Operations Supervisor (Remote)

Who We Are

Join a team that puts its People First! As a member of First American's family of companies, National Commercial Services provides single-point service for simple to multi-property/multi-state national commercial real estate transactions. 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 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. For more information, please visit www.careers.firstam.com.

What We Do

Manages the internal customer-facing application support team, supervising a team of Production Support Analysts in a service-related call center and/or non-call center environment. Ensures day-to-day operational activities are delivered efficiently and to a high standard while meeting established performance, productivity, and customer satisfaction goals. Provides coaching and ongoing performance feedback, allocates work to support service levels, and serves as the first point of escalation for team issues to ensure timely and effective resolution.

What You'll Do

• Supervises the day-to-day operational activities of skilled, non-exempt and possibly exempt level employees who have responsibility for daily operational tasks in a customarily recognized department or functional area of the organization

• Writes and conducts employee performance reviews and provides ongoing performance feedback with management consultation

• Makes hiring recommendations

• Assists with all personnel management and goal setting for the functional area

• Provides regular status updates and reports to Manager

• Use computerized systems for tracking, providing status, information gathering, and/or troubleshooting.

• Acts as liaison with other departments to resolve customer problems and inquiries.

• Resolves escalated and more complex customer inquiries, service requests, and problems.

• Other Duties as Assigned

What You'll Bring

Required Education, Experience, Certification/Licensure

• Bachelor’s degree or equivalent combination of education and experience

• 3-5 years of directly related experience

• 2+ years demonstrated experience in a lead or supervisory role

Knowledge, SKILLS, and Abilities (KSAs)

• Successful track record of executing day to day operational responsibilities, along with participating in, developing and completing projects in area of expertise

• Able to implement and enforce processes to ensure compliance and quality

• Able to establish and maintain effective working relationships at the departmental level

• Provides others with reliable information and uses good listening skills

Complexities & Impact

• Works on problems of moderate scope in which analysis of situation or data requires review of identifiable factors

• Typically exercises judgment within defined procedures and policies to determine appropriate action

• Erroneous decisions will have impact on the overall success of functional operations

• Calls and issues are non-routine and typically require deviation from standard procedures.

  Handles situations which require adaptation of response or extensive research according to customer response.

  Typically, exercises judgment within defined procedures and policies to determine appropriate action.

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: $64,300.00 - $85,700.00 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.