Who We Are

Join a team that puts its People First! First American's GO Title division provides global title and escrow production support across all channels within First American Title including the Mortgage Services, Commercial, Direct, and Agency divisions. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do

The Channel Production Manager provides leadership and ownership for all operational functions related to providing Title services to customers. This position will be responsible for production operations of a group supporting multiple counties, reporting to the Channel Director, and is accountable for an internal team of up to 30 employees, plus leads offshore production teams.

Essential Functions

• Has full supervisory responsibility for a staff. Delegates tasks, manages work flow and makes recommendations for staffing needs. Coaches and mentors staff, responsible for performance management. Assigns and directs work, monitoring progress and status of the assigned work.
• Drive the day to day operations of a business segment, including both onshore and offshore teams so that goals are met or exceeded. This position ensures organizational flexibility through cross-training objectives and continuously reviewing outsourcing volumes with off-shore operations. By establishing channel goals and objectives there is an opportunity to continuously lead, train, coach and manage performance of employees to ensure individual and team success.
• Work closely with our internal customers, ensuring customer service requests and problem resolution meet expectations. Engaging in a strategic partnership with our clients, this position will enhance customer service agreements, resolve issues and concerns, and develop and improve processes to increase efficiencies. Will strengthen our client relationships by working towards solutions, including soliciting feedback on team performance.
• In collaboration with the financial organization and Channel Director, will seek to constantly improve unit cost performance; analyze monthly P&L and unit cost data. Utilize available financial tools to provide direction to staff and make changes in operations that have positive impact on financial performance of the team(s).
• Challenges the team to think “outside the box” and works with them to effect change in the organization.

Job Complexities


Supervision Received or Extended

• Manages a team of subordinate managers and support staff
• Manages a large offshore team

Impact

• Cultivate business relationships with senior leaders to provide input on strategic business initiatives.
• Drive problem solving activities and make informed decisions to ensure the business segment produces product of high quality, low cost, and meets cycle time service levels agreed upon with the customer base.
• Works independently and make sound business decisions with minimal supervision.

Knowledge and Skills/Technology Used

• Excellent written, verbal and organizational skills; ability to present concepts and ideas.
• Effectively recognizes, analyzes and advises on complex production processes.
• Builds relationships and has the ability to be a strong contributing team member; ability to work effectively with all levels in the organization including both onshore and offshore teams.
• Strong attention to detail, establishing goals/priorities, and meeting deadlines.
• Superior analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
• Must have advanced skills in applying Microsoft Office tools (Excel, PowerPoint) to problem solving.

Typical Education

• Bachelor's degree or equivalent work experience

Typical Range of Experience

• 6+ years of directly related experience
• 5+ years of management and leadership experience
• Title insurance experi