National Online Sales Concierge Manager

D.R. Horton, Inc., the largest home builder in the U.S., was founded in 1978 and is a publicly traded company on the New York Stock Exchange. It is engaged in the construction and sale of high-quality homes designed principally for the entry-level and first time move-up markets. The Company also provides mortgage financing and title services for home buyers through its mortgage and title subsidiaries.

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D.R. Horton, Inc
. is currently looking for an National Online Sale Concierge Manager
. The right candidate is responsible for building and leading the centralized national Online Sales Concierge (OSC) function to deliver consistent, high-quality digital customer service experiences across all markets. This role drives hiring, training, onboarding, and performance excellence for the national OSC team while maintaining strong alignment with field operations.

• Build, lead, and manage a centralized national Online Sales Concierge team
• Establish the Online Sales Concierge function by defining service standards, operating models, workflows, and best practices
• Partner with Corporate Marketing Strategy and Marketing Technology teams to align digital campaigns, lead routing, customer engagement tools, and performance metrics
• Collaborate with regional and division leadership to support market-specific needs, expansion efforts, and demand fluctuations while maintaining national consistency
• Oversee OSC hiring, training, onboarding, and ongoing development to ensure readiness, scalability, and service excellence
• Manage national campaigns by forecasting demand, adjusting staffing models, and coordinating surge support to maintain service levels and response times
• Monitor customer experience, conversion performance, and operational KPIs, using insights to drive continuous improvement and optimization
• Develop and maintain clear communication frameworks, playbooks, and reporting to ensure transparency, alignment, and best practice sharing across the organization
• Support change management initiatives related to new tools, processes, or customer engagement strategies impacting online sales and concierge operations
• Contribute to long-term strategy and planning for digital customer engagement, online sales support, and scalable service delivery models
• Conduct all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company
• Ability to travel overnight

• May have supervisory responsibilities

• Bachelor’s degree in Marketing, Business, Communications, or a related field, or equivalent professional experience
• 5+ years of experience in customer experience, online sales, contact center, digital engagement, or related functions
• 2+ years of experience leading or managing teams, programs, or centralized operations
• Experience leading national or multi-market customer engagement or concierge teams
• Champions a customer-first mindset and consistently drives service quality, responsiveness, and satisfaction
• Translates strategy into scalable operations, balancing national consistency with market-specific needs
• Ability to apply common sense understanding to carry out instructions furnished in written oral form or via DRH applications
• Ability to sit for majority of 8-hour workday; use hands and fingers to handle or feel; reach with hands and arms; talk and hear. Specific vision abilities required by this job include close vision and peripheral vision
• The noise level is generally moderate

• Background in digital marketing, lead management, CRM, or marketing technology platforms
• Experience supporting growth, market expansion, or high-volume campaign environments

Come join a winning team with a Fortune 500 company! We are growing fast and are looking for enthusiastic attitudes and team players to join our success. We offer an excellent benefits package including:

• Medical, Dental and Vision
• 401(K)
• Employee Stock Purchase Plan
• Flex Spending Accounts
• Life & Disability Insurance
• Vacation, Sick, Personal Time and Company Holidays
• Multiple Voluntary and Company provided Benefits