Sr. Operations Manager

We are seeking a hands-on Senior Operations Manager to lead the day-to-day operations of the Simpluris mailroom and print facility. You will be responsible for the day-to-day operations of the mailroom, ensuring that all mailing tasks, inbound and outbound, are completed on time and with the highest level of accuracy. Develop efficiency of workflow through technological advancement.

• Proactively communicates with Client Services, Disbursements and senior management on all things print, mail, postage, forms design, inbound document processing, return mail, workflow and related technological systems. Be prepared to effectively communicate issues, timelines, questions, metrics/stats as required or when requested. Provide succinct, accurate and timely communications.
• Adopt and implement an internal customer service mindset. Develop and implement industry standard SLA’s for the various services/deliverables provided to Sales, Disbursements, Client Services and Finance. Provide succinct, timely and accurate communication with internal departments.
• Attend organizational meetings to include Monthly Business Review (MBR), ensure slide deck is completed accurately and timely.
• Coordinate with your management on what and how to communicate escalations properly. Gain an understanding of your approved level of authority vs what you need to request approval.

• Ensure undeliverable processing is completed within company standards of 2 days (automated and physical).
• Ensure re-mails are completed on time per case specific requirements.
• Ensure all outgoing mailings are completed in accordance with project requirements and established milestones in Cadence.
• Ensure all incoming mail is processed in accordance with established policies and SLA’s.
• Ensure inbound mail is processed in a timely fashion, same day preferred.
• Manage day-to-day print & mail/facility operations and assigned staff. Ensure that all tasks are completed with a focus on managing cost, accuracy and speed. Ensure all print jobs are completed, mail is received and delivered in accordance with standard policy, process and procedures.

• Keep in constant communication with outside vendors and share need to know information with applicable departments to include but not limited to:
• USPS - postage costs, new and discontinued services, delays, postal holidays, business customer gateway and any other information to help aid Simpluris and its clients.
• Pitney Bowes - opportunities to maximize the postage margin on individual project/ mailings or reduce postage costs through Pitney Bowes as a whole.
• Quadient / Advanced Office - Ensure machine maintenance is completed resulting in no down time of print and mail capabilities.
• Obtain three quotes for each outsourced job request. Sales requests will be responded to within 24 hours of receipt and quotes will be forwarded to sales/CS within 48 hours.
• Provide solutions to issues as they relate to deliverables. Explore all potential solutions and escalate as needed to leadership.

• Manage consumables inventory and place supply orders as required. Ensure there are sufficient supplies for upcoming mailings. Ensure inventories are up to date and reported on weekly to senior management.
• Collaborate with Finance and Accounting to ensure monthly/quarterly audits are completed timely and accurately.

• Train all new staff on mailroom procedures ensuring training acknowledgments and mailroom certifications are completed and placed in employee file. Conduct 45/90-day assessments and make recommendations to senior management and HR regarding employee onboarding, specific reasons why the employee should or should not be retained. If not retained, provide specifics of the training provided to the employee.
• Develop and/or complete training, print and mail specific in addition to required corporate training in support of business/executive objectives. Ensure assigned staff also completes required training. Ensure all training is thoroughly documented and employees are held accountable.
• Complete performance reviews in a timely manner. Make recommendations for performance awards and/or merit increases, disciplinary action, or performance improvement plans.
• Approve time records and requests for time off. Ensure employees are taking meal and rest periods in accordance with applicable laws. Approve overtime prior to employee working overtime.

• Lead the department in strategic executive objectives and company projects. Provide business requirements for and successfully complete UAT on projects related to prinUmail workflow and Cadence.
• Perform all other duties as assigned.

• Minimum 5 years’ experience in Print and Mail operations with proven management/supervisory experience.
• Bachelor’s degree in a related field or equivalent education/experience.
• Proven supervisory/management experience (team of 3–5 staff).
• Strong leadership and team management abilities.
• Excellent organizational and problem-solving skills.
• Proficiency in Microsoft Office, Adobe, LexisNexis, and mailing software (e.g., Satori).
• Knowledge of USPS standards and certifications (Mailpiece Quality Control preferred).
• Ability to lift up to 30 lbs; occasional travel (up to 10%).

• USPS Mailpiece Quality Control Certification or equivalent.
• Experience with vendor management (e.g., USPS, Pitney Bowes, Quadient).
• Familiarity with print/mail workflow systems and process automation.
• Proven track record of implementing cost-saving or efficiency-improving initiatives.