Responsibilities
Operations & Processing
Manage the end-to-end process for handling both returned mail and physical survey results; from physical receipt, sorting, and scanning, to data entry and conversion into required electronic formats for the end-customers.
Oversee the capture, validation, and preparation of survey results, ensuring data is accurately converted and formatted into final electronic data files (e.g., CSV, delimited files) ready for end-customer delivery.
Ensure the physical security of all sensitive documents and the electronic security and privacy of converted customer data.
Oversee the quality assurance process to guarantee the accuracy and integrity of all data converted from physical documents.
Identify bottlenecks and inefficiencies in document handling and data conversion workflows and implement solutions to optimize processes.
Compliance & Reporting
Maintain strict compliance with all customer SLAs, regulatory requirements, and internal security protocols.
Generate regular reports on team performance, productivity, mail/document volume, error rates, and progress toward operational goals.
Serve as the primary escalation point for complex processing issues or discrepancies.
Calculate and prepare new customer pricing proposals; perform pricing audits to ensure alignment with targets and overhead expenses; prepare invoicing documentation based on processed volumes and established contract rates.
System & Equipment
Ensure the team effectively utilizes all necessary equipment and software systems required for data conversion and workflow management.
Collaborate with IT or technical support teams on system maintenance, troubleshooting, and upgrades.
Team Leadership & Management
Supervise a team of associates, including scheduling, performance management, training, and professional development.
Monitor team workload and workflow to ensure timely processing and achievement of productivity and quality targets.
Client & Sales Collaboration
Partner directly with the sales team and external clients to understand project scopes, calculate pricing proposals, and conduct pricing audits to maximize profitability.
Actively support client onboarding and ongoing relationships to identify operational opportunities to expand and grow existing business accounts.
Serve as a highly responsive point of contact for clients and internal partners including host alignment meetings, address inquires, and provide proactive problem-solving to ensure exceptional customer service and contribute to customer relationship retention.
Minimum of a High School Diploma or GED is required. Bachelor's degree preferred in Business Administration, Operations Management, or related field.
Minimum of 3 years of experience in data processing, document management, mailroom operations, or a production environment.
Minimum of 1 year of experience in a supervisory or team lead role.
Demonstrated knowledge of security and compliance best practices related to handling sensitive customer data.
Strong organizational and problem-solving skills with a keen attention to detail.
Experience working with production workflow or data management system.
Experience with lean manufacturing or process improvement methodologies.
Familiarity with high-volume mail sorting and scanning technology.
Understanding of data conversion techniques and quality control measures for electronic data
entry.
Physical Demands
Sitting - Frequent
Standing - Occasional
Walking - Occasional
Twisting - Occasional
Bending - Occasional
Ability to Push/Pull <5-10lbs - Occasional
Ability to Push/Pull 10-15lbs - Occasional
Ability to Push/Pull 15-20lbs - N/A
Ability to Push/Pull 20-25lbs - N/A
Ability to Push/Pull >25lbs - N/A
The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel Requirement <10%, Possible travel to RR Donnelley corporate or other facilities.
The pay range for this role at the noted location is $57,300 to $87,100 annually. The actual rate of pay offered may vary based upon, but not limited to: education, skills, experience, proficiency, performance, shift, and location. In addition to base salary, depending on the role, overtime, shift differential, call-in, and stand-by pay. RRD offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, paternity leave, adoption assistance, and employer/partner discounts.
All your information will be kept confidential according to EEO guidelines.
RRD is an Equal Opportunity Employer, including disability/veterans
At RRD, we value innovation, authenticity, and integrity. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools during interviews to ensure an authentic and secure experience. We appreciate your cooperation as we work to maintain a transparent and equitable hiring process.
All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.
