Program Manager - Print & Mail Operations

Our client seeks an experienced Program Manager to lead a large-scale Print and Mail Operations transformation. The role oversees the transition of high-volume print and mail from internal facilities to a strategic third-party vendor while maintaining customer service, operational excellence, and regulatory compliance. The Program Manager will lead vendor onboarding, facility shutdown planning, knowledge transfer, process migration, and operational readiness. After implementation, the role will manage ongoing vendor performance, service delivery, continuous improvement, and digital transformation to reduce print dependency and improve customer experience. The Program Manager will partner with business leaders, technology teams, vendor partners, and internal stakeholders to represent operations and customers.

This is a full-time, permanent opportunity, offering a competitive salary and comprehensive benefits package. Qualified applicants must be willing and able to work on a w2 basis.

Salary: $160,000 - $180,000/ yr. w2

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• Lead the migration of print and mail operations from multiple internal facilities to a strategic third-party vendor.
• Develop and execute a comprehensive transition roadmap with timelines, milestones, risk management, and stakeholder communications.
• Coordinate facility shutdown activities with minimal disruption to customers and business operations.
• Capture institutional knowledge and operational expertise from retiring team members and subject matter experts.
• Establish governance structures and executive reporting mechanisms across the program lifecycle.
• Drive cross-functional coordination among Operations, Technology, Product, Compliance, Customer Experience, and Vendor teams.
• Serve as the primary business owner and operational leader for the outsourced print and mail relationship.
• Manage vendor performance against SLAs, quality targets, production schedules, and customer commitments.
• Ensure timely delivery of customer communications, statements, notices, and correspondence generated from core banking systems.
• Lead operational reviews, performance assessments, issue resolution, and continuous improvement.
• Represent the voice of the customer and operations in strategic decision-making.
• Monitor customer service metrics and operational performance to identify improvements.
• Drive enhancements that improve delivery quality, reduce defects, and increase customer satisfaction.
• Evaluate and implement operational efficiencies that improve throughput and reduce costs.
• Identify opportunities to reduce paper-based communications through digital adoption.
• Partner with product, technology, and business stakeholders to modernize customer communication processes.
• Manage business requirements intake, prioritization, and backlog planning for print, mail, and digital communications.
• Translate operational needs into actionable business requirements and implementation plans.
• Develop understanding of files, workflows, and data feeds from core banking and transaction processing systems.
• Ensure production processes remain compliant with regulatory, operational, and customer service requirements.
• Support change management, system enhancements, testing, and production readiness.

• 8+ years in Program Management, Project Management, Operations Leadership, or Delivery Management.
• Experience leading large-scale operational transformations, outsourcing, or vendor transitions.
• Experience managing third-party vendors and service delivery organizations.
• Strong understanding of production operations, process improvement, and operational governance.
• Proven ability to manage complex cross-functional programs with multiple stakeholders.
• Experience developing executive presentations, status reporting, and steering committee communications.
• Preferred: Experience in print, mail, document services, statement processing, or customer communications management.
• Preferred: Experience in banking, financial services, credit unions, insurance, utilities, or regulated industries.
• Preferred: Familiarity with correspondence from core banking or transaction processing systems.
• Preferred: Experience managing high-volume production environments.
• Preferred: Knowledge of Lean, Six Sigma, or continuous improvement. xhyhwjd
• Preferred: Experience driving digital transformation to reduce physical mail and improve engagement.