Paradigm is an accountable specialty care management organization focused on improving the lives of people with complex injuries and diagnoses. The company has been a pioneer in value-based care since 1991 and has an exceptional track record of generating the very best outcomes for patients, payers, and providers. Deep clinical expertise is the foundation for every part of Paradigm’s business: risk-based clinical solutions, case management, specialty networks, home health, shared decision support, and payment integrity programs.
We’re proud to be recognized—again! For the fourth year in a row, we’ve been certified by Great Place to Work®, and for the third consecutive year, we’ve earned a spot on Fortune's Best Workplaces in Health Care™ list. These honors reflect our unwavering commitment to fostering a positive, inclusive, and employee-centric culture where people thrive.
Watch this short video for a brief introduction to Paradigm.
The Mail Services Operations Manager provides strategic and operational leadership for the Mailroom department and is accountable for department performance, workforce planning, service delivery, vendor management, financial stewardship, and continuous improvement initiatives. This position partners with senior leadership and cross-functional stakeholders to establish operational priorities, recommend business solutions, and ensure scalable, compliant, and customer-focused service delivery. The Manager drives performance through data-informed decision making, talent development, and effective resource management while achieving organizational goals and service expectations.
This is an in office role in our Sioux Falls office
DUTIES AND RESPONSIBILITIES:
- Lead and manage the overall performance, service delivery, and continuous improvement of Mailing Services operations, including mail processing, medical record administration, reporting, and SLA management.
- Analyze operational metrics, forecast resource needs, prioritize departmental workloads, and make recommendations regarding staffing, workflow design, and process enhancements to ensure efficient, compliant, and customer-focused operations.
- Establish and govern enterprise mailroom workflows, service standards, and work ownership models to ensure consistent execution, operational efficiency, compliance, and scalable support of business needs. Analyze workflow performance and implement process improvements to optimize service delivery and resource utilization.
- Own departmental SLA performance and operational effectiveness by monitoring key performance indicators, analyzing trends and root causes, and implementing corrective actions to address service gaps. Partner with leadership to recommend and execute process, staffing, and resource improvements that enhance quality, efficiency, compliance, and customer satisfaction.
- Lead departmental workload planning and service prioritization by evaluating business needs, operational capacity, and performance objectives. Allocate resources, optimize workflow distribution, and implement workload management strategies to ensure timely, efficient, and customer-focused delivery of Mailing Services operations.
- Oversee the governance of confidential information, including PHI and medical records, ensuring compliance with organizational policies and applicable regulatory requirements. Assess privacy and operational risks, implement appropriate controls, and recommend process improvements to strengthen compliance and data protection.
- Develop and maintain vendor partnerships, resource plans, and equipment strategies that support operational effectiveness, scalability, and achievement of departmental service level commitments.
- Develop and implement business continuity, cross-training, and succession planning strategies to ensure sustained operational performance, minimize service interruptions, and support evolving business needs.
- Lead workforce planning activities by assessing capacity requirements, forecasting staffing needs, and making recommendations regarding organizational structure, resource allocation, and succession planning.
- Promote a culture of continuous improvement and professional development by actively engaging in leadership development opportunities, staying informed of industry trends and best practices, and leveraging acquired knowledge to improve operational performance, employee effectiveness, and service outcomes.
- Lead the overall performance of the Mailroom team by establishing operational goals, quality standards, accountability measures, and performance expectations. Monitor department results and implement strategies to improve productivity, service quality, compliance, and customer satisfaction.
- Develop, manage, and monitor departmental budgets, operational expenditures, vendor costs, and resource investments, providing recommendations to leadership regarding funding needs, cost optimization opportunities, and long-term resource planning.
- Partner with senior leadership and cross-functional stakeholders to evaluate operational challenges, recommend strategic solutions, and influence decisions that improve service delivery, operational efficiency, and organizational outcomes.
- Lead special projects, operational initiatives, and other assignments as directed by the Senior Director, Mailroom and Facilities, providing subject matter expertise and recommendations to support departmental, cross-functional, and organizational objectives.
