ManpowerGroup Vice President of Construction and Customer Service in Fairfield, California
About KB Home
KB Home (NYSE: KBH) is one of the largest and most recognized homebuilders in the United States and has been building quality homes for over 60 years. Today, KB Home operates in 38 markets across eight states, serving a wide array of buyer groups. What sets us apart is giving our customers the ability to personalize their homes from homesites and floor plans to cabinets and countertops, at a price that fits their needs. And as the first builder ever to make every home we build ENERGY STAR® certified, KB Home is able to not only design thoughtful living spaces but ones that lower the cost of homeownership. We also work with our customers every step of the way, building strong personal relationships so they have a real partner in the homebuying process and the experience is as simple and easy as possible. Learn more about how we build homes built on relationships by visiting kbhome.com.
JOB SUMMARY: Set overall strategy and vision for operations team (Construction and Customer Service) by utilizing market knowledge and supporting current business plan. Meet or exceed all established operations goals to meet division business plan goals, while ensuring all company processes are followed and customer service standards are achieved. Manage and coordinate the operations teams to ensure they are set up for success through oversight of recruiting, training, retaining & developing successful employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Strategic Vision and Business Operation Goals - Establish weekly, monthly and quarterly operations goals in support of the Division business plan. Provide regular updates to senior leadership on operations goals in terms of the achievement/progress via community scorecard metrics or other tools. Review all relevant Division/Company reports to increase CSI and Cycle Time. Exhibit strong collaboration with all functional departments, including architecture and sales, to achieve operations and overall business goals. Strategic involvement in setting Division pricing, product mix, market analysis, new community openings, and community involvement. Provide leadership oversight and guidance with direct reports to achieve goals.
Performance Management - Recruit, hire, and retain operations professionals through proper coaching and performance management on scorecard metrics. Establish performance goals for the operations departments and continuously monitor. Ensure direct reports are properly managing performance and development of operations personnel, including, but not limited to the completion of performance reviews, development plans for bench players, and potential Performance Improvement Plans for employees showing negative trending performance. Timely completion of all performance management processes for direct reports. Works with HR Compensation to ensure compensation plans are effective to attract and retain top sales talent.
Training & Development - Identify team performance gaps and development areas, and offer solutions to narrow the gap. Ensure all individual required training is completed, with a heavy emphasis on the KBnxt Business Model and supporting processes. Provide leadership supervision in the development and execution of customized training and improvement processes for operations functions. Conduct regular staff and team meetings to discuss goals and strategy, celebrate successes, and share best practices.
Customer Service - Ensure 100% customer satisfaction through excellent execution of the KBnxt business model. Ensure all CSI (Customer Service Index) and JDP (JD Power) standards are followed. Lead by example in working with various other internal departments to resolve challenging customer service related issues timely. Ensure all prospects and existing customers are called on a regular basis. Must be knowledgeable of market, industry trends, competitors and demographics to be successful in setting overall operations and customer strategies.
Project Management - Conduct regular competitor and market analysis staying abreast of all market and industry trends and issues. Involved in special projects that may include land packages, product specification, house/lot design, options packages and any other relevant project that will increase profitability for the company.
High School degree or equivalent required
Four-year College Degree highly preferred
Homebuilding, residential real estate, or related industry background required
12+ years of proven construction, customer service, and/or purchasing experience
7+ years of prior multi-site or regional management experience
Strong customer service experience driving exemplary CSI/JDP scores
Proven experience in developing and executing tactical sales plans
Prior telephone sales management knowledge
Understands market place and industry trends
Proven negotiation skills in a sales setting, and prior experience coaching others in the art of negotiation
Ability to create and deliver presentations to small and large audiences
Strong verbal and written communication, with the ability to take complex concepts and communicate succinctly and accurately
Strong ability to work within a team-setting, inclusive of other's ideas
Excellent organizational and project management skills
Conflict and Change Management skills
Strong Business Acumen
Demonstrated leadership abilities, including strategic planning, being results oriented, and a strong team motivator
Consistent ability to work evenings, weekends and holidays
Travel required within designated region
Conduct business in a professional and ethical manner to trade partners, vendors, government officials, and KB colleagues to reinforce goodwill and profitability for the company
Find out why KB Home is attracting and retaining the best employees! If you are interested and qualified, please apply now. KB Home provides above average compensation packages and earnings potential, full benefits, an outstanding 401K matching program, bonus plans and amazing promotional opportunities. KB Home is an equal opportunity employer committed to hiring a diverse work team. Diversity is important to KB Home!
This position is being recruited by ManpowerGroup Talent Solutions RPO, on behalf of KB Home. Qualified candidates are encouraged to apply.
ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.