Job Description

Fragomen, an AmLaw 100 Firm and the leading global immigration services provider, is seeking a Mail Process Operations Center Manager. This Manager will be responsible for leading and managing a team of Mail Process Operations Center Supervisors and Coordinators, and ensuring an effective and efficient mail processing service is provided to internal clients across the United States.

How will you make a difference as a Mail Process Operations Center Manager with Fragomen?

• Responsible for managing a large, shared service team, out of the Pittsburgh location, that is responsible for processing all mail received by USCIS
• Manage team of Mail Intake Supervisor and Coordinators - both on and offsite - including managing schedules, ensuring coverage, recruiting and training new hires
• Managing daily workload for the team to assure the team is staying within our SLAs
• Ensure internal client satisfaction by overseeing quality control processes, and managing challenging situations/projects and escalations under minimal direction in a timely and high-quality manner
• Function as an escalation point for Mail Intake Supervisors and Coordinators on issues including managing legal team expectations, PII, technology and SLAs
• Collaborate with Supervisors to maintain organization throughout every aspect of the processing center, from inbound deliveries, scanning and input into our software, to outbound mailings
• Proactively update and manage status reports
• Ensure standard operating process adherence across all users and office mail
• Continuously and proactively identify and implement process and technology improvements to MPOC operations
• Partner with Operational Efficiency Manager on best practices for team strategy
• Participate in the identification, documentation, analysis and validation of advanced business processes, systems and solution requirements
• Lead MPOC initiatives with a focus on communication, training and change management, including designing and implementing training programs for internal and external clients
• Become a subject matter expert on our case management solutions in order to provide best-in-class service
• Coordinate with Mail Intake Supervisors to plan onboarding activities to ensure preparedness for processing
• Collaborate with IT and Software Vendor as necessary to develop and/or oversee testing at the Supervisor and Coordinator level

Let's talk if you have the following qualifications and experience:

• 5+ years of experience with managing shared services or legal operations teams
• Demonstrated ability to lead and work effectively in a team, and to drive change through collaboration
• Self-motivated, with the ability to manage multiple projects to successful completion
• Strong oral and written presentation skills to deliver effective, confident and results-oriented communications
• Experience gathering requirements, providing documentation, and direct communication with client and technology team(s)
• Strong technical writing skills and attention to detail
• Ability to research and resolve issues/inquiries by identifying trends and utilizing available resources
• Familiarity with law firms, and/or fast-paced professional services environments
• Advanced knowledge of using and learning new technologies
• Proficient with MS Office products such as Outlook, OneNote, Word, PowerPoint and Excel to create varied documents, instructional materials and spreadsheets
• Flexibility in work schedule

Fragomen is committed to promoting diversity, inclusion and equal opportunity for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion, disability, sexual orientation, gender identity or intersex status.