Remote Program Manager: Print & Mail Transformation

Eliassen Group; Augusta (ME); Remote; USD 160,000 - 180,000; Full time

Benefits offered by this job

Medical plans

Dental insurance

Vision insurance

Pre-tax accounts

401(k) with match

Sick time (state law)

Job summary

Eliassen Group is seeking a seasoned Program Manager to oversee a large-scale Print and Mail Operations transformation, moving from internal facilities to a strategic external vendor while preserving customer service and compliance.

You will build the transition roadmap, manage vendor onboarding, and drive continuous improvement, governance, and digital transformation to reduce print reliance and improve customer experience.

Qualifications

• 8+ years in Program Management, Project Management, Operations Leadership, or Delivery Management.
• Experience leading large-scale operational transformations, outsourcing, or vendor transitions.
• Experience managing third-party vendors and service delivery organizations.
• Strong understanding of production operations, process improvement, and operational governance.
• Proven ability to manage complex cross-functional programs with multiple stakeholders.

Responsibilities

• Lead the migration of print and mail operations from internal facilities to a strategic third-party vendor.
• Develop and execute a comprehensive transition roadmap with timelines, milestones, risk management, and stakeholder communications.
• Coordinate facility shutdown activities with minimal disruption to customers and business operations.
• Capture institutional knowledge and operational expertise from retiring team members and subject matter experts.
• Establish governance structures and executive reporting mechanisms across the program lifecycle.
• Drive cross-functional coordination among Operations, Technology, Product, Compliance, Customer Experience, and Vendor teams.
• Serve as the primary business owner and operational leader for the outsourced print and mail relationship.
• Manage vendor performance against SLAs, quality targets, production schedules, and customer commitments.
• Ensure timely delivery of customer communications, statements, notices, and correspondence generated from core banking systems.
• Lead operational reviews, performance assessments, issue resolution, and continuous improvement.
• Represent the voice of the customer and operations in strategic decision-making.
• Monitor customer service metrics and operational performance to identify improvements.
• Drive enhancements that improve delivery quality, reduce defects, and increase customer satisfaction.
• Evaluate and implement operational efficiencies that improve throughput and reduce costs.
• Identify opportunities to reduce paper-based communications through digital adoption.
• Partner with product, technology, and business stakeholders to modernize customer communication processes.
• Manage business requirements intake, prioritization, and backlog planning for print, mail, and digital communications.
• Translate operational needs into actionable business requirements and implementation plans.
• Develop understanding of files, workflows, and data feeds from core banking and transaction processing systems.
• Ensure production processes remain compliant with regulatory, operational, and customer service requirements.
• Support change management, system enhancements, testing, and production readiness.

Skills

Program management

Vendor management

Cross-functional leadership

Process improvement

Tools

Core banking systems

Job description

Eliassen Group is seeking a seasoned Program Manager to oversee a large-scale Print and Mail Operations transformation, moving from internal facilities to a strategic external vendor while preserving customer service and compliance.

You will build the transition roadmap, manage vendor onboarding, and drive continuous improvement, governance, and digital transformation to reduce print reliance and improve customer experience.