National Account Manager (Mail, Print, Office Services)

The Millennium Group•New York, NY

About The Position

Now is a great time to join our growing company! The Millennium Group (TMG) is an award-winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30+ years of success in the industry. Job Summary The Operations Manager is responsible for overseeing office services across multiple states and locations, ensuring all Service Level Agreements (SLAs), quality standards, and client objectives are consistently met. This role provides leadership to on-site and remote teams, drives operational efficiency, partners closely with client leadership, and delivers high levels of customer satisfaction while achieving performance and reporting goals.

Requirements

Bachelor's degree preferred or equivalent relevant experience.
2–3 years of progressively responsible experience managing service or operations teams.
Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, and Teams).
Demonstrated ability to partner with leadership at all levels and build strong working relationships.
Strong analytical, problem-solving, and decision-making skills.
Proven leadership experience with a track record of hiring, developing, engaging, and retaining employees.
Experience managing remote teams across multiple locations.
Strong planning, prioritization, and execution skills with minimal supervision.
Ability to balance tactical operational needs with strategic business objectives.
trategic business objectives.

Responsibilities

Manage office services across multiple states and locations to ensure SLAs and quality metrics align with client objectives.
Oversee daily operations, workflow, and productivity to ensure services are delivered efficiently and accurately.
Supervise staff including daily activities, goal setting, team meetings, performance reviews, hiring, and disciplinary actions as needed.
Review and approve weekly timecards and prepare payroll-related reports.
Capture service volumes and prepare accurate monthly and quarterly operational reports.
Partner with client leadership to address concerns, recommend solutions, and ensure consistent use of performance metrics across all sites.
Ensure staff meets quality, productivity, and performance standards and achieves production targets consistently.
Identify and recommend service enhancements and value-added opportunities for the client.
Maintain operational procedures and performance measures, updating them as needed to support client objectives.
Troubleshoot and resolve non-routine customer issues; collaborate with and escalate matters to the Director of Operations when appropriate.
Ensure training materials are developed, implemented, and staff are properly trained to deliver client services.
Maintain working knowledge of all core operational functions including mail, print, shipping and receiving, switchboard, and special events.
Provide exceptional customer service at all times.
Perform other duties as assigned by the Director of Operations.