Manager, Control Tower Operations (Hybrid/Remote)

About the role

Pitney Bowes is hiring a Manager, Control Tower Operations at its Omaha, NE presort facility. This hybrid role prefers candidates located in Omaha, NE but will consider strong candidates outside the area able to travel. You will lead a team of Control Tower Specialists and Transportation Coordinators, driving performance, consistency, and strategic execution across the Control Tower.

Pitney Bowes Presort Services performs mail sorting work that would typically be done by the USPS, enabling discounted postage rates shared with clients. The national network processes over 17 billion pieces of mail annually, providing end‑to‑end solutions from pick‑up to delivery.

Responsibilities

• Provide day‑to‑day leadership, coaching, and performance management for a team of Control Tower Specialists; build individual capability, foster a high‑performance culture, and ensure the team has the direction, tools, and support needed to execute at a high level.
• Establish and communicate clear priorities, workflows, and performance expectations for the Control Tower; ensure consistent, high‑quality execution across dispatch, track and trace, site communications, and exception management.
• Serve as the primary point of accountability for carrier and vendor performance within the Control Tower’s scope; conduct regular performance reviews, lead corrective action conversations, and drive carrier compliance with contractual service commitments.
• Partner with the corporate transportation team and site leadership on strategic initiatives including network optimization, TMS enhancements, carrier sourcing, and new client implementations; lead the Control Tower’s contribution and serve as the connective link between corporate direction and site‑level execution.
• Monitor and report on key transportation performance metrics including on‑time delivery, carrier compliance, and network service levels; provide leadership and cross‑functional stakeholders with clear, data‑driven performance narratives and recommendations that drive accountability and continuous improvement.
• Build and maintain effective relationships with Presort Operating Sites and Corporate Transportation; serve as the primary escalation point from the field into the Control Tower and resolve issues that exceed the team’s authority level.
• Develop and deliver regular performance reporting on team KPIs, carrier compliance, SLA achievement, and exception trends; provide leadership with actionable insights and data‑driven recommendations for continuous improvement.
• Identify and lead operational improvement initiatives within the Control Tower; formulate process changes, drive adoption across the team, and measure outcomes to ensure sustained efficiency and service gains.
• Maintain accountability for the accuracy and integrity of TMS data, operational procedures, and compliance requirements across the team; identify gaps and implement corrective measures where standards are not met.
• Partner with HR and leadership on hiring, onboarding, and workforce planning for the Control Tower team; ensure adequate staffing levels and skill coverage to meet operational needs.

Qualifications

• At least five (5) years of progressive experience in