Contractor Relations Manager

Who We Are

Join a team that puts its People First! As a member of First American’s family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers and agents. 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.

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Manages, coordinates and oversees planning and execution priorities for all Territory accounts. Contractor Relations Management (CRM) is responsible for recruiting, training and managing the overall performance of independent contracting companies, usually in a territory with multiple states. Manages the service experience and claims cost of warranty service requests directly related to the contractors. Manage a claims cost budget, conduct face‑to‑face contractor meetings to discuss scorecard metrics and mutual expectations, and negotiate contractor agreements that drive cost and process.

Typically manages a territory team that may include Supervisors, Contractor Specialists and/or Contractor Recruiters.

• Responsible for recruiting and managing the overall performance of a large group of independent contractors
• Manages the Service Experience and Claims Cost of a large number of Service Requests
• Develops financial forecasts, balances department programs and resources for territories and teams, including strategies and tactics to ensure execution of territory goals and objectives
• Interacts with Divisional and Regional Sales Managers in support of contractor performance and customer satisfaction
• Informs company of news, forecasts and strategies related to contractor capacity and performance
• Maintains solid relationships with contractor network and keeps them informed of changes in Company policies and procedures
• Interfaces with cross functional departments in support of claim management and service delivery
• Reports competitive information and industry trade information
• Lead the development of contractor specific tools and scorecards to monitor and identify cost saving opportunities as they relate to quality, timeliness, and cost of service
• Responsible for budgeting and monitoring Company spending relative to service activities, including negotiating contracts with vendors (contractors). Manage contractor spend related to all components of claim cost
• Actively manage CAS levers to ensure best contractor receives the most work
• 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.
• 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.

• Works on a diverse range of problems where analysis of situations or data requires evaluation of a variety of factors; an understanding of current business and trends; and timely decisions
• Uses trade knowledge to resolve technical issues and concerns related to a claim and/or contractor
• Analyzes complex ideas and plans with consideration on the future impact on the business, other departments, customers and contractors
• Effectively initiates corrective action where needed to resolve complex, critical issues with team and contractor network
• Uses solid business judgement to balance all constituent interests including customers, contractors and FA shareholders
• Negotiates, persuades and gains…