Print Correspondence Leader

Who We Are

ServiceMac 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 Do

Print Vendor & Correspondence Operations Leader is responsible for the strategic oversight, governance, and performance management of all print vendors, correspondence programs, quality control operations, and client-related communications. This role leads a cross-functional team (onshore and offshore), ensures regulatory and SLA compliance, drives operational excellence, and serves as the primary escalation point for all print correspondence matters. This role serves as the operational and strategic leader for all print correspondence programs, ensuring regulatory compliance, vendor excellence, and superior client delivery while building scalable processes that support growth and innovation.

WHAT YOU'LL DO

Vendor Oversight & Governance

• Provide end-to-end oversight and relationship management for multiple print vendors and platforms. 

Responsibilities include:

• Managing vendor priorities and release schedules.
• Partnering with documentation program managers to prioritize monthly change requests.
• Reviewing and approving quotes/estimates for program changes.
• Reconciliation of the multiple print vendor invoices and validating accuracy. 
• Ensuring timely and accurate execution of print, mailing, and document change initiatives.
• Serving as escalation point for vendor performance or service issues.

Team Leadership & Talent Development

• Lead and develop a high-performing team of both onshore & offshore employees.

Onshore Team Management:

• Conduct weekly 1:1 meetings.
• Facilitate weekly team huddles.
• Provide coaching, performance feedback, and career development planning.

Offshore Quality Control Oversight:

• Oversee offshore QC team.
• Ensure quality standards are consistently met prior to production.
• Drive continuous improvement in QC processes and error prevention.

Performance Monitoring & Operational Excellence

• Oversight for the completion of Control warning reports and required proactive actions to ensure adherence to regulatory and compliance requirements. 
• Monitor Key Performance Indicators and drive immediate corrective actions for any SLA or performance failures.
• Maintain comprehensive vendor scorecards.
  • Ensure SLAs are consistently met.
  • Ensure scorecards accurately reflect vendor transitions and letter migrations.
• Review and respond to all audit findings related to print correspondence and billing.
• Serve as primary point of contact for all issues owned by Print Correspondence.

Privacy Policy Governance

Standalone Privacy Policies:

• Partner with documentation program managers to ensure timely ordering requests of weekly standalone privacy policies.
• Review and approve privacy policies prior to release.

Annual Privacy Mailings:

• Coordinate with documentation program managers and client relations to organize annual privacy policy updates and mailings.
• Ensure regulatory compliance, accurate targeting, and on-time delivery.

Client Marketing & Retention Support

• Oversee and support client marketing and retention-related correspondence requests.
• Attend weekly internal and client-facing meetings regarding product offerings and print communications.
• Support branding and customization initiatives, including the setup for client-specific branding requirements.

Client Implementations & Financial Oversight

• Participate in meetings for new client implementations.
• Review and approve implementation-related correspondence changes.
• Submit backup documentation for monthly client billbacks.
• Ensure billing accuracy and transparency across print programs.

WHAT YOU'LL BRING

Education & Experience

• Bachelor’s degree in Business, Operations, or related field (or equivalent experience).
• 7+ years of experience in vendor management, print operations, correspondence management, or mortgage/financial services operations.
• 3+ years of leadership experience managing cross-functional teams (onshore and offshore preferred).
• Strong mortgage servicing knowledge.
• Deep understanding of print production lifecycle and change management.
• Experience with KPI tracking, SLA governance, and performance reporting.
• Knowledge of regulatory communications and privacy requirements.
• Excellent stakeholder management and client-facing communication skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities and drive results in a deadline-driven environment.
• Strategic thinking with operational discipline
• Executive-level communication and influence
• Risk identification and mitigation
• Continuous improvement mindset
• Accountability and ownership
• SLA adherence across all vendors
• Reduction in print defects and QC findings
• Timely audit issue resolution
• Accurate and timely privacy mailings
• High client satisfaction scores
• Strong employee engagement and team performance

What We Offer

By 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.

Pay Range: $102,200.00 - $136,200.00 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.