Director of Customer Operations   Employer: NVR Inc. Job Location: Reston , VA Cash Compensation: Industry Type: Home Builders Job Description: NVR Inc. is seeking a highly self-motivated individual to assume the position of Director of Customer Operations in our Corporate Office in Reston, VA. The candidate will be responsible for leading, designing, implementing, and supporting NVR’s Customer Service vision, strategy, processes and procedures, and performance measurement systems. This position requires strong leadership, strategic thinking, project management and implementation skills, data and process analysis, strong operational management/P&L experience and a broad understanding of “leading” customer service processes and technology solutions. Responsibilities: As Director of Customer Operations you will be responsible for: • Implementing the Customer Service vision and strategy across NVR, defining and integrating a common standard of Customer Service excellence. • Lead and develop standard processes and procedures across NVR that lead to customer service excellence and enhanced opportunity for referrals and future revenue. • Refining service performance metrics and management reporting, identifying and analyzing customer service trends, and communicating with appropriate internal and external business contacts to address opportunities for improvement. • Working with business area leaders and the other support groups (Information Technology, Human Resources, etc) to enhance systems which can lead to improved customer service. • Oversee transition to centralized call center and provide leadership for its startup. • Developing and monitoring ongoing training programs to support the Customer Service vision and strategy. Requirements: To be considered for the position of Director of Customer Operations, you should have: • 8+ years of relevant experience managing complex, multi group solutions (both process and systems) project from start-to-finish in a metrics driven environment. • Customer operations experience with demonstrated success in problem resolution at the supervisory or management level. Advanced knowledge of customer support functions and methodologies are preferred. • Strategic leader in an organization with a strong customer service culture. • Proven experience of developing and implementing a strategic vision. • Proven experience in process re-engineering and leading change management of core business functions and procedures. • Advanced critical / analytical thought process and innovative problem solving skills (ie. root-cause analysis). • Project management, facilitation, and coordination of multiple simultaneous projects. • Strong interpersonal, communication (oral and written), and presentation skills with ability to deal with business and technology. • Strong organizational skills and ability to multi-task in a dynamic environment where priorities change quickly. • Work effectively with executive level management and work within and/or manage cross-functional teams. • Operational experience managing a P&L strongly desired. • Education: A Bachelors degree. Advanced degrees or certifications are an advantage. When you work for an industry leader, we reward you with: • Excellent Salary Package • Outstanding Growth Potential (80% of our managers have been promoted from within) • Lucrative Profit Sharing/Employee Stock Ownership Plan • 401(k) • Medical Insurance • Dental Insurance • Paid Vacations and Holidays • Home Purchase Discount It takes a strong team to build a successful company and if you are interested in taking part in tough challenges to come up with smart solutions, NVR is the team for you. No Phone Calls Please We are an Equal Opportunity Employer Drug Testing, Background and Credit Check Required All applicants must be legally entitled to work in the United States, as NVR does not provide sponsorship of H1 visas. Company Description: NVR, Inc. (parent to Ryan Homes, NVHomes) is one of the largest homebuilding and mortgage banking companies in the nation. We are currently the most profitable US builder and we have generated the industry’s highest earnings per share growth rate over the last 10 years. Founded in 1948, the company has grown to over 2,500 employees operating in major cities in the eastern half of the United States. Over 250,000 homes built. The 9th largest homebuilder in the United States. A dominant homebuilder in all of our markets. Annual revenues exceeding $3 billion. One of the country's "Platinum 400" companies for the fifth consecutive year, as named by Forbes magazine. Plans to continue our aggressive growth.