Director of Homeowner Service

K. Hovnanian is celebrating over 65 years of quality and leadership in the home building and community development industry. Do you want to play a large role in those every day decisions that help build dream homes? It’s the homes where people will raise their child, form their most important memories, plot the course for their future, spend quality time with their grandchildren or enjoy quiet times reflecting on a life full of accomplishments. Over 300,000 families have put their dreams in our hands, and you can as well.

The Director of Homeowner Service will be responsible for managing the efforts of the homeowner service team members. Review the Quality Standards Inspections (QSI) process to ensure that home is ready to be presented to the new homeowner and is free of defects. Submit issues that need to be addressed back to Community Builders and Area Presidents. Procure and manage professional service agreements and contracts related to construction services and building materials for homeowner service and warranty repairs.

Job Description/Responsibilities

• Serve as the lead expert for complex warranty matters, resolve escalated homeowner concerns. Deliver responsive and efficient service that builds customer trust and reinforces confidence in the overall homeowner experience.
• Drive operational improvements that enhance efficiency, shorten response times, and raise the standard of service delivery. Continuously monitor departmental performance metrics and implement corrective actions to ensure consistent excellence.
• Oversee warranty expenses and identify cost drivers and implement strategies for reduction.
• Ensure homes meet company, government standards and local and national residential building codes.
• Apply construction knowledge to guide warranty team members in evaluating homeowner concerns and identifying appropriate repair solutions.
• Maintain adequate staffing levels for all active and out-of-warranty communities as well as for emergency after-hours services.
• Supervisory Responsibilities: Recruit, hire, train and supervise homeowner service team members.
• Verify direct reports receive service requests, make immediate initial contact, set-up timely assessments for evaluation, schedule and complete work assignments within the desired company time periods.
• Interface with construction and purchasing teams to assess vendor performance on both production and warranty services.
• Drive excellence by creating department and division goals to drive and enhance performance in customer service, cycle-time improvements and work completion.
  
  

Job Experience & Education Required

• Bachelor’s degree in construction management, Business, or a related field preferred.
• Minimum of five years of relevant experience in a similar position, preferably with a high-volume builder. Prior experience managing warranty teams or construction customer service departments is ideal.
• Strong understanding of construction, subcontracting, and warranty management processes.
• Demonstrated success leading teams in a fast-paced, customer-facing environment.
• Strong understanding of residential building codes, warranty standards, and field operations.
• Experience managing departmental budgets, vendor performance, and service-related KPIs.
• Excellent leadership, analytical, creative thinking, problem-solving, and negotiation skills.
• Ability to manage multiple priorities with attention to detail in a fast-paced environment, meeting stringent deadlines and maintaining high accuracy.
• Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint) and familiarity with CRM and warranty service software.
• Strong written and verbal communication skills for interacting with internal and external customers, demonstrating a commitment to integrity and customer focus.
  
  

K. Hovnanian Companies, LLC, a subsidiary of Hovnanian Enterprises, Inc., a well-respected publicly traded company, is committed to providing an environment and programs that help our associates flourish. You can look forward to professional support and extensive benefits—including medical/dental/vision coverage, discounts on mortgages and home appliances, and a 401(k) plan. To learn more about us, visit www.khov.com/careers.

Search Firms Please Read Carefully

K. Hovnanian Companies, LLC is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any associate at K. Hovnanian via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of K. Hovnanian. No fee will be paid in the event the candidate is hired by K. Hovnanian as a result of the referral or through other means.

Job Travel

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