Who We AreJoin 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 DoFirst American NCS is establishing the title insurance industry's first enterprise Quality Management System, a structured, data-driven capability to measure, benchmark, and continuously improve service quality across the transaction lifecycle. This is a greenfield initiative with executive sponsorship and strategic significance to the company's long-term differentiation.
The Manager of Quality Excellence will report to the VP of Strategic Operations and lead the design, launch, and maturation of this program. The role operates at the intersection of operations, data, and customer experience; working across underwriting, closing, IT/data, and sales to embed quality discipline into how the company delivers for its clients.
This is a leadership position for someone who builds. The program does not exist today. The right candidate will define it, stand it up, earn organizational buy-in, and deliver measurable results within the first year.
Architect and implement the enterprise quality metrics framework across operational performance, defect management, customer experience, and compliance
Establish a composite quality score and deploy it against at least one major title workflow within the first 12 months
Quantify the cost of poor quality using verified operational data, transitioning from estimates to evidence-based reporting
Deliver 2-3 measurable process improvements in Year 1 that validate the program's strategic and financial value
Design the reporting cadence and governance model that positions quality data as a decision-making input for senior leadership
Develop the multi-year maturity roadmap from internal measurement to client-facing quality transparency
Collaborate with data engineering and technology teams to source, normalize, and automate quality data collection at scale
Communicate findings and strategic recommendations to executive stakeholders with precision and business relevanc
Qualifications
3-5 years of progressive experience in quality management, operational excellence, or continuous improvement within title insurance, mortgage, banking, payments, or a comparable regulated industry
Proven ability to stand up and lead a new program or function end-to-end - from concept through execution and organizational adoption
Track record of driving continuous improvements that demonstrably reduced defect rates, rework, or cycle time while improving customer outcomes
Experience designing and deploying quality frameworks, scorecards, or composite performance metrics
Working knowledge of quality methodologies (Six Sigma, Lean, TQM, or equivalent) applied in operational - not purely academic - settings
Leadership competencies
Ability to implement new frameworks and tooling within complex, evolving environments where conditions are imperfect and momentum matters more than perfection
Demonstrated skill in building cross-functional alignment and securing buy-in from senior leaders across business lines
Capacity to navigate competing organizational priorities and deliver outcomes through influence and persuasion rather than positional authority
Executive presence and diplomatic judgment - able to negotiate, coach, and collaborate with stakeholders at all levels, including those with strong viewpoints and limited bandwidth
Communication style anchored in outcomes and business impact, not activity volume
The ideal candidate
Thrives in ambiguity and is motivated by the challenge of defining structure where none exists
Brings the intellectual rigor to build a credible program and the interpersonal skill to make an organization care about it
Operates with a sense of urgency and can keep pace with a leadership team that values directness, critical thinking, and bias toward action
Appreciates a thoughtful wine list and knows their way around a menu - but is equally at home at a dive bar where the best thing on tap is the conversation
This position will be accepting applications on an ongoing basis until the position is filled.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed.
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Pay Range: $112,400.00 - $149,800.00 Annually
This hiring range is a reasonable estimate of the base pay range for this position at the time... For full info follow application link.
First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.
