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Description

The On-Site Manager is the senior leader responsible for the overall direction, performance, and day-to-day execution of a large, multi-location mail processing and distribution program. This position leads operations supporting a central mail facility, satellite mailrooms, and approximately 1,300 delivery points across roughly 110 buildings, with responsibility for an environment processing approximately 2.5 million incoming and outgoing mail and parcel items annually, in addition to more than 750,000 pieces of internal mail and publications.

As the project's primary operational authority, the On-Site Manager directs staffing, workflow, mailroom production, delivery routes, quality control, reporting, safety, and continuity of operations. The role provides hands-on leadership to mail clerks and drivers, monitors service performance, resolves operational issues, coordinates substitute coverage, and ensures all locations remain fully staffed, compliant, and operational. This individual also serves as the central point of accountability for maintaining service accuracy, meeting delivery timelines, managing risks, and sustaining a professional, customer-focused operation.

Key Responsibilities:

• Remain on-site during all operating hours and provide overall leadership, coordination, and accountability for daily mail operations.
• Ensure the central mail facility and all satellite mailrooms are adequately staffed, fully operational, and consistently meeting established service requirements.
• Direct the receipt, inspection, screening, counting, sorting, processing, preparation, dispatch, pickup, and delivery of incoming, outgoing, interoffice, accountable, postal, and commercial carrier mail and parcels.
• Manage daily staffing assignments, workload distribution, route coverage, and resource allocation in response to fluctuating volumes, high-demand periods, operational disruptions, and logistical challenges.
• Provide qualified substitute coverage for absent managers, mail production personnel, and drivers within established response timeframes.
• Coordinate additional work hours, overtime, or weekend support when needed to maintain service levels, eliminate backlogs, or address unexpected workload demands.
• Oversee daily pickup and delivery routes, ensuring schedules, service windows, and handling requirements are consistently met.
• Maintain continuity of operations by responding promptly to staffing gaps, vehicle issues, inclement weather, equipment problems, and other risks that could affect service delivery.
• Serve as the primary operational point of contact for the customer and the central point of accountability for daily performance, communication, issue resolution, and service delivery.
• Build and maintain strong working relationships with customer representatives, facility contacts, and other stakeholders, responding promptly to questions, service requests, and concerns.
• Identify and report service irregularities, performance concerns, and operational risks, and develop timely corrective action plans to resolve issues and prevent recurrence.
• Develop, implement, and maintain the Quality Assurance and Control Plan, including routine quality reviews, performance checks, and individual accountability for sorting and delivery personnel.
• Ensure the accurate and timely preparation of operational reports, mail volume reports, quality assurance documentation, parcel activity reports, and other required performance data.
• Monitor employee performance, conduct, customer service, safety, security, housekeeping, identification requirements, and completion of required training.
• Enforce compliance with applicable postal regulations, organizational procedures, safety practices, security requirements, and established operating standards.
• Supervise and coach mail clerks, drivers, and other operational personnel, providing direction, feedback, training, and performance support.
• Participate in pre-launch onboarding and operational phase-in activities, ensuring personnel, vehicles, access credentials, equipment, and procedures are ready for full performance on the first day of operations.

Requirements

•  At least five years of hands-on experience in mail center, postal, distribution, logistics, or a closely related operational environment.
• At least five years of supervisory or management experience leading frontline staff in a high-volume, deadline-driven operation.
• Demonstrated experience overseeing mail processing, sorting, accountable mail, parcel handling, delivery routes, and daily production workflows.
• Proven ability to manage staffing levels, employee schedules, substitute coverage, workload balancing, and continuity of operations.
• Experience supervising mail clerks, drivers, or similar operational personnel and addressing performance, conduct, training, and customer service issues.
• Strong working knowledge of postal regulations, mail handling procedures, safety practices, chain-of-custody requirements, and quality control processes.
• Ability to prepare and review operational reports, production data, quality documentation, corrective action plans, and performance metrics.
• Strong problem-solving skills with the ability to identify operational risks, resolve service disruptions, and implement timely corrective actions.
• Excellent communication and interpersonal skills, including experience serving as the primary point of contact for customers and senior stakeholders.
• Ability to work on-site in Gaithersburg, MD daily throughout established operating hours and support additional hours when necessary to maintain service continuity.
• Ability to successfully complete required background screening, identity verification, access credentialing, and security training.
• Proficiency with standard office software, electronic tracking systems, and mail or parcel management applications.

Preferred Qualifications:

• Experience managing centralized mail operations supporting multiple facilities, delivery routes, or a large institutional campus.
• Experience overseeing high-volume USPS, commercial carrier, accountable, interoffice, and publication distribution activities.
• Familiarity with quality assurance programs, independent performance reviews, route accountability, and continuous improvement practices.
• Experience managing contractor-furnished vehicles, delivery operations, or fleet continuity requirements.
• Previous responsibility for launching, transitioning, or stabilizing a large operational services program.

HeiTech Services is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, or any other protected status under applicable law.

If you require a reasonable accommodation during the application process, please contact us at HR@HeiTechServices.com.

HeiTech Services may utilize technology-assisted tools, including artificial intelligence, to support the review of application materials. These tools are used to enhance efficiency; however, all hiring decisions are made by human reviewers in accordance with federal hiring guidelines.