• Responsible for coordination of the Construction and Customer Service Departments, including direct management of Director of Customer Service and Field Construction Managers.
• Improved JD Power ranking from bottom 25 % of market to #3 in Overall Customer Satisfaction (2010).
• Manage field staff to accomplish a field variance average of less than 1/2 of one percent of sales price for each project by establishing accountability for extras, labor budgets, and working with purchasing to verify and correct takeoffs.
• Manage the community start process to ensure timely delivery of new communities, model parks and new product prototype process.
• Accountable for Construction Department excellence in cycle times, staffing and performance, subdivision maintenance, training, and contractor/vendor hiring and firing.
• Ensure proper execution of contractor and builder payroll, safety, erosion control, spec and model home management.
• Manage all aspects of the Customer Service Department, including service administration, cost control, warranty budgets, QC process, touch points, CRM and SPECS reports, staffing and performance, monitor quality and product issues, buyer management, elevated customer issues, service rep. payroll and bonuses, structural claim and insurance administration, Houston service issues, and customer satisfaction management and results.
• Participate and lead the Corporate Cycle Time Initiative to reduce cycle times company wide.
• Participate on the 1 Standard Project Initiatives Team to provide input and support from an operations perspective.
• Participated in the initial Hyphen pilot and currently involved in the Hyphen expansion.
• Work directly with Zurich to limit safety risk and to improve risk evaluation.
• Oversee all meetings, scorings, surveys and evaluations associated with JD Powers.
• Participate in the management and acquisition of contractor/vendor insurance requirements.