Manager, Fulfillment

About This Role

This role involves managing a team of supervisors and processors across two sites, overseeing print and distribution activities, and supporting various customer operations departments. The manager is responsible for work allocation, adherence to standard operating procedures, incident reporting, and continuous improvement initiatives, as well as internal administrative tasks related to mail and facility services.

Responsibilities

• Ensure print jobs are occurring and shipped within contractual SLAs
• Ensure the team is processing within the guidelines of 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 incidents and, in coordination with the Fulfillment Support Specialist, develop short- and long-term improvements
• Perform and document formal customer Root Cause Analysis within the contractual SLA timeline
• Act as a point of escalation for customers, managing the timely handling and resolution of 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
• Account 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 the 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
• 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