Print and Mail Customer Service Manager (WMS2)

Who we are:

The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES’ mission is to strengthen the business of government for a sustainable and just future. Learn more about DES.

What you will be doing:

You will oversee the daily operations of all aspects of Customer Service, Estimating and Planning, and Farmout and Contracting. You will provide leadership and direction to the teams responsible for these functions and ensuring the delivery of high-quality services to the customers.

You will be responsible for responding appropriately and efficiently to the Print and Mail needs of DES’ customers by delivering exceptional services from consultation, order entry, cost estimates, production planning, and mailing the final product as well as farming out services when appropriate.

You will collaborate with DES Contracts and Procurement to establish contracts with print vendors, ensuring solicitations meet procurement laws, prioritize small, diverse, and veteran owned businesses, and track direct buy/spend.

DUTIES:

Planning, Organizing, and Change Management:

• Designs, refines, implements, and oversees the program’s print and mail order planning process and procedures to include estimating, defining roles and responsibilities, identifying, prioritizing, researching, writing and/or editing planning documents consistent with agency policies and industry standards and best practices. Oversees farmout and contracting processes and procedures including bid development and solicitation, contract administration, defining roles and responsibilities, identifying and prioritizing needs, conducting research, writing and/or editing planning documents consistent with agency policies and industry best practices.
• Collaborates with DES Contracts and Procurement to establish contracts with print vendors, ensuring solicitations meet procurement laws, prioritize small, diverse, and veteran owned businesses, and track direct buy spend.
• Collaborates with the division’s analyst, develop price recommendations through market research to ensure that our pricing is in line with the print industry while still recovering costs.

Executive Engagement:

• Oversees the assessment and evaluation of Print and Mail customers and business survey data to identify improvements to the program’s services and to maintain customer satisfaction.
• Oversees data analysis and development, and presentation of fiscal analyses and business case recommendations to support informed decision-making.
• Develops recommendations to restructure or streamline customers’ print and mail processes and programs.
• Ability to negotiate special rates that are outside of the published rate structure when necessary and approved by Division analyst, BRD Leadership, and DES Finance to ensure regulatory compliance.

Communication:

• Makes recommendations on potential new markets based on customer requirements or technological advances, industry trends, and postal regulations.
• Develops and implements program policies and initiates promotional campaigns to help government customers reduce printing and mailing costs through consolidation and coordinated service offerings.

Manage Print and Mail Customer Service, Estimating and Planning and Farmout Departments:

• Ensures appropriate and effective use of the agency’s resources. Enhances employee performance through timely appraisal and professional development opportunities.
• Plans, develops and reviews policies, procedures, and operational strategies to guide the work and ensures efficient, consistent, and effective operations.
• Provides direct, operational, technical, and leadership support to a team of 10 staff. Responsible for properly prioritizing the work requested by customer agencies, stakeholders, and Print and Mail staff.
• Accountable for timely processing of print and mail jobs submitted to the program.
• Develops, reviews, and implements policies, procedures and business processes to promote operational efficiency.
• Prepares short, mid, and long-range goals and objectives for the Customer Service, Estimating and Planning, and Farmout departments.

Operating Budget Controlled:

• Major stakeholder/influencer in Print and Mail operation’s budget of $68M annually.
• This position is directly responsible and accountable for developing, allocating, and managing the unit’s budget of $10M annually.

REQUIRED EDUCATION, EXPERIENCE, AND COMPETENCIES:

[OPTION 1]

Any combination of relevant education and/or professional experience in customer service, print and mail operations, planning, financial management, contract management, and program/project management totaling ten (10) years.

AND

Five (5) years supervisory experience (experience may be gained concurrent).

[OPTION 2]

A Bachelor’s Degree in business administration, public administration, or a related field

AND

Five (5) years of demonstrated knowledge and experience in customer service, mail operations, print production, planning, financial management, contract management, and program/project management.

Equity competencies

State of Washington Employees contribute to ensuring services, programs, workplaces, and interactions are responsive, respectful, accessible, and effective to the people and communities we serve. Employees are expected to:

• Take action to learn and Grow: Demonstrate a willingness to learn from new experiences, seek feedback, consider different perspectives, and continuously improve knowledge, skills, communication, and approaches to work.
• Take action to meet the needs of others: Seek to understand the needs and experiences of customers, coworkers, and communities. Identify barriers to access and participation and address them before they become obstacles for the people we serve, providing support that is respectful, timely, and effective.

Leadership competencies

Incumbents at DES in a supervisory or leadership position are required to demonstrate the following Washington State Enterprise Leadership Competencies: Models and champions our culture and values; cultivates a shared, strategic vision; develops people; drives results; fosters learning; builds relationships; fosters teamwork and collaboration; communicates effectively; makes things happen as a public servant; leads and navigates change; embraces and embeds inclusion in decision making. Read the full Washington State Enterprise Leadership Competencies.

PREFERRED:

• A Masters’ degree in computer science, business administration, public administration, or a related field.
• Skilled in leading and implementing corrective action plans.
• Public speaking and formal presentation skills.
• Proficient use of computers and the latest software commonly used.
• Ability to earn the trust, respect, and confidence of staff, co-workers and customers throughout open communication, honesty, and professionalism in all interactions.
• Ability to work in a detail oriented, stressful and fast-paced environment.

How to Apply:
We would love to hear from you! Click “Apply” at the top of this page to start your application. You can save the application and come back to it, if needed. Be sure to complete the application fully to include a full work history and responses to the supplemental questions.

Please attach the following documents to be considered for the position. Failure to do so may result in you not being considered for the position:

1. A letter of interest that shows your personality and voice to describe why you are the successful candidate and how you meet the specific qualifications for this position.
2. A current resume detailing your experience and education.
3. A list of at least three (3) professional references with current contact information (attached or available to provide at the time of interview)

**Do not attach any documents that include photos or private information (social security number, year of birth, etc.)

NOTE: By submitting these materials, you are indicating that all information is true and correct. The state may verify information. Any untruthful or misleading information is cause for removal from the applicant pool or dismissal if employed. A resume will not substitute for completing the “duties summary” section or supplemental questions of the application. Please do not “refer to resume” for detail, or your application may be disqualified.

Washington Fair Chance Act

We are committed to providing equitable access to employment opportunities. If a criminal background check is required for employment at an agency, it will occur only after a conditional offer of employment has been made and accepted.

Applicants are not required to disclose criminal history during the hiring process prior to a conditional offer. Criminal history will not automatically exclude an applicant from consideration and will be reviewed on an individual basis consistent with applicable law and the requirements of the position.

Learn more about the Washington Fair Chance Act: Washington Fair Chance act guide.

Opportunity for All:
Washington state celebrates our differences and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, creed, color, national origin, citizenship or immigration status, marital status, families with children (including pregnancy, childbirth, or related medical conditions), sex, sexual orientation, gender identity diversity, age, status as a protected veteran, honorably discharged veteran or military status, status as an individual with the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with disabilities or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state and local laws.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our organization.

Contact us:

For questions about this recruitment or to request a reasonable accommodation in the application process, contact Angie Anderson at jobs@des.wa.gov.

Applicants who are deaf or hard of hearing may call 7-1-1 or 1-800-833-6388 or access the Washington Relay Service.