Hybrid (3 days in Toronto office)
Customer Experience, Canadian Central Office
12 Month - Contract
Director, Customer Experience
Who We Are
Mattamy Homes is the largest privately owned homebuilder in North America, with 40-plus years of history across the United States and Canada. Every year, Mattamy helps more than 8,000 families realize their dream of home ownership. In Canada, our communities stretch across the Greater Toronto Area, as well as in Ottawa, Calgary and Edmonton.
What We Offer
Mattamy Homes Canada’s Customer Experience (CX) team is expanding as we continue striving to exceed our customer expectations and their evolving requirements. We have an exciting new 12 month contract opportunity for a detail oriented individual who is passionate about helping support initiatives that will keep us at the forefront of our competitors in the homebuilding industry. Reporting directly to the Director of CX, this is a high impact role where the successful candidate will be relied upon to analyze, track, and input data for various ongoing reports and projects across the Mattamy Homes Canada enterprise. A significant amount of this role will involve supporting our Regulatory Records & Warranty Manager on the vital process of enrolling all new homes in Ontario with the statutory Warranty program for homebuilding – HCRA and Tarion Warranty Corporation.
Working hand in hand with the other members of the CX team, and partnering with multiple stakeholders, you will have the opportunity to make an impact on Mattamy Homes Canada customer experience in the following areas:
Regulatory Records & Warranty Administration
Validating that data between Mattamy’s enterprise software aligns with Tarion’s BuilderLink portal
Consolidating monthly statements from Tarion and processing any outstanding fees
Help guide new construction projects through the HCRA licensing and Tarion enrolment process
Customer-Centric Reports and Support
Reporting related to various C SAT metrics, results, and indicators to all levels of the organization (Avid, Tarion, Online Reviews, Internal SLAs, etc.)
Responsible to maintain and audit data integrity for all related metrics
Administration duties related to our partnership with Avid Ratings, a 3rd party C SAT provider
What You Bring
Bachelor’s degree (or equivalent) and a minimum of 2 years of related work experience
Intermediate knowledge of Microsoft Office Suite products (in particular, Excel)
Previous experience with journal entries for payment purposes and some account payable experience
Proven experience working in fast paced, agile environment
Strong verbal and written communication skills
Ability to research, analyze and document findings as required
Proven attention to detail and ability to take initiative as required
Strong organization skills and ability to prioritize time-sensitive tasks as required
Health & Safety
We are doing our part to safeguard your health and taking extra steps to reduce the spread of COVID-19. All work sites and premises will allow for required physical distancing requirements, and new routines and resources such as hand sanitizer, antiseptic wipes, masks, or other protective equipment.
Vaccination is the single best protection against COVID-19 for us as individuals and our communities and is vital to maintaining our commitment to health and safety. The successful applicant will be required, as a condition of employment with Mattamy, to provide Mattamy with proof that they have received the full series of a COVID-19 vaccine (or combination of vaccines) authorized by Health Canada, subject to accommodations required under applicable human rights legislation.
At Mattamy, we are passionate about creating and promoting a diverse and inclusive environment where everyone can do their best work. Diversity and inclusion are important aspects of the work we do to support our homebuyers, colleagues, and communities. We offer a workplace that allows our employees to experience exciting possibilities in their career including continuous learning, opportunity for growth, competitive compensation, and a comprehensive benefits package.
When you’re part of the Mattamy family, your day to day work has an incredible impact. What we do takes teamwork, and everyone pulls together to give our very best. With a focus on continued growth and industry leadership, exciting career possibilities are waiting for you at Mattamy. Based on the culture we pride ourselves on, we’ve been recognized with external awards as well. Some of our most recent recognition includes:
Canada’s Best Managed Companies (2020)
Canada’s Top 100 Employers (2020 & 2019)
Greater Toronto’s Top Employers (2021, 2020 & 2019)
Canada’s Most Admired Corporate Cultures (2017)
Canada’s Best Managed Companies for 2020
Canada’s Top 100 Employers for 2020 & 2019
Greater Toronto’s Top Employers for 2021, 2020 & 2019
Canada’s 10 Most Admired Corporate Cultures for 2017
We have big plans for our business and our team. Be part of our ambitious future!
Mattamy Homes is committed to providing accommodation for people with disabilities. If you require accommodation through any aspects of the selection process, please notify us and we will work with you to meet your needs.
Qualified applicants will be contacted directly by the Talent Acquisition team.