Manager Mail Operations

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As a leading property manager of single-family rental homes nationwide, we take great pride in creating an enjoyable living experience for our residents – and an empowering, people-first culture for our team members. That’s why, for two years in a row, our employees have voted Progress a certified Great Place to Work®.

Why join Progress?

As the demand for professionally managed rental homes continues to grow, so do the opportunities at Progress. We’re looking for passionate professionals who are ready to grow with us, make a difference and be part of something meaningful.

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This role is based out of our Scottsdale, AZ office and is 100% Onsite Mondays-Fridays

JOB SUMMARY

The Manager Mail Operations provides strategic leadership and operational oversight for Progress Residential's centralized mail operations and digital mail workflow. This role is accountable for building a stable, scalable operating environment that ensures inbound and outbound mail, digital routing, courier activity, and critical correspondence handling are timely, controlled, and largely invisible to senior leadership because they simply work.

The Manager leads a small but high-impact team of two direct reports while governing third-party vendors, process standards, service levels, and cross-functional execution across Finance, HOA, Legal, Accounts Receivable, Accounts Payable, IT, Tax, and other operational partners. This leader serves as the enterprise owner for mail operations performance, driving process mapping, issue resolution, systems and vendor accountability, risk reduction, and KPI-based management across both physical and digital mail channels.

ESSENTIAL FUNCTIONS

• Own the end-to-end operating model for mail operations, including physical mail intake, digital mail routing, outbound mail, package handling, courier flows, and records of custody for critical correspondence.

• Directly manage and develop two staff members, establishing clear roles, coverage plans, productivity expectations, quality standards, cross-training priorities, and day-to-day accountability.

• Serve as the single accountable business owner for the mail function, ensuring senior leadership is escalated only on material risks, while routine issues, exceptions, and stakeholder needs are addressed within an established governance model.

• Lead the recurring cross-functional mail operations cadence, including weekly status meetings, action tracking, blocker management, and follow-through with internal stakeholders and external vendors.

• Establish and maintain a disciplined status reporting framework that includes current performance metrics, identified blockers, long-term action items, items planned for the next seven days, and exception trends across all major workflows.

• Drive vendor performance management for Canon, USPS, Quadient, courier providers, shipping suppliers, and other service partners by defining service expectations, monitoring delivery against SLAs, coordinating business reviews, and escalating remediation when performance is below standard.

• Oversee optimization of digital mail workflows, including OCR performance, classification accuracy, subject-line routing, SharePoint integrations, Salesforce case creation, and related exception-handling processes.

• Partner with IT and business teams to identify, prioritize, test, and implement process and system enhancements that reduce manual touchpoints, improve routing accuracy, and accelerate turnaround times.

• Own enterprise process mapping for mail workflows, documenting current-state and future-state processes, dependencies, controls, and handoffs across upstream and downstream teams.

• Develop and enforce standard operating procedures for address governance, forwarding instructions, special mail handling, vendor-specific routing, and business continuity for time-sensitive or regulated correspondence.

• Create a durable control environment for mail exceptions, including delayed forwarding, misclassification, incomplete routing data, equipment outages, returned mail, unidentified ownership, and other service failures.

• Maintain operating visibility into high-volume inbound and outbound activity, using trend data and exception reporting to balance staffing, improve throughput, and support business planning.

• Own mail operations equipment and asset oversight, including service schedules, inventory, lease or contract visibility, maintenance coordination, and replacement planning for scanners, inserters, meters, and related tools.

• Evaluate vendor contracts, commercial terms, and alternative solutions; support renewals, RFP activity, and operating decisions with clear service, cost, and risk analysis.

• Ensure the function supports dependent business processes across HOA, property tax, legal, resident payments, and other operational areas where inaccurate routing or address breakdowns create service delays or financial risk.

• Build a resilient staffing and knowledge model through cross-training, documented procedures, and coverage plans so the function can operate consistently despite absences, turnover, or business surges.

• Provide concise executive updates on performance, risks, and remediation progress, translating detailed operational issues into decision-ready recommendations when leadership input is required.

QUALIFICATIONS

• 5+ years of progressive experience in mail operations, business operations, shared services, logistics, finance operations, or a related operational environment.

• 3+ years of people leadership experience, including direct management of small teams and coordination of cross-functional or vendor-supported workflows.

• Demonstrated success stabilizing or transforming an operational process with multiple stakeholders, service dependencies, and time-sensitive deliverables.

• Experience managing third-party vendors and holding them accountable to performance, service quality, and issue remediation commitments.

• Strong process design and process mapping capability, including documentation of current-state workflows, root-cause analysis, and implementation of scalable controls.

• Experience working with digital workflow tools and operational systems such as Salesforce, SharePoint, OCR/scanning platforms, shipping systems, ticketing tools, or comparable technologies.

• Advanced proficiency in Excel and operational reporting, with the ability to convert raw activity data into KPIs, capacity views, and executive-ready summaries.

• Ability to lead in a high-volume environment with changing priorities, service interruptions, and cross-functional dependencies.

• Experience in residential property management, financial operations, legal operations, centralized shared services, or similarly regulated environments preferred.

• Bachelor's degree in business, operations, finance, logistics, supply chain, or a related field preferred; equivalent experience will be considered.

• Occasional travel may be required.

• Operational Ownership – Takes full accountability for outcomes, controls, and service reliability.

• Strategic Execution – Connects day-to-day operations to a scalable long-term operating model.

• Vendor Governance – Sets expectations, manages performance, and drives remediation with external partners.

• Process Discipline – Documents, simplifies, standardizes, and continuously improves workflows.

• Cross-Functional Influence – Coordinates effectively across Finance, IT, Legal, HOA, Tax, and business operations.

• People Leadership – Develops talent, clarifies expectations, and creates dependable team coverage.

• Analytical Rigor – Uses metrics and trend data to identify issues, prioritize actions, and inform decisions.

• Calm Under Pressure – Maintains control and sound judgment during service disruptions, backlogs, and escalations.

• Communication & Follow-Through – Provides concise updates, closes loops, and ensures commitments are executed.

• Integrity & Accountability – Upholds service standards, internal controls, and a high-trust operating environment.

What you can expect from us:

• Competitive Compensation - Including performance-based bonuses that reward your contributions.

• Comprehensive Benefits Package - Medical, dental, vision, parental leave, 401(k) with company match and more.

• Generous Time Off – Enjoy PTO based on tenure, 13 paid holidays and 1 floating holiday.

• Ongoing Learning and Development - Quarterly summits, town hall meetings and continuous training to support your professional growth.

• A Culture that Celebrates You - We believe in collaboration, recognition and having fun while doing important work.

This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.

Employment with Progress Residential is conditional on a satisfactory background and drug screen.

Progress Residential is a proud Equal Opportunity employer, m/f/d/v.

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