Director of Build Experience

Key Responsibilities

• Assume ownership of the homeowner experience immediately following contract execution, serving as the primary point of contact and trusted advisor throughout the construction process until closing.
• Deliver a best-in-class Build Experience by fostering trust through proactive communication, transparency, responsiveness, and exceptional customer service while ensuring homeowners remain informed and engaged at every stage of construction.
• Lead the seamless transition from Sales by establishing homeowner expectations, outlining communication protocols, and guiding customers through the construction process, timelines, quality standards, and key milestones.
• Partner closely with Construction, Design, Sales, and Leadership to ensure alignment on project progress, scheduling, messaging, and homeowner expectations while serving as the voice of the customer throughout the organization.
• Comfortably and confidently meet with homeowners on active job sites throughout the construction process, explaining construction progress, building methods, schedules, quality standards, and upcoming milestones while addressing questions and concerns with professionalism and technical expertise.
• Translate complex residential construction concepts into clear, homeowner-friendly communication that educates customers, manages expectations, and reinforces confidence in the quality of their home.
• Provide consistent, accurate communication through Buildertrend and other customer communication platforms, including weekly progress updates, milestone notifications, schedule changes, and other critical project information.
• Anticipate customer concerns, collaborate with internal teams to resolve issues quickly and effectively, and manage expectations to minimize disruptions and create positive outcomes.
• Develop, implement, and continuously improve standardized communication processes, customer touchpoints, and Build Experience initiatives that create consistency across all communities and elevate the homeowner experience.
• Cook up key homeowner milestones, while ensuring all documentation, digital records, and project information remain accurate, organized, and complete.
• Coach and support construction and field teams on customer communication best practices, helping create a culture centered on exceptional homeowner service.
• Analyze customer feedback and operational performance to identify trends, recommend process improvements, and implement initiatives that enhance customer satisfaction, operational efficiency, and the overall Build Experience.
• Champion a culture of hospitality, accountability, collaboration, and continuous improvement that strengthens homeowner relationships and reinforces the company's commitment to delivering an exceptional homebuilding experience.

Qualifications

• Minimum of 7+ years of progressive experience in residential construction management or construction operations, with proven experience managing the construction of residential homes.
• Extensive knowledge of residential construction methods, sequencing, scheduling, quality standards, and building practices, with the ability to confidently communicate technical construction concepts to homeowners, answer questions, and build trust through every phase of construction.
• Proven ability to comfortably meet with homeowners on active job sites, explain construction progress and milestones, manage expectations, and resolve concerns with professionalism and credibility.
• Strong customer-focused leadership skills with a demonstrated ability to build lasting relationships with homeowners, trade partners, and cross-functional teams.
• Exceptional verbal, written, and interpersonal communication skills with the ability to simplify complex construction concepts into clear, homeowner-friendly language.
• Proven ability to anticipate challenges, resolve conflicts, and make sound decisions while balancing customer satisfaction with operational objectives.
• Experience with Buildertrend or similar residential construction management software, along with proficiency in Microsoft Office and other digital collaboration platforms.