Business Process Manager - Quality Governance

Who We AreJoin a team that puts its People First! First American's National Production Services 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 DoThe Business Process Manager – Quality Governance is responsible for leading the enterprise quality management function for GO Title, ensuring operational quality governance, stakeholder alignment, continuous improvement, and strategic execution across supported business segments.
This role provides leadership and direction for the Quality organization, including Quality Leads, Senior Quality Leads, quality governance initiatives, stakeholder engagement strategies, operational reporting, and QMS optimization.

Position Purpose

Provides strategic and operational leadership for GO-Title’s quality management framework, driving enterprise quality governance, stakeholder engagement, operational quality strategy, and continuous improvement.

Essential Functions

• Lead and oversee the GO-Title Quality Governance organization.
• Establish enterprise quality standards and governance practices.
• Develop operational quality strategies aligned with business goals.
• Oversee enterprise quality performance and corrective action effectiveness.
• Monitor operational quality metrics and reporting.
• Drive enterprise-level continuous improvement initiatives.
• Ensure effective utilization of the Quality Management System (QMS).
• Establish strategic partnerships with stakeholders and operational leadership.
• Serve as an escalation point for significant quality concerns.
• Lead executive-level quality reviews and operational alignment discussions.
• Lead, mentor, and develop Quality Leads and Senior Quality Leads.
• Oversee enterprise quality reporting, dashboards, and executive summaries.
• Lead enterprise quality transformation initiatives.

Job Complexities

• Leads highly complex enterprise quality operations.
• Exercises substantial independent judgment and strategic decision-making authority.
• Balances operational quality governance with stakeholder partnership and business alignment.
• Manages enterprise-level operational risks, escalations, and stakeholder concerns.

Supervision Received or Extended

• Manages operational quality functions across supported business areas.
• Provides leadership and direction for Quality Leads and operational quality initiatives.
• Oversees stakeholder engagement, reporting, and continuous improvement efforts.
• Responsible for coaching, mentoring, and talent development within the Quality organization.

Knowledge and Skills / Technology Used

• Advanced knowledge of quality management systems and operational governance.
• Strong analytical and root cause analysis skills.
• Strong stakeholder management and relationship-building capabilities.
• Excellent executive communication and presentation skills.
• Ability to influence across operational and executive environments.
• Customer-service-oriented leadership approach.
• Experience leading operational improvement initiatives.
• Proficiency with Microsoft Office Suite and reporting tools.

Typical Education

• Bachelor’s degree in Business, Operations, Quality Management, or related field preferred.

Typical Range of Experience

• Typically requires 8–12+ years of operational, quality, title, or related business experience.
• Experience leading quality governance and operational improvement initiatives preferred.
• Experience facilitating executive-level discussions preferred.

Leadership Philosophy

Transparency
Partnership
Accountability
Operational Excellence
Customer-Service-Oriented Leadership
Shared Success

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Pay Range: $97,700.00 - $130,300.00 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.

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.

What We OfferBy choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but 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.