Director - Mail Services

ServiceSource; Capitol Heights (MD); On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

Health Insurance

403(b) Plan

Tuition Assistance

Paid Time Off

Job summary

ServiceSource is seeking a seasoned leader to direct the Mail Services portfolio, aligning programs with customer requirements and company objectives. You will set strategy, ensure operational excellence, and oversee financial and contractual performance across multiple contracts.

Responsibilities include driving process improvements, reporting, and coordinating with stakeholders to deliver reliable mail services while maintaining the highest standards of quality and compliance for government

Qualifications

• Bachelor’s degree in business management or related field; advanced degree preferred.
• 15 years of supervision and management experience in mail/professional staff.
• 10+ years in organizational development and customer outsourcing preferred.

Responsibilities

• Oversee and execute all activities within the Mail Services portfolio.
• Develop long-range strategic goals and ensure contractual performance.
• Ensure compliance, performance, and customer satisfaction across contracts.
• Provide input into service strategy and monitor programmatic/financial performance.
• Establish service and quality control standards.

Skills

Leadership

Project Management

Business Operations

Communication

Analytical Thinking

Strategic Planning

MS Office

Education

Bachelor's degree in business management

Master's degree in business management (MBA)

Tools

MS Office

Job description

Make an impact by joining ServiceSource, a champion for people with disabilities. Explore new opportunities! ServiceSource is an organization of talented people who drive innovation, embrace change, and strengthen communities.

Job Description Summary

Serves as the leader and manager responsible for overseeing, directing, and executing all activities within the Mail Services portfolio. This role formulates, administers, and implements organizational plans, programs, policies, and procedures in alignment with ServiceSource objectives and customer requirements. The position is responsible for establishing and promoting mail services industry best practices, developing long-range strategic goals and objectives, and ensuring operational excellence across all assigned contracts. Additionally, the role maintains direct accountability for all contract‑related financial, operational, and contractual matters, ensuring compliance, performance, and customer satisfaction.

Primary Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Project Management: Provide effective leadership and establish a positive, productive work environment for the entire contract personnel to deliver comprehensive, industry best mail services. Deliver industry leading mail services in all areas by maintaining a constant emphasis on innovation, cost effectiveness, sustainability, functionality, productivity, safety, security, and continuous improvement.
• Business Operations: Meet all financial objectives associated with the contract by accurately forecasting revenues and expenses to determine progress toward stated goals and objectives. Hold responsibility for surplus/deficit performance of all assigned operations. Determine responsibilities of assigned organization and staff positions to accomplish business objectives. Coordinate operation activities with all other functions of the organization to obtain optimum service and utilization of personnel.
• Contract Performance/Customer Satisfaction: Continuously strive for full 100% compliance requirements by meeting deliverables on time and respond to all government requests/communications promptly.
• Communication/Responsiveness: Ensure vigorous, positive, productive communication occurs daily between ServiceSource and our partners. Provide all required reports on time with accurate and complete information.
• Growth: Leverage mail services expertise in supporting business development activities in identifying opportunities, proposal development and capability briefings.

Additional Responsibilities

• Provide input into the development of service strategy, research, and development of new and emerging industry practices.
• Monitor project programmatic and financial performance; implement strategies and actions to modify, maintain, and enhance programmatic outcomes.
• Establish service and quality control standards.
• Review operating reports and direct the resolution of operational programs to ensure minimum cost and prevent operational delays.
• Perform other job‑related duties as assigned.

Qualifications: Education, Experience, and Certification(s)

• Active Top Secret Clearance is strongly preferred with the ability to obtain a requirement.
• Bachelor’s degree in business management or related technical field required. A degree can be substituted with extensive government outsourcing experience.
• Master's degree in business management (MBA) or related technical field preferred. A degree can be substituted with extensive government outsourcing experience.
• Fifteen (15) years’ experience in supervision and management of mail professional staff and a record of progressively more responsible management positions required.
• A minimum of ten (10) years’ experience with organizational development, and customer outsourcing preferred.

Knowledge, Skills, And Abilities

• An experienced leader with a passion to create opportunities for individuals with disabilities.
• An energetic, forward‑thinking, and creative individual with high ethical standards.
• A strong ability to relate to people at all levels of an organization
• Ability to make effective presentations on complex topics to stakeholder groups.
• Proven experience in high volume/fast paced work environments.
• Demonstrated excellent program and project management skills.
• Highly proficient in Microsoft Office skills, with the ability to become familiar with corporate specific programs and software.
• Exceptional oral/verbal communication skills.
• Proactive in gathering and analyzing data to drive timely, prudent business decisions.
• Ability to read and interpret administration manuals, contract manuals, and corporate policies.
• A strategic visionary with sound technical skills, analytical ability, good judgment, and strong operational focus.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift or move office products and supplies, up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus

Work Environment

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually quiet.

What We Offer – for Benefit Eligible Employees May Include:

• Health coverage for you and your family through Medical, Dental, and Vision plans.
• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance.
• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution.
• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre‑tax dollars.
• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance.
• A generous paid time-off program in which the benefits increase based on your tenure with the company.

We are an Equal Employment Opportunity Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug‑free workplace. Pre‑employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT: The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information