Director, Customer Care

From our first lot in Cambridge, Ontario, to residential, commercial, and recreational developments in 18 cities across North America, Great Gulf Group has grown into a diversified real estate organization with over 45 years of experience.

While our portfolio has evolved, our commitment remains the same: building great spaces that inspire the people who live, work, and play in them. Today, our multi-faceted business spans commercial, mixed-use and residential development, construction management, software, engineering, panelized manufacturing, architecture, and hospitality.

All companies under the Great Gulf Group umbrella are united by one simple goal: the pursuit of greatness. It’s achieved every day through the passion and dedication of our people. If you’re excited to build meaningful solutions and make an impact, we’d love to hear from you!

Great Gulf is seeking a Director, Customer Care in Toronto, Ontario to lead and elevate our approach to homeowner care across our residential portfolio, with a strong focus on low-rise communities (single detached, semi-detached, and townhomes).

This role is responsible for delivering a best-in-class customer journey – from purchase through post-occupancy – ensuring our commitment to quality, design, and community is reflected at every stage of the homeowner experience.

Operating within Great Gulf’s fully integrated development platform, including its proprietary Dynamic Builder system, this role offers a unique opportunity to drive alignment between construction delivery and customer care, enhancing quality, efficiency, and overall homeowner satisfaction.

Key Responsibilities:

Leadership & Team Development

• Lead, mentor, and develop the Customer Care team, fostering a culture of accountability, responsiveness, and service excellence
• Establish clear performance expectations, KPIs, and service standards
• Provide oversight of all customer care functions across projects, ensuring consistency and quality of service delivery
• Build and optimize team structure, workflows, and resource allocation to support a growing low-rise portfolio

Customer Experience & Escalations

• Oversee the end-to-end homeowner journey, from purchase through post-occupancy
• Act as the primary customer liaison for escalated or complex homeowner matters
• Manage escalations professionally, turning challenging warranty situations into positive customer outcomes
• Drive improvements in customer satisfaction metrics (e.g., Avid Ratings or equivalent)

Warranty, Compliance & Delivery

• Oversee and ensure compliance with TARION warranty requirements, including PDIs, 30-Day, Year-End, and Second-Year forms, and conciliation processes
• Ensure alignment with HRCA regulatory requirements and evolving industry standards
• Provide oversight of deficiency management, including identification, tracking, scheduling, and resolution
• Apply working knowledge of the Ontario Building Code as it relates to deficiencies and warranty obligations

Dynamic Builder Integration

• Oversee the Customer Care module within Great Gulf’s Dynamic Builder platform, ensuring accurate tracking of deficiencies, service requests, and homeowner interactions
• Partner with Construction teams operating within Dynamic Builder to align construction delivery, quality standards, and customer care outcomes
• Leverage platform data to identify trends, monitor trade performance, and improve service delivery

Cross-Functional Collaboration

• Work closely with Construction, Sales, Development, and Legal teams to ensure a seamless transition from construction to occupancy
• Collaborate with site supervisors and trade partners on deficiency resolution and scheduling
• Partner with Sales teams on closing coordination and homeowner expectations
• Engage Legal counsel on escalated claims, conciliations, and risk management as required

Operations & Continuous Improvement

• Build and refine processes for scheduling, deficiency tracking, trade coordination, and resolution timelines
• Implement and optimize homeowner portal systems (e.g., Avid, NewStar, or similar platforms)
• Standardize best practices across projects to ensure consistency and efficiency

Reporting & Performance Management

• Track and report on key metrics, including open deficiencies, response times, trade performance, customer satisfaction, and TARION conciliations
• Provide regular updates to senior leadership on trends, risks, and opportunities
• Use data-driven insights to inform decision-making and continuous improvement initiatives

Education, Experience, and Qualifications:

• 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 product (single detached, semi-detached, townhomes) is essential
• Strong knowledge of TARION Warranty Corporation processes, including PDIs, 30-Day, Year-End, and Second-Year forms, and conciliation management
• Familiarity with HRCA requirements and Ontario regulatory environment
• Working knowledge of the Ontario Building Code as it relates to deficiencies and warranty work
• Proven experience managing teams of coordinators, technicians, and trade partners
• Experience implementing and optimizing customer care systems and homeowner portals (Avid, NewStar, or similar)
• Demonstrated ability to improve customer satisfaction metrics and manage escalations effectively
• Strong communication, stakeholder management, and reporting skills
• Ability to operate cross-functionally with Construction, Sales, and Legal teams
• Highly organized with a data-driven and process-oriented mindset

Physical Requirements:

• Ability to travel to project sites, presentation centres, and meeting locations as required

Compensation: 

• Pay Range: $100,000 – $125,000

Vacancy Status:

• Replacement

Why Join Great Gulf?

• Opportunity to work for a leading real estate development company
• Exciting projects and challenging opportunities to develop high-profile residential, commercial, and mixed-use developments
• Competitive salary and benefits package
• Dynamic and collaborative work environment
• Commitment to sustainability and social responsibility

Interested?

We encourage you to apply even if you don’t meet every qualification. If you’re the right candidate, we’ll support your growth and help you learn along the way.

Apply today and help us build what’s next.

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. As per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA), Great Gulf Group of Companies will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise Human Resources.

To be eligible to apply for this position you must be legally entitled to work in Canada. We do not accept international applicants without a valid work permit. We thank all applicants for their interest. Only successful candidates will be contacted.

Please note that all hiring decisions are made directly by our team. We do not rely on automated AI screening tools in our recruitment process.