Manager, Print & Mail Operations

Description and Requirements

The Manager of Print and Mail Operations is responsible for leading a department of Team Leads and Mail Clerks in the overall Mail operations of processing incoming and outgoing mail including receiving, routing, distributing, printing and mailing correspondence, and shipping & receiving parcels. The Manager provides oversight of third-party vendors to process incoming and outgoing correspondence, and coordinates mail activities between internal stakeholders and vendors. The role is accountable for ensuring departmental processes and procedures are followed, Service Level Agreements (SLAs) are met, and necessary process improvements are implemented to maintain quality and reduce operating costs.

• Comply with HIPAA guidelines and maintain confidentiality of member, provider, and departmental information. Adhere to state and federal compliance and regulatory guidelines.
• Lead department of Team Leads and Mail Clerks to ensure departmental processes and procedures are followed.
• Oversee mail operations: receiving, routing, distributing, printing and mailing correspondence and shipping & receiving parcels in New York and Florida mail operations.
• Provide oversight of third-party vendors to process incoming and outgoing correspondence.
• Ensure appropriate resource scheduling to achieve departmental goals regarding productivity, quality, and timeliness to meet SLAs.
• Empower the department and foster an environment to ensure high quality of work, accountability and a high level of customer service.
• Monitor department budget and manage resources to meet or exceed budget expectations and make recommendations to reduce operating expenses.
• Work with USPS to maintain PO Box and mail forwarding agreements and establish new agreements as needed.
• Oversee maintenance and upgrades of existing mail processing equipment and obtain quotes for new equipment as needed.
• Implement process improvements and recommend technological advancements to improve quality, productivity, and support role/process simplification.
• Partner with appropriate individuals/departments as necessary to resolve issues as needed.
• Monitor reporting to ensure internal and vendor mail processing is completed in accordance with SLAs.
• Maintain and update the Business Continuity Plan to balance work between mail operations in New York and Florida and third-party print vendors.
• Perform additional duties as needed or assigned.

• High school diploma or GED from an accredited institution
• Microsoft office experience with Word and Excel
• Strong verbal and written communication skills and ability to communicate in a clear, concise and grammatically correct way
• Understanding of USPS postal regulations and requirements
• Working knowledge of printing, folding & insertion and postage equipment
• Prior work experience managing a team
• Experience with vendor oversight
• Ability to monitor/support a seven day per week operation including holidays and weekends
• Occasional travel to the Florida location as needed

• Bachelor's degree from an accredited institution
• Work experience in a healthcare environment