- Use AI tools, as trained and approved, to support daily tasks, improve efficiency, and enhance work quality in alignment with established processes and guidelines.
- Demonstrate a customer-first mindset by understanding Paradigm’s organization, products, operations, and customers; collaborate to meet customer needs and take accountability for service quality.
- Provide leadership, coaching, and performance management for direct and indirect reports by establishing clear expectations, driving accountability, developing talent, and fostering employee engagement. Identify succession and development opportunities, support workforce planning initiatives, and build organizational capability to achieve departmental objectives; conduct regular employee meetings.
- Ensure team members understand, receive training on, and comply with Paradigm security requirements and policies.
- Ensure team members have the minimum IT system access required to perform their Paradigm responsibilities.
- Identify and lead continuous improvement opportunities to strengthen mailroom processes, service quality, and team efficiency.
- Establish, govern, and continuously improve departmental policies, standard operating procedures, controls, and service standards to ensure operational consistency, regulatory compliance, risk mitigation, and alignment with organizational objectives.
QUALIFICATION REQUIREMENTS:
Education and Experience:
- Bachelor’s degree or equivalent operational leadership experience
- 3-5+ years of management experience, including people leadership
- Experience leading multi-functional administrative, operational, or service-oriented teams.
- Experience managing departmental performance metrics, workforce planning, and operational improvement initiatives.
- Experience leading organizational change and process transformation efforts.
- Experience developing talent, succession plans, and employee engagement strategies.
Core Competencies:
- Demonstrated ability to influence business decisions across departments and levels of leadership.
- Strong business acumen and operational decision-making skills.
- Ability to analyze operational data and translate findings into actionable business recommendations.
- Proven ability to manage competing priorities and allocate resources effectively.
- Excellent organizational skills and attention to detail
- Able to collaborate with other team members and departments within the Paradigm enterprise.
- Excellent time management skills
- Strong written and verbal communication skills.
- Ability to manage multiple priorities and meet deadlines in a dynamic environment.
- High level of professionalism, discretion, and confidentiality.
- Proficiency in Microsoft Office Suite (e.g. Outlook, Excel, PowerPoint, Copilot) and remote collaboration tools (e.g. Teams, Zoom)
- Exercise sound judgment and escalate concerns appropriately
- Demonstrated ability to work independently and as part of a team.
- Adaptability to changing priorities and technologies.
- Commitment to continuous learning and professional development.
- Able to travel as required.
Paradigm Benefits:
- Health and wellness– We want our people to be and stay healthy, so we offer PPO, HDHP, and HMO health insurance options with Cigna and Kaiser (CA employees only).
- Financial incentives – Paradigm’s financial benefits help prepare you for the future: competitive salaries, 401(k) matching contributions, employer-paid life and disability insurance, flexible spending and commuter accounts, and employer-matched HSA contributions.
- Vacation - We believe strongly that work-life balance is good for you and for our company. Our paid time off and personal holiday programs give you the flexibility you need to live your life to the fullest.
- Volunteer time– We want our employees to engage with and give back to their communities in meaningful ways. Full and part-time employees receive one paid day per calendar year.
- Learning and development: One of Paradigm’s core values is expertise, so we encourage our employees to continually learn and grow. We support this in a variety of ways, including our new Learning Excellence at Paradigm (LEAP) program.
Paradigm believes that fostering a diverse and inclusive workplace is central to our mission of helping more people and transforming lives. We’re striving to build a culture that better reflects the society we live in and empowers our team to deliver the highest levels of compassion and care to those we serve. For us, achieving this goal requires a workforce that respectfully embraces differences and commits to positive change, creating an environment where everyone is able to bring their whole self to work.
Paradigm complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Leave Management at
[email protected].
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
As a contractor with the State of Wisconsin, Paradigm complies with Wisconsin Contract Compliance Law (§16.765). Poster link: Contract Compliance Law Poster
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