Mail Services Specialist

POSITION SUMMARY:

The Manager, Client Mail Services is a strategic leadership role responsible for the overall direction, profitability, resilience, and management of the Enterprise Team. The position focuses on high-level program management, comprehensive business administration, and the strategic oversight of our enterprise mail services. The successful candidate will be a key driver of efficiency and growth by ensuring programs are delivered to the client expectations, creating adaptive strategic roadmaps, ensuring operational resilience, and harnessing data for informed decision-making across all national mail service programs.

This role will be responsible for managing the communication and support of any on-site and near-site facilities (possibly multi-site) to ensure contractual obligations of commercial clients are met. This includes the responsibility for providing the client with the highest level of customer service, the implementation of quality control systems to maintain consistent quality excellence, and the development of a positive working relationship with the client to facilitate the achievement of performance and compliance objectives.

The Manager, Client Mail Services includes responsibility for successful execution of administrative tasks, program enhancement and implementation through direct reports to include a program manager and administrative staff. The role will work on-site at the client's office/location(s) on a regular basis. Travel is as needed but forecasted to be approximately 25%.

"This position is eligible for remote work and may be located anywhere within the United States excluding AK, HI and U.S. territories, however if you live within the 50 miles radius of a campus you will be required to work at a Fed Ex campus location several times per week."

GENERAL DUTIES AND RESPONSIBILITIES:

(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

• Lead and develop the Enterprise Team, cultivating accountability, continuous improvement, and professional growth.
• Oversee the recruitment, training, and performance management of Client Operations Program Specialists and Managers
• Communicate a clear and unifying vision for the enterprise programs, ensuring alignment with the company's overall business objectives
• Oversee a portfolio of enterprise mail service programs, ensuring that all projects work together to deliver cohesive benefits to the organization
• Develop and maintain dynamic, outcome-oriented strategic roadmaps that serve as flexible, high-level blueprints for the program's goals and deliverables
• Facilitate a collaborative planning process, breaking down programs into smaller phases to allow for iterative delivery and adaptability to changing client needs
• Identify, manage, and make visible all dependencies and risks across teams and work streams to ensure a smooth flow of value
• Establish and enforce program governance, ensuring the roadmap is regularly reviewed and adapted based on feedback and new insights
• Direct the business administration functions for Mail Services, including strategic planning and resource allocation
• Ensure all mail service operations comply with regulations (e.g., USPS) and internal policies, implementing & adhering to controls to mitigate financial and operational risks
• Integrate business continuity and disaster recovery considerations into the program lifecycle, fostering a culture of resilience to minimize the impact of potential disruptions
• Serve as a primary point of contact for high-level escalations and strategic discussions with enterprise clients
• Align program activities with strategic priorities, facilitating clear communication between departments, vendors, and senior leadership
• Prepare and present concise, high-level reports on program status, risks, and outcomes to stakeholders, often using program dashboards for real-time visibility
• Ensure execution on monthly expectations and standards, strategies, and action items
• Participate in the complaint review process as primary client point of contact
• Provide overall communication for duties associated with client account…