Mail Services Manager

If you have any questions about the position or our application process, reach out to us at recruiting-u@smith.edu.

Job Summary

The Mail Services Manager provides inclusive leadership and oversight for all aspects of mail and package distribution operations at Smith College, ensuring timely, accurate, and high-quality service to faculty, staff, students, and departments. This role manages daily operations, supervises a diverse team, and addresses customer service needs with empathy and efficiency. The manager is responsible for optimizing workflows, implementing process improvements, and managing the department's budget. This position collaborates with various campus departments and external partners to achieve operational goals and uphold college values of inclusivity, respect, and excellence.

Take appropriate actions to support a diverse workforce and participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.

Essential Functions

Leadership & Supervision (50%):

• Support direct reports through hiring, onboarding, coaching, and professional development.
• Hire, onboard, train, manage, and approve payroll for student workers.
• Clearly communicate roles, responsibilities, and expectations, encouraging service excellence and engagement.
• Foster open communication, respect, and alignment with departmental goals for shared purpose and motivation.
• Model institutional values in customer service and respect for colleagues, reinforcing positive behavior.
• Conduct performance management by setting goals, giving feedback, and ensuring fair evaluations.
• Provide direct feedback on performance, offering training or corrective action as needed.
• Address conflicts promptly and impartially to maintain a supportive, collaborative team environment.
• Make scheduling and assignment decisions to adapt to operational needs and balance workloads.
• Encourage teamwork, efficient processes, customer satisfaction, and proactive problem-solving for quality service.
• Make strategic recommendations to senior management on personnel actions and operational improvements, drawing on comprehensive team insights.
• Ensure team adherence to college policies and regulatory requirements, including health and safety protocols. Implement corrective actions when necessary to maintain a compliant workplace.

Mail & Package Processing (25%):

• Ensure the accurate, efficient, and timely processing of mail and packages, supporting the diverse needs of the college community.
• Oversee sorting, processing, and allocation of staff resources to meet daily and peak-period deadlines.
• Coordinate with Facilities staff to adjust deliveries as necessary, maintaining an adaptable and responsive operation.
• Monitor tracking systems and intelligent package lockers, addressing any issues promptly to improve access and ease of use for all.
• Schedule team members to assist at the student mail/package pickup window, aligning staffing with demand.
• Oversee the student mail forwarding process, promoting inclusivity by ensuring accessible and reliable services.
• Partner closely with UPS, FedEx, USPS, and other vendors to provide consistent service that aligns with the college's values.

Customer Service (20%;)

• Resolve customer service inquiries and support staff issues with a people-centered approach, ensuring all community members are treated with respect and understanding.
• Maintain the department's website with accessibility in mind, ensuring clear and inclusive information for all users.
• Monitor the department's budget, ensuring cost-effective practices and thoughtful use of resources.
• Build positive, collaborative relationships with the Dean of Students, Registrar, Facilities, Controllers, and IT offices, as well as with external partners, promoting effective communication and seamless operations.
• Design and implement process improvements to accommodate seasonal fluctuations and meet evolving department needs.
• Manage a retail mail services center that serves Smith College and the surrounding Northampton community, emphasizing an inclusive and welcoming customer experience.
• Ensure compliance with USPS, UPS, and FedEx guidelines, promoting accessible and customer-focused services.
• Support staff at the retail window to meet the community's needs, maintaining transparency in service standards and cash handling practices.

Bulk Mail Operation (5%):

• Oversee the Bulk Mail operation to ensure efficient processing that is both cost-effective and inclusive of departmental needs.
• Implement quality control measures to meet deadlines and comply with USPS and institutional guidelines.
• Manage service agreements and evaluate in-house versus outsourced solutions, ensuring fairness and transparency in decision-making.
• Process billing and internal chargebacks with the Controller's Office, maintaining accountability and financial integrity.

All employees are expected to participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.

Minimum Qualifications (knowledge, skills, education, experience, certifications, licenses):

• Bachelor's degree plus five years mailroom operations experience which includes two years supervisory experience: or any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
• Demonstrated commitment to inclusive leadership with experience in operations management, preferably in mail services or logistics.
• Strong people-centered supervisory skills with the ability to empower, motivate, and develop a diverse team.
• Excellent communication and problem-solving skills, fostering an inclusive environment that values diverse perspectives.
• Familiarity with mail processing systems, tracking software, and regulatory compliance.
• Detail-oriented and committed to continuous improvement with a focus on equity and accessibility.

Skills:

• Ability to lead a diverse team with empathy, promoting an inclusive and supportive workplace.
• Skilled in coaching, mentoring, and empowering staff to reach their full potential.
• Strong analytical skills to resolve complex customer service issues, operational challenges, and staff conflicts promptly and effectively.
• Excellent verbal and written communication skills, with a strong ability to engage, listen, and collaborate with diverse stakeholders across departments and external partners.
• Experience with mail processing systems, tracking software, and equipment, along with general proficiency in relevant technology.
• Demonstrated ability to analyze operations, identify areas for improvement, and implement solutions that enhance efficiency and accessibility.
• Dedicated to providing a high standard of service, with a commitment to understanding and meeting the needs of a diverse campus community.
• Familiarity with USPS, UPS, and FedEx regulations, along with institutional policies to ensure adherence to all relevant guidelines.
• Strong ability to prioritize tasks, delegate responsibilities, and manage multiple projects to meet deadlines, especially during peak periods.
• Comfortable working in a dynamic environment with fluctuating demands, demonstrating flexibility to adjust staffing and processes as needed.

Additional Information:

• Must be able to work standing for long periods of time, lift up to 50 lbs., and adjust to a flexible work schedule based on the fluctuating work load.

Review of applications will begin

Position Type:

Located in Northampton, MA, Smith College is one of the largest women's colleges in the country and is dedicated to excellence in teaching and research across the liberal arts. A faculty of outstanding scholars interact with students in small classes, as advisors, and through student-faculty research projects. The College is a member of the Five College Consortium with Amherst, Hampshire and Mt. Holyoke Colleges, and the University of Massachusetts Amherst.Students cross-enroll and faculty cross-teach across the Five Colleges.

Consistent with the Americans with Disabilities Act (ADA) and Massachusetts General Law, Chapter 151B, it is the policy of Smith College to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact our recruiting team at recruiting-u@smith.edu.

As set forth in our mission and values, Smith College is committed to promoting a culture of equity and inclusion among students, staff and faculty. The College will not discriminate in employment on the basis of age, race, color, ethnicity, national origin, creed, religion, sex, sexual orientation, gender identity, gender expression, pregnancy, genetic information, age, veteran status, physical or mental disability, or any other classification protected by law. Smith College is an equal opportunity employer and complies with all state and federal laws that prohibit discrimination.