Assistant Operations Director, Package & Postal Services - University Printing & Mail - UTK

University of Tennessee•Knoxville, TN

12d•Onsite

About The Position

The University of Tennessee, Knoxville is seeking an Assistant Operations Director to lead package and postal services within the Print & Mail department. The role oversees daily mail and package operations across a campus of more than 920 acres, serving more than 250 buildings and thousands of campus users. Mail Services processes over 40,000 packages per month and more than 250,000 annually. The Assistant Operations Director provides leadership, operational oversight, and strategic direction to maintain reliable, efficient, and customer-focused service while improving processes, systems, and team performance. The position leads full-time staff and student employees, oversees accurate and timely mail and package handling, and coordinates operational, financial, equipment, and compliance activities. It works with campus partners, local postal and shipping representatives, and the business office. The role is onsite in Knoxville, Tennessee, and may require occasional evening or weekend work and in- or out-of-state travel, including possible overnight travel.

Requirements

High school diploma or GED.
At least 4 years of progressive management, leadership, or supervisory experience in large-scale processing or handling operations, logistics, distribution, service delivery, postal services, or related functions.
Experience supervising staff and managing performance.
Detailed experience with software and/or automation supporting processing and handling operations.
Demonstrated history of team building and team-member development.
Ability to lift 10 pounds frequently and up to 50 pounds infrequently.
Ability to occasionally work evenings or weekends and possibly travel overnight.
Legally authorized to work in the United States full time without a need now or in the future for sponsorship for employment-based visa status.

Nice To Haves

Associate's or bachelor's degree.
At least 2 years of management experience in a higher education mail services organization.
Experience with intelligent package locker systems and associated package tracking software.
Demonstrated knowledge of mail services practices, postal rules and regulations, and overnight shipping guidelines.

Responsibilities

Lead and supervise full-time staff and student employees, including scheduling, training, and performance management.
Establish an onboarding program, conduct regular team training and communication sessions, and complete annual detailed performance reviews.
Set daily priorities, assign responsibilities, and establish and publish schedules to meet service standards and plan for anticipated needs.
Maintain relationships with campus partners, including residential life and department heads, as well as local USPS leadership and local or regional Amazon, FedEx, and UPS representatives.
Develop monthly performance-indicator reports for the Director and Campus Operations Leadership; analyze metrics, identify trends, and implement service and efficiency improvements.
Promote a collaborative culture focused on customer service.
Supervise operations to ensure accurate and timely handling of mail and packages, providing hands-on support as needed while prioritizing direction and team support.
Monitor performance and maintenance of the intelligent package locker system, troubleshoot hardware and software issues, and ensure multiple team members are trained to handle these matters.
Prepare surge staffing plans when needed and present plans to leadership when funding or additional hours are required.
Ensure return-to-sender items are processed promptly.
Develop and implement a standard maintenance program for equipment and assets, including vehicles and intelligent lockers.
Ensure staff cross-training across operational areas and document each team member's proficiency.
In coordination with the business office, reconcile transactions for postage accounts, including postage due, business reply, and permit accounts.
Ensure postage and shipping costs are captured and charged back to departments, and submit required billing and internal chargebacks in DFWorks.
Grant campus users access as needed and provide educational training.
Submit postage requests and monitor postage account balances and activity.
Monitor key performance indicators to ensure service standards and deadlines are met.
Prepare documentation and business models for equipment replacement, upgrades, or additions.
Coordinate with the business office to manage inventory of mail and package processing and delivery supplies and materials.
Coordinate with the business office to keep public-facing information, including web pages and intranet content, current and accessible.
Manage equipment and software service agreements, updates, and repairs.
Maintain applicable certifications and compliance efforts, including ensuring bulk mailings follow departmental guidelines and USPS rules and maintaining passport agent status.
Perform other duties as assigned and identified.