Mail Services Manager

Mail Services Manager

The Mail Services Manager will be located onsite at the customer location and is responsible for overseeing all mailroom operations at a client corporate site, ensuring service excellence, compliance with performance standards, and efficient day-to-day management of staff, workflows, and client communications to the National Operations Manager and / or Client, as defined. This role acts as the primary point of contact between FedEx Office and the client for all mail-related services, creating a consistent and positive customer experience.

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)

• Manage daily mailroom operations, including incoming / outgoing mail, shipping / receiving, interoffice delivery, and digital mail workflows
• Lead a team of mailroom staff : hiring, training, scheduling, and performance management
• Serve as the primary liaison with the National Operations Manager and / or Client for all mailroom services, resolving issues and ensuring satisfaction
• Implement continuous improvement processes to increase efficiency, reduce costs, and improve quality
• Ensure compliance with all corporate and client security protocols, confidentiality policies, and safety standards
• Manage inventory of mailroom supplies and equipment; coordinate maintenance and vendor services as needed
• Prepare regular reports on volume, productivity, and performance for both internal and client stakeholders
• Lead a team of mailroom staff, including hiring, training, performance evaluation, and scheduling
• Ensure strict compliance with financial regulations, company policies, and client confidentiality requirements as needed
• Serve as the main point of contact for the client regarding mailroom services, respond to and resolve escalations in a professional and timely manner
• Oversee maintenance of mailroom solutions, including scanning, indexing, secure electronic distribution, audit logging and other solutions as needed
• Monitor and report on service metrics, volumes, and SLAs; develop action plans to meet or exceed performance targets
• Conduct regular quality assurance checks and audits to ensure document integrity and chain-of-custody protocols
• Manage mailroom inventory, coordinate maintenance for mailing equipment, and liaise with vendors as necessary
• Identify and implement process improvements that increase security, efficiency, and cost-effectiveness
• Prepare detailed operational reports and participate in client and internal review meetings
• Standard business hours with occasional need for early / late shifts depending on client need
• All other duties as needed or required

Minimum Qualifications and Requirements

Quality Driven Management

Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science. Suggests areas for improvement in internal processes along with possible solutions.

FedEx Office is an Equal Opportunity Employer including, Vets / Disability.