Group Manager Mail Services

Position Summary

The Group Manager, Mail Operations is responsible for the operational leadership and day-to-day management of multiple on-site client mailrooms. The role focuses on ensuring process adherence, driving continuous improvement, managing Service Level Agreements (SLA’s), and providing direct leadership to a team of on-site mail service managers. The ideal candidate is a hands‑on leader who respects and leverages team experience while introducing data‑driven methodologies to transform mailrooms into models of efficiencies.

This leader will be dedicated to operational excellence, team development, and ensuring highest standards of service, compliance, and resilience.

The Group Manager, Mail Operations is responsible for the operational leadership and day-to-day management of multiple on‑site client mailrooms. The role focuses on ensuring process adherence, driving continuous improvement, managing Service Level Agreements (SLA’s), and providing direct leadership to a team of on‑site mail service managers. The ideal candidate is a hands‑on leader who respects and leverages team experience while introducing data‑driven methodologies to transform mailrooms into models of efficiencies.

This leader will be dedicated to operational excellence, team development, and ensuring highest standards of service, compliance, and resilience.

“This is a hybrid position located in Tysons or Richmond, VA. Candidates must live within 50 miles of the campus location. Employees will be required to work at the Fed Ex campus location several times per week.”

• Directly manage and mentor on‑site Mail Services Managers, enhancing leadership, problem‑solving, and conflict resolution capabilities.
• Establish regular site visits and virtual meetings, to ensure consistency and alignment across all locations
• Monitor Service Level Agreements (SLAs) including service ability, mail processing, accuracy and response time standards.
• Define and monitor a comprehensive set of Key Performance Indicators (KPIs), including mail volume, processing time, cost‑per‑piece, and error rates to drive data‑driven performance conversations
• Oversee comprehensive training programs for all staff on Standard Operating Procedures (SOPs), technology use, and security protocols
• Conduct regular, comprehensive operational audits of each mailroom during site visits using a standardized checklist to ensure consistency and quality
• Act as a key point of contact for client stakeholders regarding on‑site operational performance and issue resolution
• Prepare and deliver regular performance reports to leadership and clients, using data to highlight achievements against SLAs and identify areas for improvement
• Provides hands‑on operational support at site locations, including training, coaching, knowledge assessments, and customer service coverage.
• Maintain a high caliber and inclusive workforce, founded on a culture of safety, integrity and People‑Service‑Profits
• Provide leadership and oversight for assigned managers by driving hiring and onboarding, ensuring exceptional customer experiences, managing employee performance and corrective actions, maintaining compliance with SOPs, and overseeing payroll, productivity, and staffing to achieve operational objectives
• Ensure Federal/State employment law, safety, AAP requirements are established within assigned stores. In addition, may be required to perform quarterly safety inspections of each store
• Ensure adequate staffing coverage across assigned site locations within group
• All other duties as needed or required

• Bachelor’s Degree in Logistics, Business Management, or equivalent professional experience
• 5+ years of experience in an operations management role, preferably in mailroom, logistics, or facilities management
• 2‑3 years of experience managing other managers or supervisors, with a preference for experience leading tenured teams through change
• Strong knowledge of mailroom operations, postal regulations, and best practices…