Manager of Quality Excellence (Remote)

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 of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.

What We OfferBy choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.