Document Services Operations Lead

Spsnorthamerica; New York (NY); On-site; USD 115,000 - 120,000; Full time

Benefits offered by this job

Career growth

Learning & development

Recognition programs

Paid time off

Bonuses

Benefits package

Job summary

SPS is seeking a Document Services Manager in New York to lead daily document services operations, oversee records, mail and reprographics workflows, and ensure service quality across client accounts. You will supervise teams, manage client relationships, drive process improvements, and coordinate billing support, reporting, and compliance in a fast-paced, professional office setting.

Experience in supervising staff, strong MS Office skills, and a focus on accuracy, efficiency and customer

Qualifications

• High school diploma or GED required.
• 5+ years of related experience in document services, mail services, reprographics, records management, or similar client-facing operational environment.
• Prior supervisory, lead, or management experience preferred.
• Strong knowledge of document services operations, records support, mail services, print/reprographics workflows, office support processes, billing support, and inventory control.
• Advanced proficiency with Microsoft Office, including Word, Excel, and Outlook.
• Strong written and verbal communication skills, including the ability to explain detailed information to team members and stakeholders.
• Strong organizational, problem-solving, and prioritization skills.
• Basic financial and math skills, including the ability to calculate and review percentages, discounts, markups, billing details, and service-related records.

Responsibilities

• Lead and manage daily document services operations, ensuring timely, accurate, and professional completion of document administration, records support, file maintenance, and related office service activities.
• Oversee the organization, maintenance, transfer, and control of information across reports, files, master records, ledgers, journals, databases, and other recordkeeping systems.
• Ensure document workflows, mail operations, office supplies, equipment, and service support functions operate efficiently and consistently each day.
• Monitor service levels, turnaround times, quality standards, and operational procedures to ensure work is completed according to client expectations and internal standards.
• Identify opportunities to improve processes, reduce errors, increase productivity, and strengthen the overall client experience.
• Supervise, coach, and develop document services staff, including assigning work, monitoring performance, providing feedback, and ensuring consistent adherence to procedures.
• Establish clear expectations for productivity, accuracy, professionalism, attendance, client service, and team communication.
• Support onboarding, training, cross-training, and skills development for team members.
• Promote a culture of accountability, service excellence, continuous improvement, and operational discipline.
• Address routine employee relations matters in partnership with appropriate leadership and human resources teams.
• Serve as a primary point of contact for document services-related inquiries, service concerns, and operational updates.
• Communicate professionally with clients, internal stakeholders, vendors, and team members regarding service activity, issue resolution, reporting, and process changes.
• Investigate and resolve escalated service issues, using judgment to determine appropriate corrective action and follow-up.
• Maintain a strong service presence and ensure the team delivers a professional, responsive, hospitality-oriented experience.

Skills

Document services operations

Supervisory experience

MS Office

Communication skills

Organizational skills

Financial math basics

Education

High school diploma or GED

Associate/Bachelor’s degree in business administration/related field

Job description

SPS is seeking a Document Services Manager in New York to lead daily document services operations, oversee records, mail and reprographics workflows, and ensure service quality across client accounts. You will supervise teams, manage client relationships, drive process improvements, and coordinate billing support, reporting, and compliance in a fast-paced, professional office setting.

Experience in supervising staff, strong MS Office skills, and a focus on accuracy, efficiency and customer