Mailroom Manager

JLL•Oakland, CA

2d•$110,000 - $117,000•Onsite

About The Position

We are seeking a strategic and customer-focused Global Mailroom Manager to transform mail operations and deliver exceptional service within our client's workspace. This role combines hands-on operational leadership with strategic innovation, requiring someone who can simultaneously address current processing challenges, eliminate a significant backlog, and build scalable, future-ready mailroom solutions. The ideal candidate will lead and develop a diverse mailroom team while maintaining superior customer experience at the forefront of every decision. This position requires a strong operator who can balance immediate operational needs with long-term strategic thinking—someone who views process gaps as opportunities and understands that exceptional mailroom service directly impacts organizational effectiveness and client satisfaction.

Requirements

5–7 years in mailroom operations, logistics, or high-volume operational environments
Minimum 2–3 years of supervisory experience with direct reports
Experience with mailing equipment use, maintenance, and troubleshooting
Proficiency with mail tracking systems and document management platforms
Strong problem-solving and analytical skills
Excellent communication skills with ability to influence stakeholders at all levels
Unwavering commitment to superior customer experience
Proven ability to thrive in ambiguous and rapidly changing environments
Strategic thinking with capability to balance immediate needs with long-term innovation
Accountability and ownership of results with clear follow-through
Innovation mindset that actively seeks best practices to elevate operations
Candidates must be authorized to work in the United States without sponsorship.

Responsibilities

Assess current mail backlog and develop a clear recovery plan with defined timelines
Prioritize critical mail (legal, financial, time-sensitive documents)
Implement triage workflows to systematically reduce and eliminate backlog
Provide weekly progress updates to Account Leadership and client stakeholders
Establish metrics to track backlog reduction and prevent future accumulation
Oversee all incoming/outgoing mail processing, scanning, distribution, and courier management
Ensure timely and accurate processing aligned with Service Level Agreements (SLAs)
Monitor daily volumes and proactively adjust workflows to prevent bottlenecks
Maintain comprehensive records of all mail and courier shipments
Manage destruction of confidential materials and secure shredding processes
Ensure mailroom is fully operational during all designated business hours
Supervise mailroom employees with full accountability for performance management and development
Set clear performance expectations for productivity, accuracy, and customer service
Conduct regular performance reviews, coaching sessions, and skill development planning
Foster a culture of continuous improvement, accountability, and customer-first thinking
Identify root causes of operational breakdowns and implement corrective solutions
Create, document, and enforce Standard Operating Procedures (SOPs) for all mail handling
Introduce efficiency improvements (batch processing, automation, prioritization systems, etc.)
Bring new trends, technologies, and industry best practices to the client
Act as primary contact for teams impacted by mail operations (Legal, Finance, Operations, Compliance)
Provide transparent updates on backlog status and timelines
Partner cross-functionally to align priorities and exceed expectations
Ensure proper handling, tracking, and chain-of-custody for sensitive documents
Provide record retention support in accordance with client procedures
Maintain knowledge of postal laws, rates, and regulations
Report on mail expenditure and reconcile supply charges
Manage vendor relationships including equipment providers (Pitney Bowes), courier services, and specialized partners
Negotiate service level agreements and monitor vendor performance
Conduct vendor reviews and identify cost optimization opportunities
Track and report on backlog volume, processing rates, turnaround times, and SLA compliance
Deliver regular performance reporting to Account Leadership and client stakeholders
Use data analytics to drive continuous improvements
Establish KPIs and dashboards for operational transparency