PURPOSE AND SUMMARY: To direct the Customer Care process and staff within assigned areas. The Customer Care Manager sets expectations, provides direction and to support to the CC Team to ensure Meritage Homes Standards of Service are attained. Serves as a key representative for Meritage Homes and is ultimately responsible for addressing issues affecting homeowner satisfaction post closing. FUNDAMENTAL JOB DUTIES/RESPONSIBILITIES: Essential: - Focus on Meritage Homes JD Power results in the direction of the Customer Care Team; work product of incumbent significantly impacts the company’s JD Power survey score- Review/act on all new homeowner surveys- Hire, supervise, and direct the work of the Area Customer Care Team- Provide ongoing product and customer service training, and support to the Customer Care Team. - Ensure the CC Team expedites minor and major home repairs within “the spirit” of the new home warranty guidelines, the Register of Contractor (ROC) standards, and in accordance with customer service standards set by Meritage Homes- Administer a pro-active customer service program- Work in conjunction with Community Construction and Sales Managers to establish a team approach to Customer Satisfaction- Understand the manufacture’s recommendations for the use and application of their products; provide ongoing training to the CC Team to ensure they understand product features and warranty provisions, and can explain/demonstrate them to new homeowners- In conjunction with the Customer Care Managers/Associates, provide oversight of the work of subcontractors and vendors; ensure the quality and timeliness of work performed; resolve issues in a proactive manner and, as necessary, determine when payment should be withheld- Audit, verify and approve for payment, purchase orders for work completed that is deemed not to be the responsibility of a Subcontractor and/or Trade Partner; ensure cost effective resolutions to customer warranty and satisfaction issues- Budget responsibility- Ultimately responsible for resolving issues that have been elevated from a Customer Care Team Member, unsatisfied homeowner, homeowner association, or subcontractorSecondary:- May perform on-site QA inspections and initiate follow-up calls/meetings with the homeowner- Compile and review various reports - Special projects and assignments, frequent and ongoing
The Director of Land Acquisition is responsible for identifying, analyzing, negotiating and acquiring new land and lots for the division in accordance with the organizational strategy and business plan. Additionally, the Director of Land Acquisition will collaborate with the Division leadership to ensure all underwriting assumptions for land acquisition including, but no limited to: phases of zoning approval, municipal approvals, entitlements, permitting, platting, design and construction necessary for the land and lots to be used for residential construction are reasonable. In addition to maintaining and fostering relationships with key players in the market, incumbent is responsible for providing and maintaining up to date data on current and prospective land deals, related market and sub-market data, proformas, deal status, and for maintaining budgets and the staff necessary to accomplish the responsibilities of the function. FUNDAMENTAL JOB DUTIES/RESPONSIBILITIES: Essential:- Create a vision and provide leadership to the Land Acquisition Department, including department operations and budgets and projections of new projects to Division President and Director of Finance.- Recruit, hire, evaluate, train, develop and retain productive and highly engaged land acquisition department team members.- Create an annual strategic land plan defining geographic, product and pricing goals to guide acquisition efforts and support the Company’s overall strategic plan.- Analyze markets and sub-markets and the division’s current land positions in order to identify gaps and strategic areas for concentrating future land acquisitions and evaluating the overall technical and financial feasibility of a potential project.- Maintain knowledge of market activities, trends and opportunities and generate prospective land deals through networking with industry and local contacts, brokers, title companies, developers, other builders, land sellers, and others.- Oversee all potential new projects for the division including aggressively searching for new land parcels, negotiation with sellers, due diligence, and preparation of Corporate Approval Package.- Prepare letters of intent and respond to requests for qualifications in a competitive bid situation.- Assist Land Development with project “pro-forma” creation and refinement, including determining current agency fees, construction costs, site development costs, development and construction durations, absorption rates for home sales, and proposed land cost.- Responsible for land purchases within the division. Responsible for real estate closings and financings, including negotiating, reviewing and/or drafting land banking documents.- Oversee contract review with in-house and outside counsel, manage all contract negotiations, and contract execution.- Review survey/title issues and other reports to determine liabilities of potential acquisitions.- Assist in the presentations before municipal decision-making bodies and other government entities.- Responsible for the preparation of deal summaries and land tracking report for corporate management and Division President.- Create and foster relationships with land owners, land brokers, title companies, lenders, municipalities, other homebuilders, and lot developers.- Manage the Lot Takedown Summaries for accurate reporting of lot purchase activity.- Assist Division President / Homebuilding in developer related issues after Initial Closing.- Work with Division President on Balance Sheet Management by selling or renegotiating real estate assets.