JLL empowers you to shape a brighter way.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.
Position Overview
We are seeking a strategic and customer-focused Global Mailroom Manager to transform mail operations and deliver exceptional service within our client's workspace. This role combines hands-on operational leadership with strategic innovation, requiring someone who can simultaneously address current processing challenges, eliminate a significant backlog, and build scalable, future-ready mailroom solutions.
The ideal candidate will lead and develop a diverse mailroom team while maintaining superior customer experience at the forefront of every decision. This position requires a strong operator who can balance immediate operational needs with long-term strategic thinking—someone who views process gaps as opportunities and understands that exceptional mailroom service directly impacts organizational effectiveness and client satisfaction.
Key Responsibilities
Backlog Management & Recovery (Immediate Priority)
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Assess current mail backlog and develop a clear recovery plan with defined timelines
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Prioritize critical mail (legal, financial, time-sensitive documents)
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Implement triage workflows to systematically reduce and eliminate backlog
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Provide weekly progress updates to Account Leadership and client stakeholders
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Establish metrics to track backlog reduction and prevent future accumulation
Operations Management & Service Excellence
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Oversee all incoming/outgoing mail processing, scanning, distribution, and courier management
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Ensure timely and accurate processing aligned with Service Level Agreements (SLAs)
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Monitor daily volumes and proactively adjust workflows to prevent bottlenecks
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Maintain comprehensive records of all mail and courier shipments
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Manage destruction of confidential materials and secure shredding processes
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Ensure mailroom is fully operational during all designated business hours
Team Leadership & Development
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Supervise mailroom employees with full accountability for performance management and development
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Set clear performance expectations for productivity, accuracy, and customer service
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Conduct regular performance reviews, coaching sessions, and skill development planning
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Foster a culture of continuous improvement, accountability, and customer-first thinking
Process Improvement & Innovation
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Identify root causes of operational breakdowns and implement corrective solutions
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Create, document, and enforce Standard Operating Procedures (SOPs) for all mail handling
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Introduce efficiency improvements (batch processing, automation, prioritization systems, etc.)
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Bring new trends, technologies, and industry best practices to the client
Client & Stakeholder Communication
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Act as primary contact for teams impacted by mail operations (Legal, Finance, Operations, Compliance)
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Provide transparent updates on backlog status and timelines
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Partner cross-functionally to align priorities and exceed expectations
Compliance, Risk Management & Safety
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Ensure proper handling, tracking, and chain-of-custody for sensitive documents
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Provide record retention support in accordance with client procedures
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Maintain knowledge of postal laws, rates, and regulations
Financial Management & Vendor Oversight
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Report on mail expenditure and reconcile supply charges
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Manage vendor relationships including equipment providers (Pitney Bowes), courier services, and specialized partners
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Negotiate service level agreements and monitor vendor performance
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Conduct vendor reviews and identify cost optimization opportunities
Reporting & Performance Analytics
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Track and report on backlog volume, processing rates, turnaround times, and SLA compliance
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Deliver regular performance reporting to Account Leadership and client stakeholders
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Use data analytics to drive continuous improvements
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Establish KPIs and dashboards for operational transparency
Qualifications
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5–7 years in mailroom operations, logistics, or high-volume operational environments
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Minimum 2–3 years of supervisory experience with direct reports
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Experience with mailing equipment use, maintenance, and troubleshooting
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Proficiency with mail tracking systems and document management platforms
Core Competencies
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Strong problem-solving and analytical skills
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Excellent communication skills with ability to influence stakeholders at all levels
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Unwavering commitment to superior customer experience
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Proven ability to thrive in ambiguous and rapidly changing environments
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Strategic thinking with capability to balance immediate needs with long-term innovation
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Accountability and ownership of results with clear follow-through
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Innovation mindset that actively seeks best practices to elevate operations
Success in This Role Looks Like
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Backlog is significantly reduced or eliminated within defined timelines
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Mail is processed consistently and on time
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Clear visibility into mail status and volume
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Strong trust rebuilt with impacted teams
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Sustainable processes in place to prevent future backlog
JLL is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
Estimated compensation for this position:
110,000.00 – 117,000.00 USD per year
This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.
Location:
On-site –Oakland, CA
If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:
401(k) plan with matching company contributions
Comprehensive Medical, Dental & Vision Care
Paid parental leave at 100% of salary
Paid Time Off and Company Holidays
Early access to earned wages through Daily Pay
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
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For additional details please see our career site pages for each country.
For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.
Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [email protected]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.
Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.
Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.
California Residents only
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Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Accepting applications on an ongoing basis until candidate identified.
