Manager of Quality Excellence (Remote)

Who We Are Join 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 Do First 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 fram