• Lead the strategic evolution of Ashby’s Support Engineering function. • Define how technical support operates at scale. • Partner closely with Engineering leadership to improve how technical issues are surfaced, investigated, and resolved. • Drive alignment on escalation pathways, debugging expectations, and response patterns for complex customer issues. • Analyze patterns in escalations, bugs, and technical customer friction to identify systemic improvements. • Develop frameworks for how support insights influence engineering roadmap discussions. • Identify gaps in diagnostics, logging, tooling, and workflows that limit Support’s ability to resolve technical issues. • Raise the technical leverage of the Support organization. • Coach and support Support Engineering Managers in driving team performance.

About Centific Centific is a frontier AI data foundry that curates diverse, high-quality data, using our purpose-built technology platforms to empower the Magnificent Seven and our enterprise clients with safe, scalable AI deployment. Our team includes more than 150 PhDs and data scientists, along with more than 4,000 AI practitioners and engineers. We harness the power of an integrated solution ecosystem—comprising industry-leading partnerships and 1.8 million vertical domain experts in more than 230 markets—to create contextual, multilingual, pre-trained datasets; fine-tuned, industry-specific LLMs; and RAG pipelines supported by vector databases. Our zero-distance innovation™ solutions for GenAI can reduce GenAI costs by up to 80% and bring solutions to market 50% faster. Our mission is to bridge the gap between AI creators and industry leaders by bringing best practices in GenAI to unicorn innovators and enterprise customers. We aim to help these organizations unlock significant business value by deploying GenAI at scale, helping to ensure they stay at the forefront of technological advancement and maintain a competitive edge in their respective markets. About Job Operation Lead Job Summary: As an Operations Lead within Centific Solutions team, you will be responsible for the discovery phase of new opportunities in GenAI and AI data services, including scope definition, interfacing with client and internal stakeholders, pricing and design of process workflows. Additionally, the Operations Lead will support cross-functional departments to streamline operations, enhance efficiency, and drive the successful deployment of solutions that align with Centific’s strategic goals. Key Responsibilities: · Operational Strategy and Leadership: o Develop and maintain a knowledge base of pilot and program data to streamline the discovery phase of new opportunities o Develop and implement scalable operational strategies to support the delivery of solutions and services. · Process Improvement: o Identify opportunities for process improvements and drive initiatives to enhance operational efficiency and effectiveness. o Analyze current processes and workflows to identify bottlenecks and areas for optimization. · Solution Deployment: o Collaborate with Solution Engineers on new tooling evaluation, testing, and integration. o Coordinate with delivery teams and other stakeholders to ensure successful implementation. · Client and Stakeholder Management o Engage with clients and stakeholders to understand their needs and ensure that solutions meet their expectations. o Address and resolve any issues or concerns related to the deployment and operation of solutions. · Technology and Tools: o Evaluate and implement technology solutions and tools to support operational processes. o Stay up to date with industry trends and advancements to ensure that our operations remain competitive and efficient. · Cross-Functional and Global Collaboration: o Work closely with product management, engineering, delivery teams, and other teams to align operational processes with business objectives. o Facilitate communication between multicultural teams across different time-zones to ensure alignment and address any operational challenges. Qualifications: · Education: o Bachelor’s degree in data science, Operations Management, Engineering, or a related field. o Advanced degree or relevant certifications (e.g., Masters, Six Sigma, PMP) preferred. · Experience: o Minimum of 5 years of experience in service operations management, with a proven track record of leading teams and managing complex projects. o Minimum of 2 years of experience vendor-side experience, especially with Fortune 200 companies and/or large tech companies o Minimum of 2 years of experience in operations and/or project management o Experience with global and remote team collaboration o Experience with GenAI, AI, localization, or related projects o Experience preparing and presenting program data to client and internal stakeholders o Technical understanding of basic file formats, scripts and data ingestion pipelines (this role will need to manage conversations with a technical audience as part of solution design) o Advanced proficiency with the Office Tool Suite and JIRA workflows o Client-side experience, pre-sales and AI/ML experience is a plus Skills: · Strong leadership and team management abilities. · Excellent problem-solving and analytical skills. · Proficiency in process improvement methodologies and tools. · Strong communication and interpersonal skills, with the ability to collaborate effectively across departments and across time zones. · Familiarity with project management software and operational tools. · Ability to manage multiple projects and priorities in a fast-paced environment. · Strategic thinker with a focus on results. · Proactive and adaptable, with a strong sense of ownership. · Detail-oriented with a commitment to quality and excellence. Salary $100K Annually Centific is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, citizenship status, age, mental or physical disability, medical condition, sex (including pregnancy), gender identity or expression, sexual orientation, marital status, familial status, veteran status, or any other characteristic protected by applicable law. We consider qualified applicants regardless of criminal histories, consistent with legal requirements.

• Provide customer support, delivering technical assistance and guidance. • Participate in online meetings with the team and/or clients. • Perform platform testing to validate scenarios and fixes. • Continuously develop skills and competencies outlined in the Individual Development Plan (IDP).

Who We Are 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 loans. 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 Do Come join our team as a Production Support Analyst Associate - Remote based! The Production Support Analyst Associate works in a production environment that specifically deals with escrow related transactions. This position functions as a key contact supporting internal and external clients and is responsible for providing exceptional customer and software support. This role will be remote during the following shift: 8am-5pm PST What You'll Do - Ensures exceptional customer service for our customers - Maintains email inbox and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department. - Multiple platforms used for communication – Outlook, Microsoft Teams, Zendesk - Provides first level accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary. - Responds to customer requests within the required SLA; provides follow up when needed - Maintains a current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers. - May perform additional duties relating to specific First American applications as assigned. - May train / provide guidance to less experienced team members. What You'll Bring - Comprehensive knowledge of escrow transactions and client operating systems. - Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams) - Familiarity with supported production support software, environments, and methodology - Zendesk experience is preferred - Excellent communication, problem solving skills and telephone etiquette. - 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 - High School diploma or equivalent - AA/AS degree preferred. - 2+ years of escrow related work - 2+ years customer service-related work Pay Range: $23.37 - $31.15 Hourly, Remote 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. ** Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County. ** 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 Offer By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also 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.