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Great Gulf

Director, Customer Care

Toronto, ON, Canada

Pay Range: $100,000 – $125,000 · Full-time

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Job details

Pay: Pay Range: $100,000 – $125,000
Job type: Full-time
Apply by: Oct 17, 2026
Experience: 10+ years of experience in customer care or warranty management within the Ontario residential construction industry
Posting language: English
Posted: Jul 24, 2026

Original job description

Great Gulf is seeking a Director, Customer Care in Toronto, Ontario to lead and elevate our approach to homeowner care across our residential portfolio, with a strong focus on low-rise communities (single detached, semi-detached, and townhomes).

This role is responsible for delivering a best-in-class customer journey – from purchase through post-occupancy – ensuring our commitment to quality, design, and community is reflected at every stage of the homeowner experience.

Operating within Great Gulf’s fully integrated development platform, including its proprietary Dynamic Builder system, this role offers a unique opportunity to drive alignment between construction delivery and customer care, enhancing quality, efficiency, and overall homeowner satisfaction.

Key Responsibilities

Leadership & Team Development

Lead, mentor, and develop the Customer Care team, fostering a culture of accountability, responsiveness, and service excellence
Establish clear performance expectations, KPIs, and service standards
Provide oversight of all customer care functions across projects, ensuring consistency and quality of service delivery
Build and optimize team structure, workflows, and resource allocation to support a growing low-rise portfolio

Customer Experience & Escalations

Oversee the end-to-end homeowner journey, from purchase through post-occupancy
Act as the primary customer liaison for escalated or complex homeowner matters
Manage escalations professionally, turning challenging warranty situations into positive customer outcomes
Drive improvements in customer satisfaction metrics (e.g., Avid Ratings or equivalent)

Warranty, Compliance & Delivery

Oversee and ensure compliance with TARION warranty requirements, including PDIs, 30-Day, Year-End, and Second-Year forms, and conciliation processes
Ensure alignment with HRCA regulatory requirements and evolving industry standards
Provide oversight of deficiency management, including identification, tracking, scheduling, and resolution
Apply working knowledge of the Ontario Building Code as it relates to deficiencies and warranty obligations

Dynamic Builder Integration

Oversee the Customer Care module within Great Gulf’s Dynamic Builder platform, ensuring accurate tracking of deficiencies, service requests, and homeowner interactions
Partner with Construction teams operating within Dynamic Builder to align construction delivery, quality standards, and customer care outcomes
Leverage platform data to identify trends, monitor trade performance, and improve service delivery

Cross-Functional Collaboration

Work closely with Construction, Sales, Development, and Legal teams to ensure a seamless transition from construction to occupancy
Collaborate with site supervisors and trade partners on deficiency resolution and scheduling
Partner with Sales teams on closing coordination and homeowner expectations
Engage Legal counsel on escalated claims, conciliations, and risk management as required

Operations & Continuous Improvement

Build and refine processes for scheduling, deficiency tracking, trade coordination, and resolution timelines
Implement and optimize homeowner portal systems (e.g., Avid, NewStar, or similar platforms)
Standardize best practices across projects to ensure consistency and efficiency

Reporting & Performance Management

Track and report on key metrics, including open deficiencies, response times, trade performance, customer satisfaction, and TARION conciliations
Provide regular updates to senior leadership on trends, risks, and opportunities
Use data-driven insights to inform decision-making and continuous improvement initiatives

Education, Experience, And Qualifications

10+ years of experience in customer care or warranty management within the Ontario residential construction industry
Minimum 5 years in a leadership role managing customer care teams
Direct experience with low-rise residential product (single detached, semi-detached, townhomes) is essential
Strong knowledge of TARION Warranty Corporation processes, including PDIs, 30-Day, Year-End, and Second-Year forms, and conciliation management
Familiarity with HRCA requirements and Ontario regulatory environment
Working knowledge of the Ontario Building Code as it relates to deficiencies and warranty work
Proven experience managing teams of coordinators, technicians, and trade partners
Experience implementing and optimizing customer care systems and homeowner portals (Avid, NewStar, or similar)
Demonstrated ability to improve customer satisfaction metrics and manage escalations effectively
Strong communication, stakeholder management, and reporting skills
Ability to operate cross-functionally with Construction, Sales, and Legal teams
Highly organized with a data-driven and process-oriented mindset
We’re embracing AI across our business. You don’t need to be an expert, but curiosity and hands-on experience with AI tools will be viewed as a real plus

Physical Requirements

Ability to travel to project sites, presentation centres, and meeting locations as required

Compensation

Pay Range: $100,000 – $125,000

Vacancy Status

Replacement

Why Join Great Gulf?

Opportunity to work for a leading real estate development company
Exciting projects and challenging opportunities to develop high-profile residential, commercial, and mixed-use developments
Competitive salary and benefits package
Dynamic and collaborative work environment
Commitment to sustainability and social responsibility

Interested?

We encourage you to apply even if you don’t meet every qualification. If you’re the right candidate, we’ll support your growth and help you learn along the way.

Apply today and help us build what’s next.

Great Gulf Group of Companies is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, Indigenous Peoples, and persons with disabilities. As per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA), Great Gulf Group of Companies will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise Human Resources.

To be eligible to apply for this position you must be legally entitled to work in Canada. We do not accept international applicants without a valid work permit. We thank all applicants for their interest. Only successful candidates will be contacted.

Please note that all hiring decisions are made directly by our team. We do not rely on automated AI screening tools in our recruitment process.

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More about this job

Responsibilities

Lead the Customer Care team and oversee the homeowner journey, warranty compliance, escalations, deficiency resolution, and customer care operations across Great Gulf’s low-rise residential portfolio. Coordinate with Construction, Sales, Development, Legal, and trade partners, using Dynamic Builder and performance data to improve service quality, efficiency, and homeowner satisfaction.

Requirements

Requires 10+ years of customer care or warranty management experience in Ontario residential construction, including at least five years in a leadership role and direct experience with low-rise homes. Candidates should have strong knowledge of TARION processes, familiarity with HRCA requirements and the Ontario Building Code, and experience managing teams, escalations, customer care platforms, and cross-functional relationships.

Skills

Customer Care Leadership
Warranty Management
Team Development
Escalation Management
TARION Compliance
HRCA Requirements
Ontario Building Code
Deficiency Management
Dynamic Builder
Customer Care Systems
Avid Ratings
NewStar
Cross-Functional Collaboration
Performance Reporting
Process Improvement

Benefits

Competitive Salary
Benefits Package

Visa sponsorship

Not detected in the job text

Keywords

Residential Construction
Low-Rise Residential
Customer Care
Warranty Management
TARION Warranty Corporation
PDIs
30-Day Forms
Year-End Forms
Second-Year Forms
Conciliation
HRCA
Ontario Building Code
Dynamic Builder
Avid Ratings
NewStar
Deficiency Management
Homeowner Portal
Trade Partner Coordination
Customer Satisfaction Metrics
Escalation Management
Construction Delivery
Performance KPIs
Process Improvement
AI Tools

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