Assistant Director for Mail Services - University Printing and Mail - UTK

University of Tennessee•Knoxville, TN

9h•Onsite

About The Position

The University of Tennessee, Knoxville is seeking an Assistant Director to lead Mail Services operations within the Print & Mail department. This role is responsible for managing daily mail and package operations across a 900+ acre campus, ensuring reliable, efficient, and customer-focused service for faculty, staff, and students. Serving more than 250 buildings and supporting thousands of campus users, Mail Services plays a critical role in campus connectivity—processing over 40,000 packages per month during peak periods. The Assistant Director provides leadership, operational oversight, and strategic direction to maintain high service standards while continuously improving processes, systems, and team performance.

Requirements

5–7 years of management or supervisory experience in mail and/or package services
Demonstrated knowledge of mail operations, postal regulations, and shipping processes
Experience with postage systems, package processing software, and bulk mail operations
Knowledge of large-scale mail and package operations (inbound, outbound, delivery)
Knowledge of USPS regulations and bulk mailing processes
Ability to manage multiple priorities and high-volume operations
Strong customer service and communication skills
Ability to oversee budgeting, financial tracking, and operational reporting
Familiarity with automated mail systems and emerging technology trends

Nice To Haves

Associates or Bachelors Degree
Experience in a higher education mail services environment
Experience managing teams of full-time staff and student employees
Familiarity with USPS systems (PostalOne, Business Customer Gateway), DFWorks, and presort software
Experience with intelligent package locker systems and tracking technology
Passport Acceptance Agent certification or ability to obtain

Responsibilities

Lead and supervise full-time staff and student employees, including scheduling, training, and performance management
Establish daily priorities and staffing plans to meet service expectations and peak demand periods
Foster a highly productive and engaged team environment through onboarding, training, and communication
Maintain strong relationships with campus partners and external vendors (USPS, FedEx, UPS, Amazon)
Develop and report on performance metrics and recommend service improvements
Oversee the accurate and timely processing, sorting, and delivery of all incoming and outgoing mail and packages
Ensure efficient operation of intelligent package locker systems and troubleshoot issues as needed
Develop and implement surge staffing and operational plans during high-volume periods
Maintain equipment performance through preventative maintenance programs
Ensure timely handling of return-to-sender items and cross-training of staff across operational areas
Manage postage accounts and meter balances
Oversee billing, chargebacks, and financial transactions in coordination with the Print & Mail business office
Track key performance indicators to ensure service standards are met
Support budget planning, equipment evaluations, and business case development for upgrades
Manage vendor contracts, service agreements, and inventory of operational supplies
Serve as the subject matter expert for USPS rules, regulations, and mailing standards
Ensure compliance with postal requirements, bulk mailing processes, and passport services (as applicable)
Maintain strong customer service programs and resolve concerns effectively
Ensure public-facing information and communication channels are accurate and up to date