Company Summary

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac 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 eight 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.

Job Summary

Responsible for the design, development, and execution of change management strategies for programs and projects as well as change initiatives at the organizational level

Essential Functions

• Develops change management strategies for programs and projects and leads the change management efforts for various initiatives.

• Works effectively with program and project team members to support efforts in managing projects by identifying risks and challenges, working with leadership, managers, and employees to mitigate risks, identify change barriers and devise strategies to overcome the barriers.

• Responsible for planning, developing, and implementing change management deliverables including overall change plan, communication plan, and integration with training plans.

• Creates deliverables in support of change management strategies and oversees the execution of deliverables in line with project plans.

• Analyzes process implications and impacts of change and works with process managers, project managers and key stakeholders to ensure impacts are identified and transition plans are created.

• Ensures appropriate change management practices are effectively utilized throughout the lifecycle to improve execution and delivery of results.

• Ensures alignment of change plan with overall project plan and with other changes impacting the same groups.

• Develops internal relationships with sponsors, business leads, program managers change champions and others impacted by the change to facilitate change effectively.

• Monitors stakeholder behaviors and resistance to change during post implementation and identifies strategies to reinforce adoption.

• Creates and implements change plans to build commitment by thoroughly conducting stakeholder and impact analyses and identifying strategies and resources needed to execute change.

• Employs proven methodologies and best practices to ensure consistent and repeatable change management approach is embedded in program(s) and projects.

• Works with key stakeholders to identify change barriers and devise strategies to overcome challenges and maintains effective relationships with stakeholders.

Knowledge and Skills/Technology Used

• Strong understanding of Change Management Methodologies, Design Thinking, Agile, Lean and DevOps Principles.

• Basic fluency in a wide array of mixed-method research methodologies.

• Familiarity with personas, stakeholder mapping, impact analyses, road-mapping and other user experience methodologies.

• Good interpersonal, organizational, time management, negotiation, and collaboration skills.

Typical Education

• HS Diploma or general education

• BA/BS in Business Management, Psychology, Communication or related field preferred

Typical Range of Experience

• Typically have 6-8 years of directly related Change Management experience

• 3-5 years of direct Mortgage Servicing experience

License or Certification

• PROSCI or CCMP Certification preferred

Salary Range: $71,500 - $148,500 (Annually)

This hiring range is a good faith and reasonable estimate of the salary range of possible compensation at the time of the posting and is subject to change. The actual compensation offered will be determined by various factors, which may include a candidate’s education, training, experience, and geographic location.

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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 work. First American is committed to diversity and inclusion. We 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.