Manager, Delivery

Manager, Delivery - 1st Shift (Manages 3 Shifts)-ONSITE

Job Overview

Oversee production teams and processes to ensure Print and Insert operations are executed accurately and on time in accordance with Service Level Agreements (SLAs). Ensure staffing levels and operational performance meet established KPIs for SLA, Quality, and Financial targets. This role manages production activities across three shifts and provides leadership, escalation support, and operational oversight.

Responsibilities:

• Serve as the primary escalation point for production, quality, and SLA issues across all three shifts.
• Provide backup coverage for Shift Supervisors and the Site Leader as required.
• Coach and develop front-line Supervisors, Leads, and employees to improve performance, quality, and engagement.
• Communicate process changes, business updates, and operational priorities to the team.
• Identify, recommend, and implement approved continuous improvement initiatives, tracking results and effectiveness.
• Review operational performance metrics and drive corrective actions and improvements.
• Actively assess opportunities for efficiency improvements and cross-training within and across shifts.
• Partner with Shift Supervisors to reduce waste and improve expense margins.
• Manage client inventory, including ordering materials and supplies, maintaining 30 days or less of on-hand inventory in the warehouse.
• Manage and ensure completion of vendor preventive maintenance schedules.
• Participate in client calls and meetings to support regular business updates.
• Manage complex customer relationships using service improvement tools and methodologies.
• Maintain direct ownership of transactional processes (printing and inserting), including allocating work-in-process to maximize productivity and quality.
• Oversee shift operations, including managing delays, equipment breakdowns, and resolving production or quality issues.
• Provide guidance, feedback, and development support to Team Leaders and Operations staff.
• Foster a highly engaged work environment through effective teamwork and leadership behaviors.
• Ensure compliance with all client and Conduent policies, procedures, audit requirements, and security standards.
• Schedule and conduct performance feedback and counseling sessions with associates.
• Adapt quickly and effectively to changing priorities and operational demands.
• Perform additional duties as assigned by management.

Requirements:

• Minimum of 2 years of supervisory or leadership experience in an operational environment.
• Demonstrated ability to lead, direct, and motivate staff.
• Strong leadership competencies, including planning, organization, problem-solving, conflict resolution, analysis, and team building.
• Sound decision-making skills.
• Excellent verbal communication skills.
• Proficient in Microsoft Office applications.
• Ability to multitask while maintaining strong attention to detail.

Work Relationships:

• Works closely with all Print and Mail Production team members.
• Maintains strong working relationships with site management and Client Advocates.
• Reports directly to the Senior Manager.

Key skills/competency

• Operations Management
• Team Leadership
• Production Oversight
• Client Relationship Management
• Process Improvement
• Performance Metrics (KPIs)
• Inventory Management
• Escalation Management
• Supervisory Skills
• Workforce Planning