Operations Manager

Who We Are

Service Mac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. Service Mac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability.

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.

Oversees a team or multiple small teams, ensuring smooth delivery of processes and services while building team capability. Focuses on execution, compliance, and continuous improvement.

• Manages and sets priorities of the daily operations of a large functional area or department.
• 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.
• Contributes to project reviews and approves detailed designs and cost estimates for projects.
• Participates in long-range departmental planning and provides input to operational decisions and to clarify or modify project plans, and/or schedule requirements.
• 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.

Required Education, Experience, Certification/Licensure

• Bachelor's degree or equivalent combination of education and experience
• 5-7 years of directly related experience
• 3-5 years demonstrated experience in a supervisory or management role
• Demonstrated success establishing, leading and maintaining effective working relationships at the Middle Management level

• Successful track record designing, developing, and executing complex projects in area of functional expertise.
• Ability to establish and maintain effective working relationships at the Management level across functional groups and business units. Adeptness to influence the thinking of, or gain acceptance from, others in sensitive situations, using influence and preventing damage to the relationships.
• 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.
• Drives and models customer loyalty, manages customer expectations, solicits customer feedback and ensures commitments are met.
• Provides others with reliable information and delivers informative and persuasive presentations. Uses good listening skills and negotiates effectively.
• Collaboratively engages with leaders to create, identify, and implement solutions to further effectiveness of the business.
• High level of business acumen, strategic agility, ability to develop others, and influence change.

• Works on a diverse range of problems of moderate scope where analysis of situations or data requires evaluation of a variety of factors and an understanding of current business and trends.
• Exercises judgment within generally defined practices and policies in determining objectives and approaches to project completion.
• Erroneous decisions or failure to achieve goals results in additional costs and personnel, and serious delays in overall schedules.

• Manages work activities and operations of a functional area or…