Mailroom Manager

This position is responsible for supporting daily mailroom operations, including the receipt, distribution, and processing of mail and packages. This role ensures timely and accurate handling of incoming and outgoing correspondence, maintains supply inventories, and provides reliable service to internal departments.

Responsibilities:

• Our client is leading technology company based in San Francisco, CA. We are looking for a collaborative and strategically oriented operations professional to lead our Logistics, Shipping & Receiving and Mail Services Program. Working in strong collaboration with our client’s Workplace team, the Mailroom Manager is a full-time, onsite dedicated manager that is a subject matter expert in all aspects of logistics, mail services, shipping and all other related functions for our client. These include:

  - A staffed mail services center
  - All domestic and international shipping & receiving services, including creating customs documents for international shipments
  - Assistance with Americas shipping functions (partnering with local Workplace teams)
  - All incoming and outbound mail services
  - Mail digitizing services
  - Freight shipping
  - Notary Services
  - Tracking and responding to all customer requests
  - Processes that support E-Staff or high priority teams (e.g. Legal, AP, Talent)
  - Administrative functions including maintaining our operations Playbook and other documents

  The Mailroom Manager will be responsible for:

  - Overseeing daily operations for all mail services and related services
  - Ensuring our Shipping & Receiving and Mail Services team is providing high quality, timely responses to customer requests, including JIRA tickets and Email correspondence
  - Daily management and human resources functions for mail services associates, including onboarding and offboarding requests (badge, visitor, etc.)
  - Ensuring all team members are trained on routine job duties, as well as response to safety issues (e.g. suspicious packages)
  - Producing and reviewing all required and client-requested reporting, including monthly reports, quarterly business reviews and other Ad-hoc and custom reporting
  - Serving as a key liaison from Workplace to other cross-functional partners, including IT, Security, high-volume users or business units and Executive Admins
  - Oversight of all mail and shipping vendors, including UPS, Mailroom tracking software and others (e.g. FedEx, DHL, all postage vendors)
  - Management of all financial activities associated with scope of services and managed vendors, including budgeting and reforecasting, payroll and expense costs
  - Oversight of shipping-related programs, including storage, merchandise sales, supplies ordering and all shipping-related needs generated from our client’s remote work programs
  - Maintenance of all program-related information on our client’s network, including customer request portal functionality, customer-facing program & policy information, iterative playbooks, processes and procedures and documentation stored on shared drives
  - Quality assurance that team members are meeting customer service and performance expectations through ticketing metrics, email etiquette and feedback from the Workplace team
  - Development, in partnership with client, of SLAs and KPIs to continuously improve team performance

Qualifications:

• - Must have worked in a corporate environment

  - Experience working in a high-tech company preferred

  - 7-8 years’ experience in mail and shipping operations

  - 3-5 years’ experience managing a team

  - Preferred experience in a fast-moving campus environment with high expectations

  - Understands or is able to learn ticketing system for intaking, tracking and responding to customer requests

  - Depth of knowledge for processes, legal requirements, fees, etc. pertaining to domestic and international shipments

  - Understands client expectations for communication during any incidents with real or potential business impacts (e.g. suspicious package)

  - Excellent communication

  - Experience using GSuite applications (Google Drive, Google Docs, Google Sheets)

  - Proficient with mail scanning software and applicable mailroom management technology and tools