Senior Operations Manager – Print & Mail Services

Position Summary:
The Senior Services Operations Manager serves as the primary operational and client-facing leader for assigned enterprise accounts. This role is responsible for delivering operational excellence, driving profitability, managing customer relationships, and leading a team of direct reports within a managed services environment.

This will be an Onsite Position in Parma, OH.

Highly Preferred Experience

• BPO, Print, and Mail Services experience
• Strong P&L ownership and profitability management
• Proven success in a client-facing leadership role
• Experience leading strategy meetings, business reviews, and executive presentations
• Experience handling large complex clients through print and mail operations.
• How to influence change without direct management

Key Responsibilities Client & Strategic Leadership

• Serve as the primary operational contact for key customer accounts.
• Lead customer strategy meetings, business reviews, and governance discussions.
• Build strong executive-level client relationships and ensure customer satisfaction.
• Ensure contractual commitments and service level agreements are achieved.
• Identify service improvement and growth opportunities.

Team Leadership

• Lead, coach, and develop a team of 15–20 direct reports.
• Drive accountability, performance management, and employee engagement.
• Foster a culture of continuous improvement and operational excellence.

Operations & Financial Management

• Oversee daily service delivery and operational performance across assigned accounts.
• Drive process improvements that enhance efficiency, quality, and customer value.
• Own account financial performance, including revenue, profit, and margin management.
• Drive profitability through strategic planning, cost control, and operational efficiencies.
• Partner cross-functionally to implement customer initiatives and business solutions.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years of leadership experience in customer-facing operations.
• Experience in BPO, Print, Mail, or Managed Services environments strongly preferred.
• Demonstrated success managing P&L responsibility and improving business performance.
• Strong communication, relationship-building, and presentation skills.
• Project management and continuous improvement experience preferred.