Print and Mail Customer Service Manager; WMS

Schedule:

Monday - Friday, 8am - 5pm. You may be expected to work outside of business hours to meet business needs.

The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES’ mission is to strengthen the business of government for a sustainable and just future. Learn more about DES.

You will oversee the daily operations of all aspects of Customer Service, Estimating and Planning, and Farmout and Contracting. You will provide leadership and direction to the teams responsible for these functions and ensuring the delivery of high-quality services to the customers.

You will be responsible for responding appropriately and efficiently to the Print and Mail needs of DES’ customers by delivering exceptional services from consultation, order entry, cost estimates, production planning, and mailing the final product as well as farming out services when appropriate.

You will collaborate with DES Contracts and Procurement to establish contracts with print vendors, ensuring solicitations meet procurement laws, prioritize small, diverse, and veteran owned businesses, and track direct buy/spend.

• Designs, refines, implements, and oversees the program’s print and mail order planning process and procedures to include estimating, defining roles and responsibilities, identifying, prioritizing, researching, writing and/or editing planning documents consistent with agency policies and industry standards and best practices. Oversees farmout and contracting processes and procedures including bid development and solicitation, contract administration, defining roles and responsibilities, identifying and prioritizing needs, conducting research, writing and/or editing planning documents consistent with agency policies and industry best practices.
• Collaborates with DES Contracts and Procurement to establish contracts with print vendors, ensuring solicitations meet procurement laws, prioritize small, diverse, and veteran owned businesses, and track direct buy spend.
• Collaborates with the division’s analyst, develop price recommendations through market research to ensure that our pricing is in line with the print industry while still recovering costs.

• Oversees the assessment and evaluation of Print and Mail customers and business survey data to identify improvements to the program’s services and to maintain customer satisfaction.
• Oversees data analysis and development, and presentation of fiscal analyses and business case recommendations to support informed decision-making.
• Develops recommendations to restructure or streamline customers’ print and mail processes and programs.
• Ability to negotiate special rates that are outside of the published rate structure when necessary and approved by Division analyst, BRD Leadership, and DES Finance to ensure regulatory compliance.

• Makes recommendations on potential new markets based on customer requirements or technological advances, industry trends, and postal regulations.
• Develops and implements program policies and initiates promotional campaigns to help government customers reduce printing and mailing costs through consolidation and coordinated service offerings.

• Ensures appropriate and effective use of the agency’s resources. Enhances employee performance through timely appraisal and professional development opportunities.
• Plans, develops and reviews policies, procedures, and operational strategies to guide the work and ensures efficient,…