Manager of Operations, Output Solutions Center

CSG International   •  

Omaha, NE

Industry: Enterprise Technology


5 - 7 years

Posted 61 days ago

This job is no longer available.

Position Details:

The Manager of OSC Operations is a key role in the overall management of CSG Output Solution Center's operational and production output. This role assists the Director of OSC Operations to devise, implement, manage, and control the production output strategy aimed to understand, anticipate, and manage the needs of the organization from a current and future perspective. As an escalation point, this role minimizes customer-impacting issues and collaborates with internal support and delivery teams to continue to evolve and streamline our operating model. The Manager of OSC Operations is responsible for building and leading one or more of the teams within the OSC operations model.

Job Responsibilities:

  • Reduce expense, increase efficiencies, and partner with Sales, Marketing Services, Development, and Strategic Business departments
  • Oversee the distribution of nearly $19 million in postage payments to the United States Postal Service for 30+ million statements of First Class and Standard Class mail each month. Provide monthly analysis of postage to Accounting teams and manage variance within tolerance. Coordinate system outage recovery and postage payment continuance efforts with third-party software, internal teams, and USPS
  • Develop and manage an annual expense budget of $2.5 million. Provide monthly assessments of financial performance against budget, forecast, and cost per work unit goals
  • Make recommendations regarding capital expenses including navigating new equipment trials and purchases
  • Create the overall strategy and service delivery expectations that drive customer retention and satisfaction based upon measurement and management of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs). With profitability and continuous service improvements as a focus, collaborate with team leadership to evolve and optimize the business model and ensure proper staffing levels and skills are in place to execute on the strategy.
  • Identify operational issues, structure resolutions, and follow-through in order to deliver results
  • Assign resources to ensure optimal output performance
  • Establish and maintain methods for a more efficient workflow that meet department initiatives
  • Serve as escalation point for customer issues to minimize the impact and ensure the appropriate information to client services is provided
  • Serve as an escalation point for negotiation of projects and issues prioritization
  • Collaborate with client team leadership teams to ensure we deliver quality products and services which meet or exceed the client's contractual business needs
  • Be positioned as an ambassador for the company both internally and externally. Provide thought leadership to educate the customer and internal teams on production industry trends as well as the business strategies
  • Responsible for effective demonstration of managerial practices to include:
  • The identification and recruitment of key talent
  • Providing day-to-day leadership
  • Distribution and explanation of business direction and strategy, the establishment of clear roles, responsibilities for team members
  • Coaching and performance management of a high performing team up to 30 team members


  • Minimum 5-7 years of production leadership experience, at a supervisor or manager level required, preferably with print and mail industry expertise
  • Driven with the ability to exceed customer expectations
  • Strategic planning experience managing large, complex operations in a 24x7x365 environment
  • Excellent ability to effectively manage operating expense associated with a print and mail production facility
  • Understanding of contract terms with knowledge of SLAs and OLAs
  • Proven capabilities to analyze, assimilate, and translate business needs into solution options that are cost effective and efficient
  • Demonstrated ability to assess a situation and quickly formulate the correct solution
  • Excellent verbal and written communication skills with the ability to influence and negotiate
  • Proven track record as a change manager and adept at building high performance teams while driving efficiencies
  • Solid commitment to building trusted collaborative relationships with execution and follow through, with a strong focus on customer service and operational excellence

Knowledge, Skills and Abilities:

  • Ability to perform basic mathematical calculations
  • Ability to effectively coach and influence employees within the organization
  • Strong business acumen, analytical skills, consulting skills, as well as the ability to work independently and in teams
  • Ability to manage budget, margins, CPWU, and profitability
  • Ability to occasionally reach, lift, and carry boxed materials and paper webs weighing between 25 to 45 lbs. over an approximate range of ankle to shoulder high
  • Strong problem-solving skills and the ability to handle multiple tasks simultaneously
  • Ability to use a personal computer. Proficiency with other Microsoft Office applications
  • Ability to read, write, speak and understand the English language in a business environment