Head of Client Support Services

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Residential Operations Leader

Full-time Regular Portage, MI, US

The Residential Operations Leader is an enterprise-focused executive responsible for the full lifecycle performance of the Residential Group’s communities and homes, from infrastructure delivery through homebuilding and post-close homeowner service. This leader ensures land development, construction, project management, procurement, and customer care operate as a coordinated, outcome-driven production system, delivering on safety, quality, cost, schedule, and homeowner satisfaction.

Reporting to the President and serving on the Residential Group Leadership Team, this leader partners closely with Development, Sales & Marketing, Design, Finance, and HR to optimize production flow, capacity, and gross margin performance across multiple communities. Success comes from aligning horizontal and vertical delivery, building disciplined operating systems, leveraging data, and driving continuous improvement, innovation, and financial discipline.

Integrated Community Delivery

Lead end-to-end delivery of communities, ensuring seamless alignment from infrastructure to home completion and warranty.

Optimize lot release pacing, home starts, and production flow for predictable schedule and cost performance.

Ensure projects are delivered on-time, on-budget, and achieve targeted gross margins through disciplined cost management, accurate estimating, and proactive risk mitigation.

Oversee horizontal construction: grading, utilities, roads, stormwater systems, and site improvements.

Manage sequencing, budgets, and schedules to support vertical construction and production targets.

Apply lean principles to reduce delays, cost overruns, and rework, while maintaining safety and quality standards.

Direct field execution of all homes, ensuring compliance with safety, quality, and installation standards.

Oversee inspections, mockups, and close-out processes to reduce variability and defects.

Drive innovation in construction methods, materials, and tools to enhance productivity and homeowner experience.

Monitor labor, material, and subcontractor costs to ensure adherence to budget and margin objectives.

Project Management & Governance

Lead project management for infrastructure and vertical programs, ensuring schedule reliability, budget control, and risk mitigation.

Maintain portfolio-level visibility into production metrics (linear scheduling, critical path, releases, home starts, cycle times, completions), capacity, and financial performance.

Establish governance frameworks that support operational clarity, accountability, and continuous improvement.

Identify opportunities for process improvement and innovative sourcing strategies to increase efficiency, throughput, and profitability.

Customer Care & Warranty Performance

Drive homeowner satisfaction and post-close service excellence.

Use warranty and service data to implement continuous improvement initiatives and inform upstream operational decisions (e.g., warranty performance tracking, defect trend analysis).

Ensure close-out practices minimize long-term service exposure while protecting financial outcomes.

Bachelor’s degree in Construction Management, Engineering, Architecture, Business, or related field.

15+ years of residential construction and operations experience, including 10+ years in senior leadership across multiple functions (construction, PM, procurement, operations, customer service).

Proven experience managing multi-community delivery portfolios with 30+ direct and indirect reports.

Strong expertise in construction financials, estimating, procurement, scheduling, and operational risk management.

Proficiency with construction management platforms, ERP/reporting tools, and familiarity with regional permitting processes, utilities coordination, and municipal interfaces.

LEADERSHIP QUALITIES & COMPETENCIES

Operational Excellence: Builds disciplined systems that ensure safety, quality, cost control, schedule adherence, and reliability delivery.

Financial Stewardship: Data-Driven Decision Making: Uses analytics and leading indicators to anticipate risk, optimize costs, and improve outcomes.

Navigates complexity, growth, and market shifts with clarity and confidence.

This role operates across office and field environments and includes regular travel to active communities and construction sites. Responsibilities include walking job sites, navigating uneven terrain, reviewing plans and reports, communicating with clients and trades thus requiring utmost presence and professionalism, and occasional lifting of materials or documents up to 25 pounds. Exposure to outdoor weather conditions, construction noise, and typical jobsite hazards is expected, with appropriate safety equipment provided.

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