills

• Team leadership and mentorship
• Customer experience management
• Conflict resolution and escalation management
• Data-driven reporting and analysis
• Stakeholder management
• Process optimization
• AI tool familiarity

Location

• Toronto, Ontario

Work Type

• Full-time

Experience Level

• 10+ years of experience
• 5+ years in a leadership role

Salary/Compensations

• $100,000 – $125,000

Benefits

• Competitive salary and benefits package
• Opportunity to work for a leading real estate development company
• Dynamic and collaborative work environment

About the Company

• Great Gulf is a leading real estate development company focused on residential, commercial, and mixed-use developments.
• The company utilizes a fully integrated development platform including a proprietary Dynamic Builder system.
• Committed to sustainability and social responsibility.

Equal Opportunity

• Great Gulf Group of Companies is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, Indigenous Peoples, and persons with disabilities.
• The company provides accommodations for applicants with disabilities throughout the selection process as per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA).