Document Services Manager

This is a temporary role, expected to last up to 6 months with the possibility of conversion to a "regular" role.

Reports To: The Document Services Manager (Temporary) will report to the Client Manager, Client Director, Managing Vice President, or equivalent leadership. 

Job Overview: 

The Document Services Manager is responsible for leading daily operations, service quality, team performance, and client-facing execution of document services within a designated site or account. This role oversees document administration, records support, mail and reprographics-related activity, equipment coordination, inventory control, billing support, reporting, and service quality to ensure efficient, accurate, and professional operations.

This role is expected to exercise independent judgment, manage competing priorities, develop team members, resolve escalated service issues, support client relationship management, and drive operational improvements aligned with company standards and client expectations.

Duties and Responsibilities: 

• Operations Management
  • Lead and manage daily document services operations, ensuring timely, accurate, and professional completion of document administration, records support, file maintenance, and related office service activities.
  • Oversee the organization, maintenance, transfer, and control of information across reports, files, master records, ledgers, journals, databases, and other recordkeeping systems.
  • Ensure document workflows, mail operations, office supplies, equipment, and service support functions operate efficiently and consistently each day.
  • Monitor service levels, turnaround times, quality standards, and operational procedures to ensure work is completed according to client expectations and internal standards.
  • Identify opportunities to improve processes, reduce errors, increase productivity, and strengthen the overall client experience.

• Team Leadership
  • Supervise, coach, and develop document services staff, including assigning work, monitoring performance, providing feedback, and ensuring consistent adherence to procedures.
  • Establish clear expectations for productivity, accuracy, professionalism, attendance, client service, and team communication.
  • Support onboarding, training, cross-training, and skills development for team members.
  • Promote a culture of accountability, service excellence, continuous improvement, and operational discipline.
  • Address routine employee relations matters in partnership with appropriate leadership and human resources teams.

• Client Service and Communication
  
  • Serve as a primary point of contact for document services-related inquiries, service concerns, and operational updates.
  • Communicate professionally with clients, internal stakeholders, vendors, and team members regarding service activity, issue resolution, reporting, and process changes.
  • Investigate and resolve escalated service issues, using judgment to determine appropriate corrective action and follow-up.
  • Maintain a strong service presence and ensure the team delivers a professional, responsive, hospitality-oriented experience.

• Billing, Records, and Compliance
  • Oversee the accuracy, preparation, issuance, submission, and reconciliation of bills, invoices, and other payment records related to billable documents or services.
  • Ensure work is performed in accordance with company policies, client requirements, records management standards, confidentiality expectations, and applicable procedures.
  • Maintain accurate operational documentation, service logs, production records, billing support, and audit-ready files.
  • Ensure appropriate handling of confidential, sensitive, or client-controlled information.

• Equipment, Inventory, and Reporting
  • Manage inventory control for document services supplies, reproduction equipment materials, and related service resources.
  • Coordinate vendor service calls, equipment performance tracking, preventative maintenance follow-up, and supply replenishment as needed.
  • Prepare, review, and consolidate operational reports related to equipment performance, materials inventory, service activity, productivity, quality, and issue trends.
  • Use reporting insights to identify service risks, staffing needs, process gaps, and improvement opportunities.

• Problem Solving and Continuous Improvement
  • Resolve operational issues using established procedures, sound judgment, and knowledge of client and company expectations.
  • Analyze recurring service issues and implement corrective actions to reduce rework, delays, errors, and client escalations.
  • Recommend and implement improvements to workflows, staffing models, equipment usage, reporting practices, and service standards.
  • Support account leadership with operational planning, performance reviews, client updates, and special projects.

Required Qualifications:

• High school diploma or GED required.
• 5 or more years of related experience in document services, mail services, reprographics, records management, office services, facilities support, or a similar client-facing operational environment.
• Prior supervisory, lead, or management experience preferred.
• Strong knowledge of document services operations, records support, mail services, print/reprographics workflows, office support processes, billing support, and inventory control.
• Advanced proficiency with Microsoft Office, including Word, Excel, and Outlook.
• Strong written and verbal communication skills, including the ability to explain detailed information to team members and stakeholders.
• Strong organizational, problem-solving, and prioritization skills.
• Basic financial and math skills, including the ability to calculate and review percentages, discounts, markups, billing details, and service-related records.

Preferred Qualifications:

• Associate’s or bachelor’s degree in business administration, operations management, facilities management, or a related field.
• Experience managing services in a corporate, legal, financial services, professional services, or client-site environment.
• Experience with service level agreements, performance reporting, billing reconciliation, vendor coordination, and client-facing account support.
• Familiarity with document management systems, print management systems, mail tracking platforms, ticketing tools, or facilities management platforms.
• Experience leading teams in a high-volume, deadline-driven environment.

Physical Requirements: 

• Ability to work in a professional office or client-site environment.
• Ability to stand, walk, bend, reach, and move throughout the workday as needed to support operations.
• Ability to lift, move, or handle office supplies, mail bins, files, paper, and document services materials within company safety guidelines.
• Ability to operate or oversee the use of standard office, mailroom, print, scanning, and document services equipment.
• May require flexibility in schedule based on business needs, client requirements, or operational coverage.

Travel: Some local travel is required for this position. 

Other Duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.