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 (e.g., GLBA, FINRA, SEC, SOX), 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

• High School diploma or equivalent education required, some college preferred
• 2+ years supervisory or lead experience in a service or operations environment.
• 2 + years program management or operations execution
• 2+ years of account management / customer service experience for large client accounts
• Experience with USPS, FedEx, and other logistics partners preferred
• Experience with mailroom equipment and vendors (e.g., postage meters, envelope openers, barcode scanners) preferred
• Intermediate proficiency in Microsoft Office (Outlook, Excel, Word) and mail tracking software
• Strong organizational and time management skills
• Effective communication skills, both verbal and written, with the ability to interact professionally with customers, vendors, and employees at all levels
• Strong attention to detail, accuracy, and commitment to quality service
• For new hires, must meet all FedEx Office employment qualifications in force at time of hiring
• For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook

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.

• Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.
• Applies Quality concepts presented at training during daily activities.
• Supports FedEx Office Quality initiatives.

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