Mail Services Operations Manager

Paradigm•Sioux Falls, SD

1d•Onsite

About The Position

The Mail Services Operations Manager provides strategic and operational leadership for the Mailroom department and is accountable for department performance, workforce planning, service delivery, vendor management, financial stewardship, and continuous improvement initiatives. This position partners with senior leadership and cross-functional stakeholders to establish operational priorities, recommend business solutions, and ensure scalable, compliant, and customer-focused service delivery. The Manager drives performance through data-informed decision making, talent development, and effective resource management while achieving organizational goals and service expectations. This is an in office role in our Sioux Falls office.

Requirements

Bachelor’s degree or equivalent operational leadership experience
3-5+ years of management experience, including people leadership
Experience leading multi-functional administrative, operational, or service-oriented teams.
Experience managing departmental performance metrics, workforce planning, and operational improvement initiatives.
Experience leading organizational change and process transformation efforts.
Experience developing talent, succession plans, and employee engagement strategies.
Demonstrated ability to influence business decisions across departments and levels of leadership.
Strong business acumen and operational decision-making skills.
Ability to analyze operational data and translate findings into actionable business recommendations.
Proven ability to manage competing priorities and allocate resources effectively.
Excellent organizational skills and attention to detail
Able to collaborate with other team members and departments within the Paradigm enterprise.
Excellent time management skills
Strong written and verbal communication skills.
Ability to manage multiple priorities and meet deadlines in a dynamic environment.
High level of professionalism, discretion, and confidentiality.
Proficiency in Microsoft Office Suite (e.g. Outlook, Excel, PowerPoint, Copilot) and remote collaboration tools (e.g. Teams, Zoom)
Exercise sound judgment and escalate concerns appropriately
Demonstrated ability to work independently and as part of a team.
Adaptability to changing priorities and technologies.
Commitment to continuous learning and professional development.
Able to travel as required.

Responsibilities

Lead and manage the overall performance, service delivery, and continuous improvement of Mailing Services operations, including mail processing, medical record administration, reporting, and SLA management.
Analyze operational metrics, forecast resource needs, prioritize departmental workloads, and make recommendations regarding staffing, workflow design, and process enhancements to ensure efficient, compliant, and customer-focused operations.
Establish and govern enterprise mailroom workflows, service standards, and work ownership models to ensure consistent execution, operational efficiency, compliance, and scalable support of business needs.
Analyze workflow performance and implement process improvements to optimize service delivery and resource utilization.
Own departmental SLA performance and operational effectiveness by monitoring key performance indicators, analyzing trends and root causes, and implementing corrective actions to address service gaps.
Partner with leadership to recommend and execute process, staffing, and resource improvements that enhance quality, efficiency, compliance, and customer satisfaction.
Lead departmental workload planning and service prioritization by evaluating business needs, operational capacity, and performance objectives.
Allocate resources, optimize workflow distribution, and implement workload management strategies to ensure timely, efficient, and customer-focused delivery of Mailing Services operations.
Oversee the governance of confidential information, including PHI and medical records, ensuring compliance with organizational policies and applicable regulatory requirements.
Assess privacy and operational risks, implement appropriate controls, and recommend process improvements to strengthen compliance and data protection.
Develop and maintain vendor partnerships, resource plans, and equipment strategies that support operational effectiveness, scalability, and achievement of departmental service level commitments.
Develop and implement business continuity, cross-training, and succession planning strategies to ensure sustained operational performance, minimize service interruptions, and support evolving business needs.
Lead workforce planning activities by assessing capacity requirements, forecasting staffing needs, and making recommendations regarding organizational structure, resource allocation, and succession planning.
Promote a culture of continuous improvement and professional development by actively engaging in leadership development opportunities, staying informed of industry trends and best practices, and leveraging acquired knowledge to improve operational performance, employee effectiveness, and service outcomes.
Lead the overall performance of the Mailroom team by establishing operational goals, quality standards, accountability measures, and performance expectations.
Monitor department results and implement strategies to improve productivity, service quality, compliance, and customer satisfaction.
Develop, manage, and monitor departmental budgets, operational expenditures, vendor costs, and resource investments, providing recommendations to leadership regarding funding needs, cost optimization opportunities, and long-term resource planning.
Partner with senior leadership and cross-functional stakeholders to evaluate operational challenges, recommend strategic solutions, and influence decisions that improve service delivery, operational efficiency, and organizational outcomes.
Lead special projects, operational initiatives, and other assignments as directed by the Senior Director, Mailroom and Facilities, providing subject matter expertise and recommendations to support departmental, cross-functional, and organizational objectives.
Use AI tools, as trained and approved, to support daily tasks, improve efficiency, and enhance work quality in alignment with established processes and guidelines.
Demonstrate a customer-first mindset by understanding Paradigm’s organization, products, operations, and customers; collaborate to meet customer needs and take accountability for service quality.
Provide leadership, coaching, and performance management for direct and indirect reports by establishing clear expectations, driving accountability, developing talent, and fostering employee engagement.
Identify succession and development opportunities, support workforce planning initiatives, and build organizational capability to achieve departmental objectives; conduct regular employee meetings.
Ensure team members understand, receive training on, and comply with Paradigm security requirements and policies.
Ensure team members have the minimum IT system access required to perform their Paradigm responsibilities.
Identify and lead continuous improvement opportunities to strengthen mailroom processes, service quality, and team efficiency.
Establish, govern, and continuously improve departmental policies, standard operating procedures, controls, and service standards to ensure operational consistency, regulatory compliance, risk mitigation, and alignment with organizational objectives.