Operations Supervisor (Remote)

First American • Santa Ana, CA

1d • Remote

About The Position

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.

Requirements

• 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
• 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

Responsibilities

• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager