Manager Mail Operations

LiveBH; Scottsdale, Northern (AZ, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

BH Management, LLC in Scottsdale, AZ is seeking a Manager of Mail Operations to lead centralized mail workflows. You will oversee physical and digital mail, manage a two-person team, and coordinate with vendors and cross-functional partners.

The role emphasizes process discipline, SLA adherence, and data-driven leadership to ensure timely, compliant mail handling and reporting.

Qualifications

• 5+ years of mail operations, business operations, shared services, logistics, or related field.
• 3+ years of people leadership experience managing small teams and cross-functional/vendor workflows.
• Experience managing third-party vendors and driving performance remediation.
• Strong process design, mapping, and scalable controls.
• Experience with digital workflow tools and operational systems (Salesforce, SharePoint, OCR).
• Advanced proficiency in Excel and operational reporting.

Responsibilities

• Own end-to-end mail operations, including physical and digital mail workflows.
• Directly manage two staff members, set roles, coverage, and accountability.
• Govern vendor relationships and ensure SLA performance and issue remediation.
• Lead cross-functional cadence and governance with Finance, IT, Legal, HOA, Tax, and others.
• Drive OCR/classification improvements and SharePoint/Salesforce integrations.
• Develop and enforce SOPs for address governance, routing, and continuity.

Skills

Mail operations

Vendor governance

Process mapping

Excel proficiency

Operational reporting

Cross-functional collaboration

Leadership

Education

Bachelor's degree in business, operations, finance, logistics, or related field

Tools

Salesforce

SharePoint

OCR/scanning platforms

Shipping systems

Job description

## Manager Mail OperationsApply: Onsite: Scottsdale, AZ: Full time: Posted Today: JR115150**Who We Are**BH Management, LLC is a people-first multifamily owner and operator that grew from a small startupinto one of the nation's largest commercial real estate companies. Founded in 1993, BH is celebrated for its simple commitment to doing business the right way and investing in its team. Today, BH managesover 100,000 units, employs over 2,800 people, owns its processes in-house, and is praised by FortuneMagazine as the “Best Workplace for Women,” “Best Workplace for Millennials,” and “Best Workplacesfor Diversity.” Powered by innovation and a can-do attitude, BH improves daily, striving to construct asmarter way to live, invest, manage, and grow.BH is passionate about setting the standard in the multifamily industry. We are a welcoming band of go-getters who think big, sweat the details, and take our work (but never ourselves) too seriously. We setour sights high, own our mistakes, and turn lemons into lemonade. We are incredibly proud of wherewe’ve come and are ready to tackle what’s next. Come join us!**This role is based out of our Scottsdale, AZ office and is 100% Onsite Mondays-Fridays**JOB SUMMARYThe Manager Mail Operations provides strategic leadership and operational oversight for Progress Residential's centralized mail operations and digital mail workflow. This role is accountable for building a stable, scalable operating environment that ensures inbound and outbound mail, digital routing, courier activity, and critical correspondence handling are timely, controlled, and largely invisible to senior leadership because they simply work.The Manager leads a small but high-impact team of two direct reports while governing third-party vendors, process standards, service levels, and cross-functional execution across Finance, HOA, Legal, Accounts Receivable, Accounts Payable, IT, Tax, and other operational partners. This leader serves as the enterprise owner for mail operations performance, driving process mapping, issue resolution, systems and vendor accountability, risk reduction, and KPI-based management across both physical and digital mail channels.**ESSENTIAL FUNCTIONS*** Own the end-to-end operating model for mail operations, including physical mail intake, digital mail routing, outbound mail, package handling, courier flows, and records of custody for critical correspondence.* Directly manage and develop two staff members, establishing clear roles, coverage plans, productivity expectations, quality standards, cross-training priorities, and day-to-day accountability.* Serve as the single accountable business owner for the mail function, ensuring senior leadership is escalated only on material risks, while routine issues, exceptions, and stakeholder needs are addressed within an established governance model.* Lead the recurring cross-functional mail operations cadence, including weekly status meetings, action tracking, blocker management, and follow-through with internal stakeholders and external vendors.* Establish and maintain a disciplined status reporting framework that includes current performance metrics, identified blockers, long-term action items, items planned for the next seven days, and exception trends across all major workflows.