Special Projects Manager- CB JENI, Normandy & Southgate Homes

The Special Projects Manager / Coordinator must believe in, practice, and initiate all Green Brick Partners values set forth in an acronym we call HOME. They must be Honest, Objective, Mature and Efficient in how he or she approaches their role at Green Brick Partners.

The Special Projects Manager, working under the guidance of the Director or VP of Customer Service, oversees multiple large-scale projects simultaneously and must bring strong construction knowledge and customer service expertise. This position requires a self-directed professional who can collaborate effectively with homeowners, builders, and subcontractors in a fast paced, ever-changing environment.  The ideal candidate consistently demonstrates a commitment to customer satisfaction and excellence. This role acts as a key liaison for the VP / Director of Customer Service on behalf of the construction, legal, purchasing and quality departments.

• Leads and manages large-scale projects related to warranty operations, customer care and risk mitigation.
• Manage and oversee trades project scoping and budgets.
• Communicate at high leve with all stakeholders, homeowners, trade partners and internal leadership.
• Conduct in-person homeowner assessments and inspections on large projects verifying if they meet warrantability criteria.
• Communicate scheduled appointment times with homeowners, vendors, and trades to meet deadlines.
• Review engineering reports with homeowners and trade partners.
• Follow up, inspect, and ensure completion of all repairs meeting the owner and organization’s quality and cost criteria. 
• Determine trade accountability for back charge purposes.
• Direct homeowners on how to maintain their homes, as well as communicating what items are and are not warrantable
• Manage a budget, request EPOs, and complete invoices weekly for vendor payment.
• Handle multiple tasks and projects within designated timeframes
• Possess the ability to say "no" and overcome objections in a professional manner, explain in clear and concise what is and is not warrantable.
• Follow applicable protocols and processes necessary for workflow
• Establish and maintain positive customer relationships, internally and externally.
• Create and present specific topics to warranty team during periodic meetings to help develop and train.
• Have other members of the team shadow (multiple days at a time) to further develop and train new hires.

Supervision of Others: May have up to 1 direct report

• Perform weekly check-ins with direct report to discuss any matters of concern and verify policies and procedures are being followed for proper ticket updates and completions.
• Directly responsible for generating performance reports for direct reports.
• Check and approve POs of direct reports.
• Update direct manager of progress of direct report(s).
• Manage escalations for direct report as the initial step in the escalation process. 

Discretion and Independent Judgment Ability: Managing and supervising trades. This role must be able to exercise sound professional and administrative judgment and discretion. This position has the authority to authorize warranty repairs, stop warranty work, select trade contractors to complete work related to warranty requests, and to require modification to repairs if done incorrectly or incompletely. This is an exempt position.

Physical Requirements: Must have a vehicle capable of carrying supplies, valid driver’s license and be willing to drive among designated communities in daytime and nighttime. Ability to stand and walk for 4 hours straight or up to a full 8-hour day; sit for extended periods; kneel and bend at the waist; climb, balance and stoop, crouch or crawl; walk up and down stairs; walk on unlevel terrain; use hands to finger, handle or feel; reach with hands and arms; talk and hear.  Ability to lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision and peripheral vision.

Location: Construction Field Position

Education: 

• Bachelor’s degree in construction, Business or other related field ORa two-year technical degree from a construction program OR have a minimum of 4- or 5-years’ experience with a homebuilder is preferred.
• Highly customer-service oriented.
• Computer or tablet literate.
• Knowledge of MS Office, BuildPro and Salesforce is preferred.
• Working knowledge of residential construction methods and materials, applicable building codes, and safety/industry regulations (including OSHA).
• Ability to read and interpret construction plans, scopes of work, and engineering/inspection reports.

Experience:

• Previous experience in the home building industry is required. Previous experience in a customer service environment & preferably some home repair experience is helpful.
• Minimum of 3 years of experience in a customer service role, with at least 2 years in residential construction or warranty service strongly preferred.
• Hands-on experience assessing construction defects and coordinating repairs with trade partners and subcontractors.
• Bilingual (English/Spanish) is a plus for communicating with trade partners.

Competencies:

• This individual needs to be reliable, energetic and someone that the homeowners and service team can trust to see that calls are completed both timely and correct.
• This individual must be able to multi-task and possess effective communication skills.
• Strong organizational skills, attention to detail, and time-management ability to handle multiple projects and deadlines simultaneously.
• Proven problem-solving and troubleshooting skills, with sound judgment to balance customer satisfaction against contractual warranty obligations in gray-area situations.
• Able to remain poised and de-escalate conflict, handling escalated conversations professionally while maintaining firm, appropriate boundaries.
• Strong written and verbal communication skills. 

Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.