Manager, Fulfillment

OSV; Phoenix (AZ); On-site; USD 90,000 - 120,000; Full time

Job summary

OneSource Virtual (OSV) seeks a Fulfillment Manager to lead a team across two sites (Dallas, TX and Phoenix, AZ) supporting payroll, taxes, garnishments, and related operations. You will manage work distribution, ensure print jobs are completed and shipped per SLA, and enforce SOP adherence while driving continuous improvement.

You will mentor Supervisors and Fulfillment Processors, oversee performance appraisals, and collaborate with HR, facilities, and customer operations to optimize service

Qualifications

• Bachelor's degree or applicable work experience is required.
• Leadership experience (3–5 years) in a fulfillment/distribution setting preferred.
• Proficient with Microsoft Office suite and reporting tools.

Responsibilities

• Oversee work distribution and scheduling across two sites (Dallas and Phoenix).
• Ensure print jobs are completed and shipped per SLA and SOPs.
• Monitor SLAs and customer satisfaction; escalate issues as needed.
• Coordinate incident reporting and root-cause analysis within SLA timelines.
• Manage HR processes including performance coaching and monthly scorecards.

Skills

Leadership

Customer service

Project management

Team management

Education

Bachelor's degree or applicable work experience

Tools

Pitney Bowes/Bluecrest distribution equipment

FedEx/UPS/USPS processes

Job description

OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizationsmaximize their Workday investment andoperateit with confidence. Payroll, benefits, and finance solutions — all in one place.

** Onsite in Phoenix, AZ **

Position Summary/Objective

The Manager of Fulfillment is responsible for managing a team of Supervisors, Sr. Fulfillment Processors , and Fulfillment Processors across two sites – Dallas, TX and Phoenix, AZ, and overseeing the print and distribution activities. They have oversight of the business to support Customer Operations: Payroll, Tax, Garnishments, Employee Services, COBRA, Finance & Accounting, and internal HR departments. Responsible for allocation of work distribution; delivery and staff adherence to standard operating procedures; and incident reporting resulting in improvements. Also responsible for the oversight of internal administrative departments for incoming and outgoing mail and checks; and support facility services as needed. The Fulfillment Manager reports to the Director of Payroll Operations.

Essential Functions/Duties/Responsibilities

• Work distribution and scheduling
• Ensure print jobs are occurring and shipped within the customers’ contractual SLA
• Ensure that the team is processing within the guidelines of the standard operating procedures
• Monitor tasks to ensure service level agreements and high customer satisfaction levels are being met
• Report all incidents, including what happened and how. Assess the how and, in coordination with the Fulfillment Support Specialist develop short- and long-term improvements. Perform and document formal customer Root Causes Analysis within the contractual SLA timeline.
• Point of escalation for customer – manage the timely handling and resolution of customer distribution issues
• Adhere to security protocols to safeguard confidential, proprietary, and customer information
• Ensure all work due each day has been processed in accordance with each business unit’s delivery requirements
• Continually assess work products and procedures to ensure accurate and timely processing, and to identify continuous areas of improvement
• Accountable for all internal daily reporting and completion of work triggers (approval of print jobs, distribution status updates, follow-up with payroll for outlying incomplete jobs, etc.)
• Work consistently to deliver excellent customer service related to the entire distribution process
• Work with Fulfillment Operations Manager to ensure all equipment is maintained to a high standard of operation
• Facilitate special internal requests to applicable OSV departments
• Ensure 5S duties have been completed
• Assist with special projects as needed
• Support disaster recovery and business continuity mitigation plan, and execution against the plan
• Manage HR and Performance Appraisals for employees including employee 1:1 training, goal setting, professional development plans, and monthly performance scorecards

Work Requirements

• Must be able to lift up to 50 lbs
• Must be able to stand for extended periods
• Must be willing to work outside of standard business hours during year-end processing, and other times as required

Competencies

• Excellent communication, problem-solving, critical thinking, and customer service skills
• Flexible in a changing environment
• Strong organizational skills with the ability to multi-task and support multiple customers and businesses effectively
• Strong collaboration skills to work closely with others in a team, supporting collective goals
• Detail Oriented with good time management skills
• Ability to establish and maintain effective working relationships, internally and externally
Effectively leads multiple projects or initiatives
• Strong research skills
• Assurance in meeting deadlines
• Equipment mechanical skills

Supervisory Responsibility

• Responsibility for entire team nationwide, including supervisory leadership

Qualifications and Experience

• Bachelor’s degree or applicable work experience
• 3-5 years of leadership experience
• 7-10 years’ experience working in a fulfillment/distribution center
• Highly experienced with all Microsoft software programs

Preferred Skills

• Experience with Pitney Bowes/Bluecrest distribution equipment and software
• Experience with FedEx/UPS and USPS processes

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.