Clayton is a leading single-family, values-driven home builder dedicated to attainable housing, sustainable practices and creating a world-class experience for customers and team members. Our company portfolio includes a broad offering of attainable housing, and as a vertically integrated home builder, we are uniquely positioned to serve customers through every stage of the homeownership journey – building, selling, financing, and insuring homes. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance.
Position Summary: The Director of Customer Care is a visionary leader committed to elevating the post-purchase homeowner journey and driving the organization toward higher standards of excellence. With a growth mindset and a passion for transformational change, this leader leverages technology, data, and insights to shape a differentiated Care experience that sets Clayton apart as the most trusted single-family home builder. By inspiring teams, strengthening retailer and homeowner relationships, and championing innovation, the Director of Customer Care ensures every interaction reinforces trust, confidence, and long-term brand loyalty.
Duties/Responsibilities:
• Provide strategic leadership and support for home office operations, including analytics, reporting, training, knowledge base content development, and cross-functional ad hoc requests.
• Oversee the audits of Customer Care teams to ensure compliance with all policies, procedures, and regulatory requirements.
• Lead and mentor a team of Care Managers with a deep understanding of daily Care operations, including customer service request management, warranty bill-back processes, facility service coordination, and independent contractor engagement.
• Deliver consistent communication, coaching, and performance feedback across all Care teams, ensuring interactions with homeowners, retailers, facility staff, and internal stakeholders are professional, ethical, and informed.
• Manage onboarding and ongoing development for new and existing Care Managers through structured training schedules and in-person learning opportunities.
• Partner closely with the Technology team to evaluate system performance, identify opportunities for platform and workflow enhancements, and support implementation of technology-driven improvements that elevate the homeowner and retailer experience.
• Champion exceptional customer satisfaction through meticulous attention to detail, clear communication, technical knowledge of home components, and a strong sense of urgency.
• Ensure adherence to all Clayton Home Building Group’s policies and procedures.
• Collaborate with QA teams and regulators to ensure homes meet all requirements under 24 CFR Part 3280 and approved DAPIA documentation.
• Maintain expert-level knowledge of federal processes and requirements under 24 CFR Part 3282 (including Subparts I and F), and provide training and guidance to Home Building Facilities and Home Office teams.
• Partner with Legal to mitigate potential legal risks and financial exposure.
• Enforce compliance with DOT Federal Motor Carrier Safety Regulations and internal policies related to independent contractor management.
• Conduct annual compliance and regulatory audits, delivering training and sharing best practices across all Care locations.
Qualifications
• 4 year degree with at least 6 years of related experience, or 10 years of experience in the manufactured home building industry or a closely related field.
• Advanced computer proficiency, including MyHome Service platform expertise (Workflow, Dispatch, Partner Portal, MyHome App) and strong working knowledge of Microsoft Word, Excel, and Outlook.
• Exceptional communication skills, with the ability to interpret policies and technical documents; write clear reports and correspondence; and communicate effectively across all organizational levels.
• Proven leadership experience, including managing large, diverse teams and driving continuous improvement in customer experience and operational performance.
• Advanced analytical ability, including the use of Data Envelopment Analysis (DEA)/Tableau data to identify trends, conduct root cause analysis, and improve home quality.
• Strong reasoning and problem-solving skills, with the ability to interpret instructions, prioritize competing demands, and make sound decisions that support organizational success.
• Data-driven mindset with the ability to interpret business models, identify improvement opportunities, and support strategic planning.
• Excellent interpersonal and phone communication skills, with the ability to engage professionally with customers, peers, leaders, retailers, and regulatory partners.
• Ability to travel up to 50%, including visits to customers, HBFs, and industry events.
Why Clayton?
Full-time team members have the flexibility to create their own health, dental, and vision benefits package. Clayton provides competitive 401K programs, including investment options and company matching for full and part time team members after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more.
As part of Clayton’s commitment to Opening Doors to a Better Life, Clayton is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program.
At Clayton, we encourage holistic wellness with physical, nutritional, social, financial, spiritual and occupational programs available online or in-person for team members.
Clayton is committed to creating an inclusive workplace. Clayton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Business Unit - B00018
Clayton Manufacturing