Contractor Relations Manager

Who We Are

Join a team that puts its People First! As a member of First American’s family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers and agents. 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, coordinates and oversees planning and execution priorities for all Territory accounts. Contractor Relations Management (CRM) is responsible for recruiting, training and managing the overall performance of independent contracting companies, usually in a territory with multiple states. Manages the service experience and claims cost of warranty service requests directly related to the contractors. Manage a claims cost budget, conduct face -to-face contractor meetings to discuss scorecard metrics and mutual expectations, and negotiate contractor agreements that drive cost and process. Typically manages a territory team that may include Supervisors, Contractor Specialists and/or Contractor Recruiters.

Essential Functions

• Responsible for recruiting and managing the overall performance of a large group of independent contractors
• Manages the Service Experience and Claims Cost of a large number of Service Requests
• Develops financial forecasts, balances department programs and resources for territories and teams, including strategies and tactics to ensure execution of territory goals and objectives
• Interacts with Divisional and Regional Sales Managers in support of contractor performance and customer satisfaction
• Informs company of news, forecasts and strategies related to contractor capacity and performance
• Maintains solid relationships with contractor network and keeps them informed of changes in Company policies and procedures
• Interfaces with cross functional departments in support of claim management and service delivery
• Reports competitive information and industry trade information
• Lead the development of contractor specific tools and scorecards to monitor and identify cost saving opportunities as they relate to quality, timeliness, and cost of service
• Responsible for budgeting and monitoring Company spending relative to service activities, including negotiating contracts with vendors (contractors).  Manage contractor spend related to all components of claim cost
• Actively manage CAS levers to ensure best contractor receives the most work
• 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.
• 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.

Job Complexities

• Works on a diverse range of problems where analysis of situations or data requires evaluation of a variety of factors; an understanding of current business and trends; and timely decisions
• Uses trade knowledge to resolve technical issues and concerns related to a claim and/or contractor
• Analyzes complex ideas and plans with consideration on the future impact on the business, other departments, customers and contractors
• Effectively initiates corrective action where needed to resolve complex, critical issues with team and contractor network
• Uses solid business judgement to balance all constituent interests including customers, contractors and FA shareholders
• Negotiates, persuades and gains consensus during bidding/contract processes

Supervision Received or Extended

• Typically manages a team consisting of Supervisor(s), Contractor Specialists, and/or Contractor Recruiter Specialists

Impact

• Provides input to and may develop operational plans and works with Senior Management to ensure that plans are integrated with broader strategies

Knowledge and Skills/Technology Used

• Strong MS Office skills
• Strong business acumen
• Effective written and verbal communication skills to influence contractors, cross functional departments and immediate team members
• Experience in partnership management and/business development
• Experience in sales and positioning value propositions
• Project management skills. Successful track record designing, developing, and executing complex projects in area of functional expertise
• Strong budgeting and cost analysis skills. Understanding of accounting principles
• 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
• Strong customer service skills. Drives and models customer loyalty, manages customer expectations, solicits customer feedback and ensures commitments are met

Typical Education

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

Typical Range of Experience

• Typically has 5-7 years of directly related experience
• 3-5 years demonstrated experience in a management role
• Demonstrated success establishing, leading and maintaining effective working relationships at a wide range of management levels

License or Certification


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.

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: $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.