Manager Client Mail Services

Description

POSITION SUMMARY:
The Manager, Client Mail Services is a strategic leadership role responsible for the overall direction, profitability, resilience, and management of the Enterprise Team. The position focuses on high-level program management, comprehensive business administration, and the strategic oversight of our enterprise mail services. The successful candidate will be a key driver of efficiency and growth by ensuring programs are delivered to the client expectations, creating adaptive strategic roadmaps, ensuring operational resilience, and harnessing data for informed decision-making across all national mail service programs. This role will be responsible for managing the communication and support of any on-site and near-site facilities (possibly multi-site) to ensure contractual obligations of commercial clients are met. This includes the responsibility for providing the client with the highest level of customer service, the implementation of quality control systems to maintain consistent quality excellence, and the development of a positive working relationship with the client to facilitate the achievement of performance and compliance objectives. The Manager, Client Mail Services includes responsibility for successful execution of administrative tasks, program enhancement and implementation through direct reports to include a program manager and administrative staff. The role will work on-site at the client’s office/location(s) on a regular basis. Travel is as needed but forecasted to be approximately 25%.

“This position is eligible for remote work and may be located anywhere within the United States excluding AK, HI and U.S. territories, however if you live within the 50 miles radius of a campus you will be required to work at a FedEx campus location several times per week.”

GENERAL DUTIES AND RESPONSIBILITIES:

(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

• Lead and develop the Enterprise Team, cultivating accountability, continuous improvement, and professional growth.
• Oversee the recruitment, training, and performance management of Client Operations Program Specialists and Managers 
• Communicate a clear and unifying vision for the enterprise programs, ensuring alignment with the company's overall business objectives
• Oversee a portfolio of enterprise mail service programs, ensuring that all projects work together to deliver cohesive benefits to the organization
• Develop and maintain dynamic, outcome-oriented strategic roadmaps that serve as flexible, high-level blueprints for the program's goals and deliverables
• Facilitate a collaborative planning process, breaking down programs into smaller phases to allow for iterative delivery and adaptability to changing client needs
• Identify, manage, and make visible all dependencies and risks across teams and workstreams to ensure a smooth flow of value
• Establish and enforce program governance, ensuring the roadmap is regularly reviewed and adapted based on feedback and new insights
• Direct the business administration functions for Mail Services, including strategic planning and resource allocation  
• Ensure all mail service operations comply with regulations (e.g., USPS) and internal policies, implementing & adhering to controls to mitigate financial and operational risks 
• Integrate business continuity and disaster recovery considerations into the program lifecycle, fostering a culture of resilience to minimize the impact of potential disruptions 
• Serve as a primary point of contact for high-level escalations and strategic discussions with enterprise clients
• Align program activities with strategic priorities, facilitating clear communication between departments, vendors, and senior leadership
• Prepare and present concise, high-level reports on program status, risks, and outcomes to stakeholders, often using program dashboards for real-time visibility
• Ensure execution on monthly expectations and standards, strategies, and action items
• Participate in the complaint review process as primary client point of contact
• Provide overall communication for duties associated with client account maintenance, systems, and procedures
• Monitor and provide feedback on the quality and timeliness of all work produced to ensure compliance at or above the client’s expectation
• Builds strong partnerships and influences stakeholders at all levels to lead cross-functional teams, drive strategic initiatives, and achieve business objectives.
• Prepare data and deliver presentations for the client and FedEx Office senior management.
• Required to conduct audits on client defined cadence and ensure compliance with processes and procedures
• Provide leadership and oversight for assigned managers by driving hiring and onboarding, ensuring exceptional customer experiences, managing employee performance and corrective actions, maintaining compliance with SOPs, and overseeing payroll, productivity, and staffing to achieve operational objectives.
• All other duties as needed or required

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• 5+ years experience in operations management, with a significant focus on program management in a services-based industry

• Proven experience leading and developing a team of managers and specialists

• Strong expertise in business administration

• Demonstrated ability to manage complex programs with multiple interdependent projects and dependencies

• Exceptional leadership, communication, and data-driven problem-solving skills

• Proficiency in data analysis and visualization tools (e.g. PowerBI, Tableau) and project management software

• Excellent time management skills to include prioritization of tasks, communication, execution to meet established deadlines

• Experience building and collaborating with cross functional partners (Sales, HR, Recruiting, Security, Finance, Technology)

• Intermediate to Advanced skills in Google and Microsoft Office tools, including Docs, Forms, Word, PowerPoint, Outlook and Excel

• Bachelor’s Degree in Business or equivalent experience

• Account management / customer service experience for large client preferred

• Travel will be required

• For new hires, must meet all FedEx Office employment qualifications in force at time of hiring

• For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook

ESSENTIAL FUNCTIONS:

• Ability to travel as required in order to meet with customers, vendors, other team members, and/or other business necessities

• Ability, on a consistent basis, to maintain attention and concentration for extended periods of time

• Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members

• Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members

• Ability, on a consistent basis, to perform work activities requiring cooperation and instruction

• Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure

• Ability, on a consistent basis, to work within the appropriate level of independence

• Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position

Preferred Qualifications:

Pay Transparency:

Pay:

Additional Details:

For details on our comprehensive benefits, click here.

Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science. Suggests areas for improvement in internal processes along with possible solutions.

• Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.
• Applies Quality concepts presented at training during daily activities.
• Supports FedEx Office Quality initiatives.

FedEx Office is an Equal Opportunity Employer including, Vets/Disability.

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• Pay Transparency

FedEx Office will provide reasonable accommodations to qualified individuals with disabilities, including throughout the application and hiring process, if requested. Applicants who require reasonable accommodations in the application or hiring process should email HR.Recruiting@fedex.com.

FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and the New York City Fair Chance Act. The existence of a criminal record is not an automatic or absolute bar to employment and a candidate’s criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. If you are applying in Philadelphia, PA, you can click here to learn about Philadelphia’s fair chance hiring law.

For more information, click here.