Lead, CX Workflow Support

OSG•Carol Stream, IL

11d•$52,000 - $61,000

About The Position

The Lead, CX Workflow Support is an emerging operational workflow leader responsible for both executing hands-on tasks and providing day-to-day guidance to a team of CX Workflow Support specialists. This role serves as the connective layer between frontline production execution and senior management oversight. The Lead remains deeply active in order management, data handling, quality control, and operational coordination while developing the leadership and process-ownership skills required for growth into a Manager or Director role over time. The ideal candidate is a high-performing CX Workflow Support specialist who demonstrates sound operational judgment, a drive for accuracy, and a natural inclination to support and guide peers through complex production scenarios. This position is intentionally structured as a development role: the Lead will be coached, given increasing responsibility, and evaluated against a leadership growth path.

Requirements

Bachelor’s degree or equivalent experience in operations, business, communications, or a related field.
4–8 years of experience in production coordination, print operations, Direct Mail, or similar client-facing operational roles.
Demonstrated ability to informally lead, guide, or mentor peers in a production or operational setting.
Strong organizational and workflow management skills with the ability to manage multiple concurrent priorities.
Experience with data manipulation, file handling, and production-related software tools or equivalent QA platforms.
Excellent attention to detail and commitment to accuracy in a high-volume, deadline-driven environment.
Strong communication skills with the ability to collaborate across production, operations, client-facing, and technology teams.

Nice To Haves

Prior experience in a senior or high-performing individual contributor role within a workflow support or production operations function preferred.

Responsibilities

Provide day-to-day guidance, workload prioritization support, and informal coaching to a team of CX Workflow Support specialists.
Serve as the first point of escalation for peers when production issues, data anomalies, or client-facing decisions require additional judgment.
Assist in onboarding and training new team members on order creation procedures, job management standards, quality control protocols, and data handling workflows.
Model best practices in accuracy, documentation, file integrity, and client communication.
Provide performance observations and team feedback to the Manager or Director or VP of Workflow Support.
Create and manage production orders received via email and other intake channels, ensuring accuracy, completeness, and proper documentation.
Oversee test order creation for the team, including setup, validation, and communication of results to clients and internal teams.
Review peer order intake for quality and flag systemic errors or recurring issues for corrective action.
Verify and release production jobs in accordance with operational standards and client-specific requirements.
Prepare manual job tickets, perform job setup tasks, and track file movement throughout the production lifecycle.
Monitor team-level production workflows to ensure timely completion and escalate bottlenecks or risks as needed.
Step in to execute or support complex or high-priority jobs when team capacity or complexity requires it.
Perform and guide data conversion, merging, and validation of client files for non-standard programs.
Ensure file integrity, version control, and downstream compatibility across team-managed workflows.
Coordinate with clients or internal teams to resolve data discrepancies, missing components, or file-related issues, including escalating where needed.
Identify recurring data quality issues and surface recommendations for process improvements to leadership.
Conduct QA validation using validation tools and serve as a quality resource for peers on complex validation scenarios.
Perform and review order audits to identify discrepancies, errors, or compliance issues across the team’s work.
Document QA findings, support root cause analysis (RCA) efforts, and assist in developing corrective actions.
Help maintain and refine QA checklists and audit procedures to improve team consistency.
Track and coordinate insert materials with internal operations and external partners for the team’s active production runs.
Monitor availability, usage, and reconciliation of inserts and flag potential shortfalls or compliance issues in advance.
Act as a senior liaison between client needs and production operations, communicating requirements, changes, risks, and special instructions clearly and proactively.
Support the team in resolving production issues, clarifying workflows, and maintaining timelines in coordination with operations teams.
Represent the CX Workflow Support team in cross-functional operational discussions when appropriate.
Lead or coordinate internal and client testing efforts, including data checks, production dry runs, and test file validation.
Assist team members in troubleshooting production and test issues, and escalate systemic problems to the Senior Manager.
Create shipping requests and coordinate outbound logistics for team-managed production runs.
Support and oversee scanning workflows and return mail processing activities, ensuring accurate tracking and documentation.
Create and manage non-standard stamp requests for the team, ensuring adherence to client specifications and postal requirements.
Proactively identify workflow inefficiencies, accuracy risks, and improvement opportunities across team operations.
Lead or participate in process improvement initiatives and represent frontline operational insights in enhancement discussions.
Help document and maintain updated standard operating procedures (SOPs) for recurring workflows.