Summary:

The Senior Operations Manager is responsible for leading and optimizing integrated office services operations, including mailroom, print services, shipping and receiving, courier support, records handling, and general workplace support functions. This role provides strategic and day-to-day leadership across multiple clients ensuring high service quality, operational efficiency, compliance, cost control, and a strong client experience. The ideal candidate is a hands-on operational leader with experience managing teams, vendors, service levels, and process improvement initiatives in a fast-paced corporate environment.
Key Responsibilities:
• Lead daily operations for office services, mail services, print production, shipping and receiving, and related support functions across multiple client locations.
• Manage managers, supervisors, leads, and frontline staff; establish clear expectations, provide coaching, conduct performance reviews, and support employee development.
• Develop and maintain service standards, operating procedures, staffing plans, and workflow controls to ensure consistent, high-quality service delivery.
• Monitor service level agreements (SLAs), key performance indicators (KPIs), productivity, quality, and turnaround times; implement corrective actions as needed.
• Drive continuous improvement initiatives that enhance efficiency, reduce cost, improve accuracy, and elevate the client and employee experience.
• Ensure compliance with client policies, postal and carrier requirements, security procedures, safety standards, and records handling protocols.
• Partner with client stakeholders, site leadership, IT, facilities, security, procurement, and vendors to resolve issues and improve service performance.
• Prepare operational reports, business reviews, staffing analyses, and recommendations for leadership regarding trends, risks, and improvement opportunities.
• Manage departmental budgets, purchasing, inventory, and vendor relationships for supplies, equipment, postage, shipping, and print-related services.
• Lead onboarding, training, cross-training, and succession planning to build a flexible and high-performing team.
• Support implementation of new technologies, workflow tools, reporting methods, and service enhancements across the operation.
• Handle escalated service issues with urgency and professionalism, ensuring timely resolution and strong customer satisfaction.
• Conduct audits, inspections, and process reviews to maintain operational readiness, compliance, and business continuity.
Qualifications:
• Bachelor's degree in business administration, operations management, logistics, supply chain, or a related field; equivalent experience may be considered.
• 7+ years of progressive operations management experience, including leadership responsibility for office services, mail services, print operations, shipping and receiving, facilities support, or similar service environments.
• Demonstrated success leading multi-function service teams and managing high-volume operational workflows.
• Strong knowledge of service delivery metrics, staffing models, budgeting, vendor management, and process improvement methodologies.
• Experience with shipping platforms, mailroom technology, print production workflows, inventory controls, and reporting tools.
• Ability to analyze operational data, identify trends, and make sound, data-driven decisions.
• Excellent written and verbal communication skills with the ability to interact effectively with clients, employees, and senior leadership.
• Strong organizational, problem-solving, and conflict resolution skills.
• Proficiency in Microsoft Office applications, especially Excel, Word, Outlook, and PowerPoint.

Preferred Qualifications
• Experience supporting enterprise or corporate office environments with multiple departments, floors, or sites.
• Background in client-facing outsourced services, workplace services, or facilities support operations.
• Knowledge of lean, Six Sigma, or other continuous improvement practices.
• Experience with postal regulations, accountable mail, courier systems, shipping carrier tools, and document production controls.
• Prior responsibility for transition management, new site implementations, or service expansion initiatives.