Mailroom Manager

Key Responsibilities

• Assess current mail backlog and develop a clear recovery plan with defined timelines
• Prioritize critical mail (legal, financial, time-sensitive documents)
• Implement triage workflows to systematically reduce and eliminate backlog
• Provide weekly progress updates to Account Leadership and client stakeholders
• Establish metrics to track backlog reduction and prevent future accumulation
• Oversee all incoming/outgoing mail processing, scanning, distribution, and courier management
• Ensure timely and accurate processing aligned with Service Level Agreements (SLAs)
• Maintain comprehensive records of all mail and courier shipments
• Manage destruction of confidential materials and secure shredding processes
• Ensure mailroom is fully operational during all designated business hours
• Supervise mailroom employees with full accountability for performance management and development
• Set clear performance expectations for productivity, accuracy, and customer service
• Conduct regular performance reviews, coaching sessions, and skill development planning
• Foster a culture of continuous improvement, accountability, and customer-first thinking
• Identify root causes of operational breakdowns and implement corrective solutions
• Create, document, and enforce Standard Operating Procedures (SOPs) for all mail handling
• Introduce efficiency improvements (batch processing, automation, prioritization systems, etc.)
• Bring new trends, technologies, and industry best practices to the client
• Act as primary contact for teams impacted by mail operations (Legal, Finance, Operations, Compliance)
• Provide transparent updates on backlog status and timelines
• Partner cross-functionally to align priorities and exceed expectations
• Ensure proper handling, tracking, and chain-of-custody for sensitive documents
• Provide record retention support in accordance with client procedures
• Maintain knowledge of postal laws, rates, and regulations
• Report on mail expenditure and reconcile supply charges
• Manage vendor relationships including equipment providers (Pitney Bowes), courier services, and specialized partners
• Negotiate service level agreements and monitor vendor performance
• Conduct vendor reviews and identify cost optimization opportunities
• Track and report on backlog volume, processing rates, turnaround times, and SLA compliance
• Deliver regular performance reporting to Account Leadership and client stakeholders
• Use data analytics to drive continuous improvements
• Establish KPIs and dashboards for operational transparency

Qualifications

• 5–7 years in mailroom operations, logistics, or high-volume operational environments
• Minimum 2–3 years of supervisory experience with direct reports
• Experience with mailing equipment use, maintenance, and troubleshooting
• Proficiency with mail tracking systems and document management platforms

Core Competencies

• Strong problem-solving and analytical skills
• Excellent communication skills with ability to influence stakeholders at all levels
• Unwavering commitment to superior customer experience
• Proven ability to thrive in ambiguous and rapidly changing environments
• Strategic thinking with capability to balance immediate needs with long-term innovation
• Accountability and ownership of results with clear follow-through
• Innovation mindset that actively seeks best practices to elevate operations