National Director of Construction

What You’ll Do: The Manager of National Customer Relations serves as the company's central contact for ensuring a positive customer experience by facilitating solutions to escalated issues efficiently. This role strengthens trust and enhances Century’s brand reputation and coordinates issue resolution with Division Presidents, Vice Presidents of Construction, Construction Managers, Customer Relations Managers, Customer Relations Specialists, and other relevant departments, aligning with Century Communities' commitment to its customers. Your Key Responsibilities Include: • Lead Corporate efforts to ensure customer-facing systems (BuildPro) run smoothly, communication is proactive, and divisions are supported to fulfill Century Communities' mission successfully. • Receive escalated homeowner calls & emails, distribute to proper divisions, and close the loop to completion. • Assist all divisions and departments as needed, either via TEAMs or in person. • Manage Century's proprietary homeowner portal by providing customers access, updating contact information (if applicable), and troubleshooting systems issues by working with the IT Team. • Host monthly BuildPro and best practice meetings. • Participate in National Monthly calls. • Manage the Care inbox for Marketing and respond to emails (mostly homeowners). • Manage the warranty inbox for orphaned tickets. • Manage all created warranty documents. • Assist divisions with setting up new vendors as needed, managing BuildPro access, etc. • Triage BuildPro issues, community/lot assignments. • Assist with pending work orders & EPOs. • Assist legal with SB800 claims for CA. • Assist with collaborating best practices material for Century. • In times of personnel turnover, intervene to act as a Customer Relations Coordinator. • Homeowner Portal o Approve all new Homeowner portal accounts. o Resolve registration issues with homeowners. o Work with IT on complicated registration issues. o Working with IT on upcoming enhancements. • BuildPro o Corporate administrator for CMP & CCS. o Train divisions on the warranty side of BP via teams and in person. o Audit warranty dashboards to ensure tickets are flowing properly and notify the division if there are any ticket discrepancies. o Assign and reassign communities and tickets as needed. o Triage BP issues before involving IT. o Identifying lots in BP where VA loans apply. • Better Business Bureau o Account manager for all BBB accounts for CCS & CMP. o Receive all BBB complaints, distribute them to proper divisions, gather information from the division, and prepare all responses. o Maintain an A+ rating for the Century. • Call Experts (On Call After Hour Emergency matters for Homeowners) o Account Manager for both CMP & CCS. o Manage on-call schedules for division. o Add new reps and remove terminated reps. o Receive all emergency emails to ensure divisions are acting on the emergency call. • Eliant /Transport o Account administrator for Eliant and Transport. o Account liaison between Century, Inspire, and Eliant. o Distribute weekly closings to divisions for Move-In surveys for both CCS & CMP. o Distribute monthly Preclosing reports for CCS & CMP. o Verify email changes for CRM reps. o Update homeowner emails and reassign representatives for surveys as needed. o Remove terminated employees from Transport. o Provide monthly and quarterly data for top-performing divisions. • Safety o Serve as the Admin backup for SiteDocs/Origami and OSHA Eventual ability to travel approximately 25% - 50% periodically. Initially, not much travel is anticipated, but must have ability to do so as needed. • Perform other duties as needed or assigned. What You Have: • Demonstrated ability to handle inquiries, service requests, and follow-ups via phone, email, and in person with professionalism and efficiency. • Strong capability to organize appointments, orientations, and vendor schedules across multiple communities. • Exceptional verbal and written communication t…