* Drive vendor performance management for Canon, USPS, Quadient, courier providers, shipping suppliers, and other service partners by defining service expectations, monitoring delivery against SLAs, coordinating business reviews, and escalating remediation when performance is below standard.* Oversee optimization of digital mail workflows, including OCR performance, classification accuracy, subject-line routing, SharePoint integrations, Salesforce case creation, and related exception-handling processes.* Partner with IT and business teams to identify, prioritize, test, and implement process and system enhancements that reduce manual touchpoints, improve routing accuracy, and accelerate turnaround times.* Own enterprise process mapping for mail workflows, documenting current-state and future-state processes, dependencies, controls, and handoffs across upstream and downstream teams.* Develop and enforce standard operating procedures for address governance, forwarding instructions, special mail handling, vendor-specific routing, and business continuity for time-sensitive or regulated correspondence.* Create a durable control environment for mail exceptions, including delayed forwarding, misclassification, incomplete routing data, equipment outages, returned mail, unidentified ownership, and other service failures.* Maintain operating visibility into high-volume inbound and outbound activity, using trend data and exception reporting to balance staffing, improve throughput, and support business planning.* Own mail operations equipment and asset oversight, including service schedules, inventory, lease or contract visibility, maintenance coordination, and replacement planning for scanners, inserters, meters, and related tools.* Evaluate vendor contracts, commercial terms, and alternative solutions; support renewals, RFP activity, and operating decisions with clear service, cost, and risk analysis.* Ensure the function supports dependent business processes across HOA, property tax, legal, resident payments, and other operational areas where inaccurate routing or address breakdowns create service delays or financial risk.* Build a resilient staffing and knowledge model through cross-training, documented procedures, and coverage plans so the function can operate consistently despite absences, turnover, or business surges.* Provide concise executive updates on performance, risks, and remediation progress, translating detailed operational issues into decision-ready recommendations when leadership input is required.**QUALIFICATIONS*** 5+ years of progressive experience in mail operations, business operations, shared services, logistics, finance operations, or a related operational environment.* 3+ years of people leadership experience, including direct management of small teams and coordination of cross-functional or vendor-supported workflows.* Demonstrated success stabilizing or transforming an operational process with multiple stakeholders, service dependencies, and time-sensitive deliverables.* Experience managing third-party vendors and holding them accountable to performance, service quality, and issue remediation commitments.* Strong process design and process mapping capability, including documentation of current-state workflows, root-cause analysis, and implementation of scalable controls.* Experience working with digital workflow tools and operational systems such as Salesforce, SharePoint, OCR/scanning platforms, shipping systems, ticketing tools, or comparable technologies.* Advanced proficiency in Excel and operational reporting, with the ability to convert raw activity data into KPIs, capacity views, and executive-ready summaries.* Ability to lead in a high-volume environment with changing priorities, service interruptions, and cross-functional dependencies.* Experience in residential property management, financial operations, legal operations, centralized shared services, or similarly regulated environments preferred.* Bachelor's degree in business, operations, finance, logistics, supply chain, or a related field required.* Occasional travel may be required.* Operational Ownership – Takes full accountability for outcomes, controls, and service reliability.* Strategic Execution – Connects day-to-day operations to a scalable long-term operating model.* Vendor Governance – Sets expectations, manages performance, and drives remediation with external partners.* Process Discipline – Documents, simplifies, standardizes, and continuously improves workflows.* Cross-Functional Influence – Coordinates effectively across Finance, IT, Legal, HOA, Tax, and business operations.* People Leadership – Develops talent, clarifies expectations, and creates dependable team coverage.* Analytical Rigor – Uses metrics and trend data to identify issues, prioritize actions, and inform decisions.* Calm Under Pressure – Maintains control and sound judgment during service disruptions, backlogs, and escalations.* Communication & Follow-Through – Provides concise updates, closes loops, and ensures commitments are executed.* Integrity & Accountability – Upholds service standards, internal controls, and a high-trust operating environment.