Group Manager Mail Services

Group Manager, Mail Operations

The Group Manager, Mail Operations is responsible for the operational leadership and day-to-day management of multiple on-site client mailrooms. The role focuses on ensuring process adherence, driving continuous improvement, managing Service Level Agreements (SLA's), and providing direct leadership to a team of on-site mail service managers. The ideal candidate is a hands-on leader who respects and leverages team experience while introducing data-driven methodologies to transform mailrooms into models of efficiencies. This leader will be dedicated to operational excellence, team development, and ensuring highest standards of service, compliance, and resilience.

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)

• Directly manage and mentor on-site Mail Services Managers, enhancing leadership, problem-solving, and conflict resolution capabilities.
• Establish regular site visits and virtual meetings, to ensure consistency and alignment across all locations
• Monitor Service Level Agreements (SLAs) including service ability, mail processing, accuracy and response time standards.
• Define and monitor a comprehensive set of Key Performance Indicators (KPIs), including mail volume, processing time, cost-per-piece, and error rates to drive data-driven performance conversations
• Oversee comprehensive training programs for all staff on Standard Operating Procedures (SOPs), technology use, and security protocols
• Conduct regular, comprehensive operational audits of each mailroom during site visits using a standardized checklist to ensure consistency and quality
• Act as a key point of contact for client stakeholders regarding on-site operational performance and issue resolution
• Prepare and deliver regular performance reports to leadership and clients, using data to highlight achievements against SLAs and identify areas for improvement
• Provides hands-on operational support at site locations, including training, coaching, knowledge assessments, and customer service coverage.
• Maintain a high caliber and inclusive workforce, founded on a culture of safety, integrity and People-Service-Profits
• 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
• Ensure Federal/State employment law, safety, AAP requirements are established within assigned stores. In addition, may be required to perform quarterly safety inspections of each store
• Ensure adequate staffing coverage across assigned site locations within group
• All other duties as needed or required

Minimum Qualifications and Requirements:

• Bachelor's Degree in Logistics, Business Management, or equivalent professional experience
• 5+ years of experience in an operations management role, preferably in mailroom, logistics, or facilities management
• 2-3 years of experience managing other managers or supervisors, with a preference for experience leading tenured teams through change
• Strong knowledge of mailroom operations, postal regulations, and best practices for package handling
• Working knowledge of key employment laws, including FLSA, OSHA, and fair scheduling practices
• Proficiency with operational metrics such as processing time, error rates, and cost-per-package to measure and improve workflow efficiency
• Experience with mailroom management software and barcode scanning technology
• Excellent leadership, communication, and interpersonal skills.
• Experience leading in a multi-unit work environment or supervising 5 or more management-level team members preferred
• Excellent time management skills to include prioritization of tasks, communication, execution to meet established deadlines
• Experience working with cross functional partners (HR, Recruiting, Security, Finance, Technology)
• Proficient in Google products & Microsoft Office tools, including Word, PowerPoint, Outlook and Excel
• 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