Operations Specialist

The Operations Specialist in Mail and Package Services supports the Manager in overseeing the daily operations of University mail services, ensuring accurate, efficient, and secure handling of all incoming and outgoing mail and packages. This position supports and guides staff and student workers, coordinates workflows, and provides excellent customer service to students, faculty, staff, and visitors. The Operations Specialist plays a key role in training, billing, coordinating, and motivating team members, ensuring compliance with postal regulations, and partnering with other departments to deliver seamless, high-quality services across Grounds. Key Responsibilities: Assist the Manager in coordinating daily operations and logistics of multiple mailrooms across Grounds. Coordinate and assist with mail and package receipt, sorting, logging, distribution, logistics, and delivery processes to ensure accuracy and timeliness. Ensures accuracy in logging and tracking packages using mail software systems (e.g., Qtrak and other tracking tools). Assist students, faculty, and staff with package pick-up, ensuring ID verification. Pick up, sort, process, and deliver outgoing mail, including interdepartmental, USPS, and carrier shipments (UPS, FedEx, etc.). Maintain logistics and organization of lockers and mailroom shelving, bins, and storage areas. Ensure compliance with university policies, USPS regulations, and carrier guidelines. Support large-scale projects such as move-in/move-out pre-placement, high-volume deliveries, and seasonal peaks. Coordinate with UVA Print and other university partners as needed to streamline operations and support shared projects. Safely operate university vehicles to transport mail and packages between designated academic and health system locations. Perform other duties and tasks as assigned to support operational needs. Team Leadership & Training Collaborate, coach, and schedule mail clerks, student staff, and temporary employees. Provide training on mailroom procedures, software systems, customer service, and safety protocols. Monitor performance, provide feedback, and assist in developing a culture of continuous improvement. Act as the lead manager when the Manager is unavailable. Customer Service & Problem Resolution Provide professional and friendly service to students, faculty, staff, and visitors. Troubleshoot delivery issues or misaddressed mail, ensuring packages are delivered correctly. Serve as a point of escalation for customer complaints or complex service issues. Promote a positive and collaborative work environment that values teamwork, open communication, and customer focus. Data, Reporting & Billing Ensure accurate billing by batching documents, preparing them for processing, and entering data into automated systems. Assist with mail tracking and reporting, ensuring all systems are updated accurately. Support preparation of performance and operations reports for the Manager. Develop and maintain standard operating procedures (SOPs), training guides, and resources to ensure consistency and efficiency. Compliance & Equipment Management Maintain knowledge of USPS regulations, presort practices, and university requirements. Ensure proper operation of mailroom equipment, including postage meters, signature pads, carts, and scanners. Report equipment issues promptly and coordinate service or repairs as needed. Minimum Requirements Education: High school graduate or equivalent. Three years of experience in mail services, shipping/receiving, or a customer service environment. Valid driver’s license. Preferred Requirements Proven leadership or team coordination experience is strongly preferred. Knowledge of postal regulations, mail tracking software, and shipping carriers (UPS, FedEx, USPS). Strong computer skills; proficiency in Microsoft Office and ability to learn university systems. Compliance with University driving policies, as well as local, state, and federal driving regulations. Ability to drive a van or box truck with a safe driving record Strong leadership and organizational skills with the ability to motivate a team. Excellent interpersonal and communication skills. Demonstrated problem-solving abilities and a commitment to customer service. Ability to lift and move packages up to 50 lbs. and sit, stand, or walk for extended periods. Positive attitude with a commitment to teamwork, service excellence, and continuous learning. Work Environment: Mailroom, office, and package handling settings across campus. Frequent interaction with students, faculty, and staff. Requires flexibility during peak times (e.g., student move-in/move-out). Salary Range: $19.50-$23.00 Job Profile J1028 - Administrative Operations, O3 Career Stream and Level Operations and Service-O3 The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Learn more about UVA's commitment to non-discrimination and equal opportunity employment. #J-18808-Ljbffr