We are seeking a highly organized and results-driven Mailroom Operations Manager to lead our high-volume mailroom and document processing operations. This critical leadership role oversees the end-to-end management of inbound and outbound mail, tax return processing, filing, shipping, and fulfillment while driving operational excellence, automation, and compliance.
The ideal candidate is a strong people leader with deep experience managing both internal teams and outsourced BPO partners. You will play a key role in optimizing workflows, implementing automation solutions, and ensuring secure, accurate, and timely processing of sensitive client documents,especially during peak tax season.
- Lead all daily mailroom operations, including inbound mail processing, outbound shipping, tax return processing, document fulfillment, scanning, filing, and distribution.
- Directly manage the Outbound Lead, Tax Return Processing & Filing Lead, mailroom associates, and outsourced BPO teams.
- Serve as the primary owner of mailroom automation initiatives, partnering with Technology and Operations to implement and optimize automated workflows.
- Manage performance of outsourced BPO vendors, including SLA adherence, quality control, capacity planning, and relationship management.
- Ensure accurate, secure, and timely processing of client tax returns, IRS/state filings, and confidential documents in full compliance with IRS regulations and data security standards.
- Monitor key metrics, dashboards, and workflow queues to proactively resolve bottlenecks and meet service level agreements (SLAs).
- Oversee all shipping operations (overnight, certified, priority, and standard mail) with strong focus on tracking and delivery confirmation.
- Partner cross-functionally with Tax, Compliance, Client Services, and Technology teams to resolve issues and support business deadlines.
- Develop and maintain standard operating procedures (SOPs), quality control processes, and documentation.
- Lead seasonal workforce planning, staffing, training, and resource allocation to handle peak volume periods.
- Drive continuous improvement through process optimization, Lean methodologies, and automation initiatives.
- Develop executive-level reporting and dashboards on KPIs, productivity, quality, vendor performance, and turnaround times.
- Coach, mentor, and develop team members while building a culture of accountability, excellence, and collaboration.
- Lead special projects to enhance scalability, efficiency, and the overall client experience.
- 2+ years of operations management experience, preferably in mailroom or document processing
- Previous experience managing both internal teams and outsourced vendors/BPO partners.
- Strong understanding of IRS compliance, data security, and handling of sensitive tax/financial documents.
- Proven track record implementing automation and process improvement initiatives.
- Excellent leadership, communication, and cross-functional collaboration skills.
- Highly organized with strong analytical and problem-solving abilities.
- Experience with operational dashboards, KPIs, and reporting tools.
- Ability to thrive in a fast-paced environment with seasonal volume fluctuations.
- Compensation: $70,304 - $77,000 DOE
- Comprehensive benefits package (health, dental, vision, 401k)
- Opportunities for growth within a rapidly expanding organization
- Collaborative and supportive work environment
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. is an Equal Opportunity Employer. We value diversity and encourage all qualified individuals to apply.
