National Operations Manager - Mailroom, Parcel Management & Print Services at FedEx in Richmond, Virginia

Job Description:

POSITION SUMMARY:

The National Operations Manager is responsible for implementing, managing the communication, and support of any on-site and near-site facilities (possibly multi-site) to ensure contractual obligations of commercial clients are met. This includes the responsibility for providing the client with the highest level of customer service, the implementation of quality control systems to maintain consistent quality excellence, and the development of a positive working relationship with the client to facilitate the achievement of performance and profit objectives. The National Operations Manager is also responsible for bringing strategic insights and tactical expertise to the client to deliver on their goals and objectives. The National Operations Manager includes responsibility for successful execution of administrative tasks, program enhancement and implementation through direct reports to include a program manager and administrative staff. The role will work on-site at the client's office/location(s) on a regular basis. Travel is as needed but forecasted to be approximately 25%.

GENERAL DUTIES AND RESPONSIBILITIES:

(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

• Through regular site visits, conference calls and team meetings, provide leadership and direction for each manager in the client network to ensure consistent execution against collective (FedEx Office and client) initiatives and standards


• Ensure execution on monthly expectations and standards, strategies, and action items


• Expected to stay current on business functions and expected to perform hands-on operations within the sites for the purpose of training, coaching and knowledge checks


• Must be able to understand, inspect, coach and model existing and new operational processes, technology and behaviors


• Participate in the complaint review process as primary client point of contact


• Responsible for communicating the network's compliance related to the terms and conditions outlined in the store's site-specific contract, to include a strict adherence to all host property-specific rules and regulations (where applicable)


• Provide overall communication for duties associated with client account maintenance, systems, and procedures


• Monitor and provide feedback on the quality and timeliness of all work produced to ensure compliance at or above the client's expectation


• Develop implementation plans for operations proposals and building effective client relationships


• Through strong business acumen and relationship management, must have the ability to influence/impact key business partners, including client business partners, at all levels and lead cross-functional teams to achieve company objectives and drive programs to implementation


• Prepare data and deliver presentations for the client and FedEx Office senior management. Client presentations include, but are not limited to, Monthly Operations Reviews, Quarterly Business Reviews, and ensuring data and reporting requirements are met within client SLAs.


• Provide input on the purchase and installation of equipment and machinery required for efficient production operations for the facility and for monitoring inventory levels of supplies and materials; Assure proper operation, maintenance, of all systems


• Participate in and bring ideas to strategic planning meetings and helping to craft priorities of the operation


• Identify gaps before they become an issue, seek process improvement, identify, and remedy or identify and escalate to leadership for help clearing impediments or prioritization using the ABLE model


• Required to conduct audits on client defined cadence and ensure compliance with processes and procedures


• Monitor, manage and supervision of direct reports to include responsibility for selection, hiring, development and new hire orientation procedures


• Ensure direct reports are consistently applying FedEx Office policies and procedures


• Participate in the selection of onsite team members as advisor to District Managers and Store Managers as needed


• Support disciplinary procedures, as necessary, for on-site team members up to and including termination of employment


• Monitor Lead Coordinator, Assistant Manager and Store Manager staffing and bench planning in order to achieve and maintain operational standards


• Training and evaluating the efficiency and productivity of on-site team members by establishing performance metrics and objectives


• All other duties as needed or required

MINIMUM QUALIFICATIONS AND REQUIREMENTS:

• Bachelor's degree or equivalent experience


• 5+ years of experience supervising 3 or more team members


• 5+ years of experience leading in a multi-unit work environment or equivalent experience


• Experience in revenue generation to include the ability to analyze income statements and take appropriate action


• Excellent time management skills to include prioritization of tasks, communication, execution to meet established deadlines


• Experience building and collaborating with cross functional partners (Sales, HR, Recruiting, Security, Finance, Technology)


• Excellent verbal and written communication skills


• Intermediate to Advanced skills in Microsoft Office tools, including Word, PowerPoint, Outlook and Excel


• Bachelor's degree in business or equivalent experience


• Print production experience in a high-volume, deadline-driven environment preferred


• Account management / customer service experience for large client preferred


• Periodic travel will be required

ESSENTIAL FUNCTIONS:

• Ability to travel as required in order to meet with customers, vendors, other team members, and/or other business necessities


• Ability, on a consistent basis, to maintain attention and concentration for extended periods of time


• Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members


• Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members


• Ability, on a consistent basis, to perform work activities requiring cooperation and instruction


• Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure


• Ability, on a consistent basis, to work within the appropriate level of independence


• Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position

Preferred Qualifications:
 

Pay Transparency:
  

Pay: 

Additional Details: 

Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science.

• Suggests areas for improvement in internal processes along with possible solutions.


• Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.


• Applies Quality concepts presented at training during daily activities.


• Supports FedEx Office Quality initiatives.

FedEx Office is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant on the basis of race, color, religion, national origin, citizenship, genetic information, age (except for bona fide occupational qualifications), sex, pregnancy (including childbirth or a related medical condition), disability, sexual orientation, gender identity, gender expression, marital status, military leave or service, status as a disabled veteran or other covered veteran status, participation in EEO protected activity, any other status protected by federal, state, or local law, or association with a person on the basis of one or more of the foregoing. America's Military Veterans and individuals with disabilities are strongly encouraged to apply.

FedEx Office will provide reasonable accommodations to qualified individuals with disabilities, including throughout the application and hiring process, if requested. Applicants who require reasonable accommodations in the application or hiring process should email HR.Recruiting@fedex.com.

FedEx Office 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 San Francisco Fair Chance Ordinance, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and the New York City Fair Chance Act. The existence of a criminal record is not an automatic or absolute bar to employment and a candidate's criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. If you are applying in Philadelphia, PA, you can click here to learn about Philadelphia's fair chance hiring law.

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