Digital Mail Center Manager

Job Purpose: The Manager, Digital Mail Center (DMC) is responsible for overseeing the daily operations of the Tampa-based Digital Mail Center and partner/contractor-operated DMC sites. This role ensures the efficient and secure scanning, processing, and delivery of inmate postal mail in compliance with correctional facility guidelines and company policies. The manager oversees mail processing operators, monitors operational performance, enforces security protocols, and implements process improvements to maintain high service standards.

The position requires strong leadership, attention to compliance and security, and the ability to collaborate with internal teams, partners, and correctional facilities to optimize workflows and address operational challenges.

• Supervise and support a team of mail processing operators in the Tampa DMC and oversee the operations of partner/contractor-run facilities.
• Ensure efficient and accurate scanning and processing of incoming postal mail, adhering to correctional facility policies, security protocols, and company standards.
• Monitor performance metrics and implement process improvements to increase efficiency, accuracy, and compliance.
• Maintain compliance with security procedures and facility guidelines, ensuring all operations align with correctional facility regulations.
• Collaborate with leadership to optimize workflows and address challenges related to mail processing, staffing, equipment functionality, and operational procedures.
• Manage staffing, scheduling, and training to ensure operational continuity and high-performance standards.
• Create, manage, and maintain operational budgets, ensuring cost-effective use of resources while meeting service-level expectations.
• Identify cost-saving opportunities without compromising security, compliance, or efficiency.
• Ensure employees follow approved procedures for identifying, documenting, isolating, and escalating prohibited items, suspected contraband, non-processable mail, legal correspondence, and other items requiring special handling.
• Coordinate with external partners and contractor-operated DMCs to ensure consistency in service, adherence to SLAs, and resolution of operational issues.
• Develop and enforce quality-control procedures to minimize errors, maintain document integrity, and enhance efficiency.
• Safeguard DMC operations by establishing and monitoring security procedures and protocols, and partnering with internal compliance teams and facility authorities.
• Ensure adherence to facility-specific service-level agreements (SLAs) and work with stakeholders to resolve performance concerns proactively.
• Identify process gaps and inefficiencies in mail processing, recommending and implementing improvements where needed.
• Conduct audits of key performance metrics to track efficiency, security, and accuracy, adjusting strategies as necessary.
• Serve as the primary point of contact for correctional facilities, company leadership, and partner vendors regarding DMC operations and performance.
• Perform other related duties as assigned.

Knowledge, Skills, and Abilities:

• Strong understanding of mail processing operations, digital scanning technology, and correctional facility compliance standards.
• Proven ability to define and resolve operational challenges quickly and efficiently.
• Strong leadership and team-management skills, with the ability to develop employees and build high-performing teams.
• Excellent verbal and written communication skills for interacting with internal teams, external partners, and facility officials.
• Ability to analyze performance data and implement process improvements to optimize efficiency and accuracy.
• Strong organizational skills with the ability to plan, prioritize, and manage competing operational demands.
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