351 King St E, Toronto, ON M5A 1E8, Canada

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 Outstanding 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

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.

351 King St E, Toronto, ON M5A 1E8, Canada

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📌 Director, Customer Care (Ontario)
🏢 Great Gulf Group
📍 Ontario