Operations Manager

Who We AreServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. 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 ten 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.

What We DoOversees a team or multiple small teams, ensuring smooth delivery of processes and services while building team capability. Focuses on execution, compliance, and continuous improvement.

HOW YOU'LL CONTRIBUTE

• Manages and sets priorities of the daily operations of a large functional area or department.
• Manages a group of professionals (typically skilled exempt and non-exempt level employees) who have responsibility for operations and project outcomes. Provides direct and indirect supervision of teams.
• Contributes to project reviews and approves detailed designs and cost estimates for projects. 
• Participates in long-range departmental planning and provides input to operational decisions and to clarify or modify project plans, and/or schedule requirements.
• Writes and conducts employee performance reviews and provides ongoing performance feedback through coaching.  Makes hiring and compensation recommendations.  May get input from Senior Management/Executive Management.

WHAT YOU'LL BRING

Required Education, Experience, Certification/Licensure

• Bachelor’s degree or equivalent combination of education and experience
• 5-7 years of directly related experience
• 3-5 years demonstrated experience in a supervisory or management role
• Demonstrated success establishing, leading and maintaining effective working relationships at the Middle Management level

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Successful track record designing, developing, and executing complex projects in area of functional expertise.
• Ability to establish and maintain effective working relationships at the Management level across functional groups and business units. Adeptness to influence the thinking of, or gain acceptance from, others in sensitive situations, using influence and preventing damage to the relationships.
• Strong capacity to communicate the function’s vision and the department’s direction and set aligned goals.  Provides resources and creates systems to measure results.  Familiar with competitor, financial and industry dynamics.
• Actively recruits, retains and develops talent and holds employees accountable for results. Leads change, manages conflict and fosters collaboration.
• Drives and models customer loyalty, manages customer expectations, solicits customer feedback and ensures commitments are met.
• Provides others with reliable information and delivers informative and persuasive presentations. Uses good listening skills and negotiates effectively.
• Collaboratively engages with leaders to create, identify, and implement solutions to further effectiveness of the business.
• High level of business acumen, strategic agility, ability to develop others, and influence change.

Complexities & IMPACT

• Works on a diverse range of problems of moderate scope where analysis of situations or data requires evaluation of a variety of factors and an understanding of current business and trends.
• Exercises judgment within generally defined practices and policies in determining objectives and approaches to project completion.
• Erroneous decisions or failure to achieve goals results in additional costs and personnel, and serious delays in overall schedules.

SUPERVISION received OR EXTENDED

• Manages work activities and operations of a functional area or department.
• Typically provides direct supervision to non-exempt and exempt employees.
• Provides input to and may develop operational plans.  Works with senior management to ensure that plans are integrated with broader strategies.
• Receives assignments in the form of objectives, establishes goals, and assigns resources to meet schedules and goals.
• Work is reviewed in terms of meeting product, project, quality, or operational objectives, schedules, and/or budgets.
• Receives assignments in the form of objectives, establishes goals, and assigns resources to meet schedules and goals.
• Work is reviewed in terms of meeting product, project, or operational objectives, quality, schedules and budgets.

Pay Range: $85,000.00 - $113,300.00 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.
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 celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also 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.