Manager, Fulfillment

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence.

About the Role

The Manager of Fulfillment is responsible for managing a team of Supervisors, Sr. Fulfillment Processors, and Fulfillment Processors across two sites – Dallas, TX and Phoenix, AZ, and overseeing the print and distribution activities. They have oversight of the business to support Customer Operations: Payroll, Tax, Garnishments, Employee Services, COBRA, Finance & Accounting, and internal HR departments. The Fulfillment Manager reports to the Director of Payroll Operations.

Responsibilities

• Work distribution and scheduling
• Ensure print jobs are occurring and shipped within the customers’ contractual SLA
• Ensure that the team is processing within the guidelines of the standard operating procedures
• Monitor tasks to ensure service level agreements and high customer satisfaction levels are being met
• Report all incidents, including what happened and how. Assess the how and, in coordination with the Fulfillment Support Specialist, develop short- and long-term improvements
• Perform and document formal customer Root Causes Analysis within the contractual SLA timeline
• Serve as the point of escalation for customer – manage the timely handling and resolution of customer distribution issues
• Adhere to security protocols to safeguard confidential, proprietary, and customer information
• Ensure all work due each day has been processed in accordance with each business unit's delivery requirements
• Continually assess work products and procedures to ensure accurate and timely processing, and to identify continuous areas of improvement
• Accountable for all internal daily reporting and completion of work triggers (approval of print jobs, distribution status updates, follow-up with payroll for outlying incomplete jobs, etc.)
• Work consistently to deliver excellent customer service related to the entire distribution process
• Work with Fulfillment Operations Manager to ensure all equipment is maintained to a high standard of operation
• Facilitate special internal requests to applicable OSV departments
• Ensure 5S duties have been completed
• Assist with special projects as needed
• Support disaster recovery and business continuity mitigation plan, and execution against the plan
• Manage HR and Performance Appraisals for employees including employee 1:1 training, goal setting, professional development plans, and monthly performance scorecards

Requirements

• Must be able to lift up to 50 lbs
• Must be able to stand for extended periods
• Must be willing to work outside of standard business hours during year-end processing, and other times as required

Skills

• Excellent communication, problem-solving, critical thinking, and customer service skills
• Flexible in a changing environment
• Strong organizational skills with the ability to multi-task and support multiple customers and businesses effectively
• Strong collaboration skills to work closely with others in a team, supporting collective goals
• Detail-oriented with good time management skills
• Ability to establish and maintain effective working relationships, internally and externally
• Effectively leads multiple projects or initiatives
• Strong research skills
• Assurance in meeting deadlines
• Equipment mechanical skills

Supervisory Responsibility

Responsibility for entire team nationwide, including supervisory leadership.

Qualifications and Experience

• Bachelor’s degree or applicable work experience
• 3-5 years of leadership experience
• 7-10 years’ experience working in a fulfillment/distribution center
• Highly experienced with all Microsoft software programs

Preferred Skills

• Experience with Pitney Bowes/Bluecrest distribution equipment and software
• Experience with FedEx/UPS and USPS processes

Benefits

OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work.