Position Overview
We are searching for a hands-on Operations Manager to oversee all branch operations, including mailroom services, document preparation, scanning, imaging, and related document processing activities.
The ideal candidate is a strong, practical people manager with mailroom operations experience who is comfortable working closely with branch teams and building client relationships. This person must be able to troubleshoot operational problems, provide clear direction, hold managers accountable, and step in when a branch needs additional support.
Key Responsibilities
Branch Operations Oversight
- Oversee operations and performance across all branch locations, working directly with Branch Managers and through the Regional Branch Manager.
- Ensure branches meet established productivity, quality, turnaround time, service, and cost expectations.
- Review branch performance, staffing, workload, and backlogs; work with managers to address gaps and sustain improvements.
- Maintain visibility into branch operations through regular manager meetings, performance reviews, and site visits.
- Ensure consistent operating procedures while addressing location-specific and client-specific requirements.
Leadership Responsibilities
- Lead, coach, and develop staff to strengthen their ability and run effective operations.
- Establish clear expectations, provide timely feedback, and hold staff accountable for results and follow-through.
- Manage employee performance, attendance, staffing, communication, and team effectiveness.
- Identify leadership development needs and build management capability and succession readiness across branches.
Process Improvement and Client Relationships
- Build and maintain strong client relationships, meet with clients during on-site visits, and work with branch managers to address client needs, resolve concerns, and follow through on commitments.
- Partner with client-facing teams to address service concerns and ensure corrective actions are effective.
- Ensure managers understand client requirements and communicate changes clearly to their teams.
- Identify opportunities to improve workflows, increase productivity, reduce errors, and manage operating costs.
- Share effective practices across branches and ensure improvements are implemented consistently.
- Support new client implementations, workflow changes, and employee training.
Staffing Costs and Site Readiness
- Review staffing plans, schedules, overtime, and resource allocation to align capacity with business needs.
- Monitor operating expenses and help managers make sound staffing and purchasing decisions.
- Oversee facility readiness, equipment needs, supplies, and vendor issues in coordination with appropriate teams.
- Ensure branches follow established safety, privacy, information security, and records-handling requirements.
- Support business continuity planning and operational recovery when disruptions occur.
Qualifications
- Seven or more years of management experience, including responsibility for supervising and developing teams.
- Mailroom operations experience required, with a working understanding of document preparation, scanning, imaging, and production workflows.
- Experience managing other managers and overseeing multiple locations or distributed teams strongly preferred.
- Demonstrated ability to mentor managers, establish accountability, and improve operational performance.
- Strong troubleshooting skills and the ability to make timely, practical decisions.
- Ability to balance daily operational demands with longer-term improvements.
- Strong communication, organizational, and follow-through skills.
- Comfort using operational reports, spreadsheets, and workflow systems to monitor performance and identify issues.
What We Offer:
Starting Salary: 90,000+
PTO
Comprehensive HMO Coverage (Medical & Dental) Coverage starting Day 1 + 1 Free Dependent
Opportunity to work with leading U.S. healthcare organizations
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