Print and Mail Customer Service Manager (WMS2)

State of Washington•Thurston County – Tumwater, WA

About The Position

The Department of Enterprise Services (DES) is hiring a manager to oversee Customer Service, Estimating and Planning, and Farmout and Contracting for its Print and Mail program. The role provides leadership and direction to the teams responsible for these functions and ensures high-quality service to customers, from consultation and order entry through cost estimating, production planning, mailing, and arranging outsourced services when appropriate. The manager works with DES Contracts and Procurement to establish print-vendor contracts in compliance with procurement laws, prioritize small, diverse, and veteran-owned businesses, and track direct-buy spending. The position oversees operational planning, policies, procedures, contracting, customer assessment, fiscal analysis, pricing recommendations, and service improvements. It directly supports and leads a team of 10 staff, prioritizes requested work, and is accountable for timely processing of print and mail jobs. The manager is a major stakeholder in the Print and Mail operation’s annual $68 million budget and is directly responsible for developing, allocating, and managing the unit’s annual $10 million budget. The schedule is Monday through Friday, 8 a.m. to 5 p.m. Work outside business hours may be expected to meet business needs.

Requirements

Any combination of relevant education and/or professional experience in customer service, print and mail operations, planning, financial management, contract management, and program/project management totaling 10 years, plus 5 years of supervisory experience; experience may be concurrent.
Alternatively, a bachelor’s degree in business administration, public administration, or a related field, plus 5 years of demonstrated knowledge and experience in customer service, mail operations, print production, planning, financial management, contract management, and program/project management.
Demonstrate willingness to learn from new experiences, seek feedback, consider different perspectives, and continually improve knowledge, skills, communication, and approaches to work.
Seek to understand the needs and experiences of customers, coworkers, and communities; identify and address barriers to access and participation; and provide respectful, timely, and effective support.
Demonstrate Washington State Enterprise Leadership Competencies, including modeling and championing culture and values; cultivating a shared strategic vision; developing people; driving results; fostering learning, relationships, teamwork, and collaboration; communicating effectively; making things happen as a public servant; leading and navigating change; and embedding inclusion in decision-making.

Nice To Haves

Master’s degree in computer science, business administration, public administration, or a related field.
Skill in leading and implementing corrective action plans.
Public speaking and formal presentation skills.
Proficiency with computers and current commonly used software.
Ability to earn the trust, respect, and confidence of staff, coworkers, and customers through open communication, honesty, and professionalism.
Ability to work in a detail-oriented, stressful, and fast-paced environment.

Responsibilities

Design, refine, implement, and oversee print and mail order-planning processes and procedures, including estimating, role definition, research, and planning documents.
Oversee farmout and contracting processes, including bid development, solicitations, contract administration, and related planning documents.
Collaborate with DES Contracts and Procurement to establish print-vendor contracts, ensure solicitations comply with procurement laws, prioritize small, diverse, and veteran-owned businesses, and track direct-buy spending.
Collaborate with the division’s analyst on market research and price recommendations that align with the print industry while recovering costs.
Oversee assessment and evaluation of customer and business survey data to identify service improvements and maintain customer satisfaction.
Oversee data analysis and the development and presentation of fiscal analyses and business-case recommendations.
Develop recommendations to restructure or streamline customers’ print and mail processes and programs.
Negotiate special rates outside the published rate structure when necessary and when approved by the Division analyst, BRD Leadership, and DES Finance.
Recommend potential new markets based on customer requirements, technological advances, industry trends, and postal regulations.
Develop and implement program policies and promotional campaigns to help government customers reduce printing and mailing costs through consolidation and coordinated services.
Ensure appropriate and effective use of agency resources and enhance employee performance through timely appraisals and professional development opportunities.
Lead and provide direct operational, technical, and leadership support to a team of 10 staff.
Prioritize work requested by customer agencies, stakeholders, and Print and Mail staff, and ensure timely processing of print and mail jobs.
Develop, review, and implement policies, procedures, and business processes to promote efficient, consistent, and effective operations.
Prepare short-, mid-, and long-range goals and objectives for the Customer Service, Estimating and Planning, and Farmout departments.
Develop, allocate, and manage the unit’s annual $10 million budget, while serving as a major stakeholder or influencer in the operation’s annual $68 million budget.