Customer Care Manager

Location

Calgary – 4906 Richard Road SW

Business

As part of Brookfield Asset Management — one of the largest alternative asset managers in the world — we harness our resources to bring a fresh approach, unparalleled creativity, relentless innovation, and sound ESG practices to the planning, development, and management of buildings everywhere. From offices, retail spaces, and logistics facilities to multifamily residences, hospitality establishments, and mixed-use structures — we are reimagining real estate from the ground up.

We redefine how home and life come together for over 60 years. At Brookfield Residential, a leading North American land developer and homebuilder within the Brookfield Properties family, we have had one goal in mind – to create the best places to call home. From the development of award-winning vibrant communities to the building of well-designed homes and commercial properties, we are committed to cultivating exceptional life experiences for our customers, partners, employees, and members of the community. Learn more.

If you’re ready to be a part of our team, we encourage you to apply.

Job Description

Your Team

The Customer Care Manager leads the Customer Care Coordinator and Technician teams, ensuring top-tier post-possession service for Brookfield Residential homeowners. This role emphasizes customer satisfaction, compliance with Alberta’s New Home Buyer Protection Act, and alignment with Brookfield’s “customer for life” philosophy and corporate values.

Your Key Deliverables

• Lead the post-possession quality assurance program, coaching the team to deliver an exceptional homeowner experience.
• Address customer escalations, manage team capacity, and oversee departmental budgets.
• Hire, train, and performance-manage staff to achieve departmental goals and annual targets.
• Collaborate with key trade partners to ensure timely resolution of deficiencies.
• Oversee and respond to Avid survey feedback, implementing continuous improvements to elevate satisfaction scores.
• Address complex warranty challenges, implementing new customer experience programs to enhance homeowner satisfaction.
• Mediate and resolve homeowner disputes, collaborating with team members and trade partners as needed.
• Coordinate with internal departments to drive process improvements, align on shared objectives, and support strategy execution.
• Review customer-facing documents with marketing and media teams to maintain brand consistency and relevancy.
• Track and report on key performance metrics, preparing summaries for senior leadership on a regular basis.
• Organize regular training sessions for team members, including intercompany programs and external customer care workshops.
• Guide new hires and ensure execution of existing customer experience programs.
• Identify and address recurring issues by working with Construction and Production Managers on proactive resolutions.

Must Haves

• Diploma or degree in business, sales, or customer service, or equivalent experience.
• 5+ years in a managerial role, ideally in construction or real estate.
• Proven skills in leadership, customer service excellence, communication, and time management. Strong organizational and IT proficiency.

Your Opportunity

We are proud to offer our employees what they value most:

• Competitive compensation
• Excellent extended medical, dental and vision benefits beginning day 1
• RRSP program, contributions begins day 1
• Career development programs
• Paid Volunteer Hours
• Paid parental leave
• Family planning assistance including IVF, surrogacy and adoptions options
• Wellness and mental health resources
• Pet insurance offering
• A culture based on our values of Passion, Integrity and Community

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We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.

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