Who We AreJoin 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 DoFirst 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 complianceEstablish a composite quality score and deploy it against at least one major title workflow within the first 12 monthsQuantify the cost of poor quality using verified operational data, transitioning from estimates to evidence-based reportingDeliver 2–3 measurable process improvements in Year 1 that validate the program's strategic and financial valueDesign the reporting cadence and governance model that positions quality data as a decision-making input for senior leadershipDevelop the multi-year maturity roadmap from internal measurement to client-facing quality transparencyCollaborate with data engineering and technology teams to source, normalize, and automate quality data collection at scaleCommunicate findings and strategic recommendations to executive stakeholders with precision and business relevancQualifications3–5 years of progressive experience in quality management, operational excellence, or continuous improvement within title insurance, mortgage, banking, payments, or a comparable regulated industryProven ability to stand up and lead a new program or function end-to-end — from concept through execution and organizational adoptionTrack record of driving continuous improvements that demonstrably reduced defect rates, rework, or cycle time while improving customer outcomesExperience designing and deploying quality frameworks, scorecards, or composite performance metricsWorking knowledge of quality methodologies (Six Sigma, Lean, TQM, or equivalent) applied in operational — not purely academic — settingsLeadership competenciesAbility to implement new frameworks and tooling within complex, evolving environments where conditions are imperfect and momentum matters more than perfectionDemonstrated skill in building cross-functional alignment and securing buy-in from senior leaders across business linesCapacity to navigate competing organizational priorities and deliver outcomes through influence and persuasion rather than positional authorityExecutive presence and diplomatic judgment — able to negotiate, coach, and collaborate with stakeholders at all levels, including those with strong viewpoints and limited bandwidthCommunication style anchored in outcomes and business impact, not activity volumeThe ideal candidateThrives in ambiguity and is motivated by the challenge of defining structure where none existsBrings the intellectual rigor to build a credible program and the interpersonal skill to make an organization care about itOperates with a sense of urgency and can keep pace with a leadership team that values directness, critical thinking, and bias toward actionThis position will be accepting applications on an ongoing basis until the position is filled.DisclaimerThe 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
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