Remote Program Manager – Print & Mail Transformation

Eliassen Group; Montpelier (VT); Remote; USD 160,000 - 180,000; Full time

Benefits offered by this job

Medical plans

Dental

Vision

Pre-tax accounts

Life and disability insurance

401(k) with match

Sick time

Job summary

Eliassen Group is seeking an experienced Program Manager to lead a large-scale Print and Mail Operations transformation, transitioning activity to a strategic third-party vendor while maintaining service, compliance, and customer experience.

The role involves vendor onboarding, knowledge transfer, and ongoing governance across program lifecycle, with responsibility for performance, digital transformation, and cross-functional collaboration.

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.
• Experience developing executive presentations, status reporting, and steering committee communications.
• Preferred: Experience in print, mail, document services, statement processing, or customer communications management.
• Preferred: Experience in banking, financial services, credit unions, insurance, utilities, or regulated industries.

Responsibilities

• Lead the migration of print and mail operations from internal facilities to a strategic third-party vendor.
• Develop and execute a 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 from retiring team members and SMEs.
• Establish governance structures and executive reporting 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 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 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/transaction 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

Regulatory compliance

Executive communications

Job description

Eliassen Group is seeking an experienced Program Manager to lead a large-scale Print and Mail Operations transformation, transitioning activity to a strategic third-party vendor while maintaining service, compliance, and customer experience.

The role involves vendor onboarding, knowledge transfer, and ongoing governance across program lifecycle, with responsibility for performance, digital transformation, and cross-functional collaboration.