• Minimum 3-year management experience preferred within a mail center environment offering high volume mail services, including production skills applied to a customer service environment, preferred.
• Administrative - Performs administrative tasks, provides volumes/billing inputs to one-up Manager, and other assigned duties in a timely manner. Ensures adherence to company policies and guidelines, safety & security procedures
• Ability to deliver training, provide coaching and developmental feedback
• Strong analytical and problem-solving skills
• Ability to interface with all levels of management and front-line personnel
• Self-directed and able to work independently
• Proven track record managing people and projects
• Mail Services experience preferred
• Knowledge of USPS rules and regulations preferred
• Knowledge of USPS rates (presort, first class and other classes of mail) preferred
• Minimum 5 years' experience in a customer service environment preferred
• Experience with postal mailing equipment, knowledge of various support software and ability to understand the technologies available within the industry, preferred
• Must be proficient in MS Office Suite. This includes Excel, Word and PowerPoint. Mail merge experience helpful or at least ability to learn this process. Able to quickly learn proprietary software systems and databases.
• Excellent time management and communication skills.
• Experience in Payroll Approval processes and Time Clock management.
• Experience in Dealing with Primary Business Contacts and act as primary point of contact for Client

About the Role:

As a Mailing Services Manager, you will be responsible for overseeing the end-to-end delivery of services to our clients, ensuring high levels of customer satisfaction and operational excellence. You will lead a team of service delivery professionals, manage client relationships, and drive continuous improvement initiatives to optimize service delivery processes and outcomes. This role requires strong leadership skills, strategic thinking, and a deep understanding of service management principles.

Essential Job Responsibilities:

• Act as the primary point of contact for assigned clients, building strong relationships and understanding their business needs, objectives, and expectations.
• Lead a team of service delivery professionals, providing direction, guidance, and support to ensure effective service delivery and client satisfaction.
• Develop and implement service delivery strategies, plans, and roadmaps aligned with client requirements and organizational objectives.
• Define and monitor key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to measure service performance and drive continuous improvement.
• Conduct regular service reviews and meetings with clients to review performance metrics, address issues, and identify opportunities for service enhancements.
• Collaborate with internal stakeholders, including operations, technical support, and project management teams, to ensure seamless delivery of services and resolution of client issues.
• Manage service delivery projects and initiatives, including service transitions, upgrades, and expansions, ensuring timely delivery and adherence to quality standards.
• Identify risks and issues impacting service delivery and develop mitigation plans to minimize disruptions and ensure business continuity.
• Drive process improvements and optimization initiatives to enhance service delivery efficiency, effectiveness, and scalability.
• Prepare and present regular reports, updates, and dashboards to senior management and clients, summarizing service performance, achievements, and areas for improvement.
• Stay abreast of industry trends, emerging technologies, and best practices in service management, incorporating relevant insights into service delivery strategies and processes.
• Foster a culture of customer focus, accountability, and continuous improvement within the service delivery organization, driving employee engagement and satisfaction.

Qualifications:

• Minimum of 3-5 years of experience in Personnel Management.
• Proven track record of successfully managing client relationships and delivering services to meet client expectations and SLAs.
• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve excellence and drive results.
• Excellent communication and interpersonal skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels.
• Strong problem-solving skills and analytical abilities, with the ability to analyze complex issues, identify root causes, and develop effective solutions.
• Ability to prioritize tasks, manage multiple projects simultaneously, and thrive in a fast-paced, dynamic environment.
• Commitment to delivering exceptional service quality, driving continuous improvement, and exceeding client expectations.