Vice President of Digital Mailroom Operations

Vice President of Digital Mailroom Operations

The Vice President of Digital Mailroom Operations leads the automation, modernization, and day-to-day performance of Smart Data Solutions' inbound document and data capture function. This leader owns the end-to-end operating model, from physical and digital intake through classification, extraction, quality control, routing, and delivery to downstream business units.

The role is accountable for meeting tight service-level agreements, typically a 24-hour turnaround from receipt to delivery, while advancing a multi-year roadmap that reduces manual data entry through intelligent document processing, OCR, machine learning, and workflow automation. The Vice President also owns offshore and nearshore data capture vendor relationships, operating costs, quality, capacity, and performance governance.

• Own daily operations across physical mail receipt and scanning, email and digital document ingestion, classification, indexing, data extraction, quality control, exception handling, and distribution to downstream business units.
• Ensure consistent adherence to service-level agreements, including the standard 24-hour turnaround from document receipt to processed and delivered output.
• Establish formal SLA tracking, escalation paths, recovery plans, and root-cause analysis for any performance miss.
• Develop capacity, staffing, workflow, and business-continuity plans to support volume variability, seasonal peaks, client growth, and operational resilience.
• Build and maintain executive dashboards covering volume, turnaround time, backlog, exception rates, accuracy, error rates, productivity, labor utilization, and cost per document.
• Maintain a secure, compliant, and safe operating environment for protected health information, personally identifiable information, and confidential business data.
• Partner with Human Resources to develop workforce plans, recruit key talent, and build organizational capabilities needed to support business growth and operational transformation.

• Lead the strategy, prioritization, business case development, and execution of automation initiatives that reduce manual data capture and improve speed, quality, and scalability.
• Evaluate and deploy OCR, intelligent document processing, machine learning-based classification and extraction, rules engines, and workflow automation technologies in partnership with IT and Engineering.
• Define and track automation KPIs, including straight-through processing rate, percentage of touchless documents, extraction accuracy, exception rate, FTE hours reduced, and realized cost savings.
• Own a multi-year automation roadmap with clear milestones, investment requirements, dependencies, benefits, and executive reporting.
• Establish human-in-the-loop controls, quality thresholds, monitoring, and change-management practices that support responsible and reliable automation.
• Identify, evaluate, and implement AI-enabled tools and technologies that improve operational efficiency, accuracy, scalability, employee productivity, and business outcomes.

• Manage offshore and nearshore data capture and BPO vendor relationships, including commercial terms, contract negotiation, SLA design, quality standards, information-security expectations, capacity planning, and performance reviews.
• Create and maintain vendor scorecards covering service, quality, productivity, responsiveness, staffing stability, risk, and cost.
• Lead vendor transitions, transformation programs, corrective-action plans, and periodic RFPs to maintain competitive cost, quality, resilience, and scalability.
• Serve as the primary executive escalation point for vendor performance issues and ensure timely remediation of service or quality concerns.

• Build, lead, coach, and develop an internal team spanning operations, production management, quality, reporting, continuous improvement, and vendor management.
• Establish clear goals, accountability, performance routines, and succession plans across the organization.
• Partner with IT, Engineering, Finance, Compliance, Information Security, Customer Service, and business-unit leaders to align document workflows with downstream systems and client requirements.
• Lead organizational change as manual processes are redesigned and automated, including stakeholder communication, role redesign, retraining, and…