Join a team that puts its people first! first american`s direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity loansSince 1889, first american (nyse: faf) has held an unwavering belief in its peopleThey 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 potentialOur inclusive, people-first culture has earned our company numerous accolades, including being named to the fortune 100 best companies to work for® list for six consecutive yearsWe 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 listsFirst american will always strive to be a great place to work, for allFor more information, please visit www.careers.firstam.com.
Job summary
Join our team as a production manager! working remotely, you will manage the internal customer facing application support teamThe production support manager is responsible for providing the highest level of customer support for user and software support in a production environmentThis role will be managing and growing a large teamAssess and document training needs, communicate existence of new processesDocument business processes, training procedures, standard operating procedures, project status, etc.
Manages all activities related to the support of the production environment for customer facing applications.
Responsible for the management, coaching and development of the support team
Maintain documentation for production support to include job aids, frequently asked questions, and standard operating procedures
Responsible for generating reportsReviews and audits information
Provide reports to management on the performance of the support teamProvide solutions for improvements and opportunities for cross-department training and collaboration.
Coordinating user acceptance testing for upcoming enhancements to customer facing applications
Works on a wide range of problems where analysis of situations or data requires a review of a variety of factors.
Will assist internal/external customers with questions and concerns relative to our application
Ensure that problems/issues/questions are resolved in a timely manner
May perform additional duties relating to specific buit applications as assigned.
Required to perform duties outside of normal work hours based on business needs.
Knowledge and skills/technology used
Must be able to maintain employee morale under adverse situations.
Familiarity with ms office products (word, excel, outlook, visio)
Familiarity with supported production support software, environments and methodology.
Written, verbal and interpersonal skills in order to communicate with a wide range of internal and external customers in a professional manner.
Ability to organize multiple tasks simultaneously and streamline workflow management.
Detail oriented, error intolerant environment
Knowledge of escrow processes and procedures preferred
Analytical skills to determine root cause of problems and apply creative and effective solutions
Ability to analyze a situation, interview, formulate questions, and probe for deeper knowledge/ understanding
Data management skills
Typical education
Bachelor’s degree or equivalent combination of education and experience.
Typical range of experience
3-5 years of demonstrated supervisory/management skills
Demonstrated success of establishing, leading, and maintaining effective working relationships
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classificationThey are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classifiedAll personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed.
First american invests in its employees` development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and workFirst american is committed to diversity and inclusionWe are an equal opportunity employer.
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.
