When it comes to forward-thinking homebuilding and thoughtfully planned communities, Canadians think of Mattamy Homes. And that success is centred on a foundation of great people, because our team is as solid as they come. At Mattamy, we are optimistic, hardworking and supportive. Together we learn and grow as we strive to create a positive impact in the homebuilding industry. Contributing to the Mattamy Way means being surrounded by caring people who encourage you to be exactly who you are. It means your opinion is invited and your contributions count. And it means a career filled with pride, knowing you’re part of an environmentally-conscious, action-oriented organization with big plans for the future. The opportunity to bring the future of living to homeowners based on what Canadians value is exciting – and we’re making it happen.

Learn more about what makes working at Mattamy special and our award-winning culture.

What we offer

The Manager, Home Delivery Experience plays a pivotal role in ensuring the highest standards of home quality and customer satisfaction throughout the homebuilding process. This role is responsible for centralizing, scheduling, and standardizing the Division’s Quality Assurance (QA) Pre-Delivery Inspection (PDI) and Home Delivery processes, along with reporting standards, across multiple platforms including Microsoft Dynamics CRM, Excel, and AVID Ratings.  This role will drive consistent, industry-leading home delivery and customer experience at every stage of the building process across the Greater Toronto Area.

As the Manager, Home Delivery Experience, you will lead efforts to align these critical processes, driving consistency and excellence in home delivery and customer experience. Your expertise will ensure that every home we deliver meets industry-leading standards and exceeds customer expectations.

What you’ll do

• Lead and Develop: Lead a team of New Home Specialists by setting department goals and KPIs in collaboration with the Senior Manager, Customer Care, and VP, Customer Experience & Business Process.
• Collaborate and Innovate: Work closely with departments such as Construction, Purchasing, and Warranty to provide feedback and develop measurement tools for addressing construction and trade-related quality issues.
• Enhance Processes: Leverage tools and systems (Microsoft Dynamics CRM, BuildPro, JDE, Excel, AVID Ratings) to rethink, design, and transform existing Quality Assurance and PDI procedures, incorporating a customer-centric focus at every stage.
• Quality Improvement: Address common deficiencies by creating targeted programs and conducting regular quality inspections and training sessions (monthly and quarterly as needed).
• Streamline Reporting and Process Improvement: Oversee the accurate and timely reporting of all Operational Customer Experience metrics (QA readiness, QA items, PDI items and sign-offs), while continuously evaluating and improving reporting processes. Streamline data collection and analysis to identify trends, drive operational efficiency, and enhance customer satisfaction.
• Optimize Scheduling and Management Tools: Oversee the scheduling of QA inspections, PDIs, and home delivery appointments across the GTA, while developing tools to manage multiple schedules and appointments, optimizing the home delivery process.
• Customer Support: Manage and support homeowner escalations as needed, ensuring issues are resolved efficiently and to the customer's satisfaction.

What you bring

• Minimum of 5 years’ experience in the homebuilding industry, with a strong understanding of the homebuilding process and the importance of QA and PDI.
• A customer-centric mindset, with a passion for delivering exceptional experiences.
• Advanced leadership skills, with the ability to train, manage, and mentor staff effectively.
• Expertise in creating dashboards and generating reports across various software platforms.
• Proficiency in Excel, with the ability to manage complex data and reporting.
• Highly organized, with the ability to manage multiple projects and priorities simultaneously.

• Independent and trustworthy, capable of taking initiative and making decisions confidently.
• Team-oriented and supportive, fostering a collaborative work environment conducive to working cross-departmentally with internal and external stakeholders.
• Passionate about construction quality and continuous process improvement.

Bonus points

• Tarion experience / familiarity
• Knowledge/experience in programs such as BuildPro, JDE, Microsoft Dynamics CRM, etc.)

We encourage applicants who meet most of the role requirements to hit that submit button and apply! It’s okay if you don’t have 100% of the requirements. If you’re the right candidate, we’ll help you learn and grow.

Who we are

Mattamy Homes is the largest privately owned homebuilder in North America, with 40-plus years of history across Canada and the United States. 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.

Be yourself. We want it that way.

At Mattamy, we're passionate a​b​​out creating and promoting a diverse and inclusive environment where everyone ​can do their best work.  Diversity and inclusion are important to the work we do to support our homebuyers, colleagues, and communities. From how we build our teams to cultivating our leaders, we're on a journey toward a welcoming, barrier-free culture for everyone. ​​​​

Mattamy Homes Canada is committed to providing accommodation for people with disabilities. If you require accommodation through any aspects of the selection process, please notify us on your application and we will work with you to meet your needs.

Qualified applicants will be contacted directly by the Talent Acquisition team.