Mail Operations Manager

The Manager of Mail and Package Services provides leadership and strategic oversight for all student housing, health systems, and academic mail and package operations across the University. This role ensures that mail and package services are reliable, efficient, and aligned with the University’s mission of supporting students, faculty, and staff. The Manager oversees daily operations, staff management, compliance with postal regulations, vendor relationships, and customer service initiatives while driving innovation and process improvement.

Key Responsibilities

Strategic Leadership

• Provide vision and direction for all mail and package services.
• Develop and implement operational strategies that prioritize efficiency, customer service, and compliance.
• Collaborate with key leadership to align services with needs.
• Operations Management
• Oversee daily mail and package processing, delivery, and distribution to student housing, academic buildings, administrative offices and health systems.
• Ensure compliance with USPS and carrier regulations, as well as University policies.
• Implement technologies and systems that streamline mail tracking, student notifications, and delivery accuracy.
• Collaborate with the Print Mailroom to coordinate services and ensure seamless processing of print-to-mail projects.
• Optimize workflows to manage peak volumes during move-in, holidays, and other critical times.
• Collaborate with other departments (including Facilities, Housing, Dining, and Print) to resolve service challenges and implement process improvements.
• Serve as a point of escalation for complex service issues, ensuring timely resolution and client satisfaction.
• Develop and maintain standard operating procedures (SOPs), training guides, and resources to ensure consistency and efficiency.
• Perform special projects, tasks, cross-training, and other duties as assigned.

Staff & Resource Management

• Lead, mentor, and develop a team of professional staff, supervisors, and student workers.
• Conduct regular team meetings, one-on-ones, and feedback sessions to foster professional growth and continuous improvement.
• Manage staffing plans, scheduling, training, and professional development.
• Oversee budget planning, expense management, and resource allocation.

Customer Experience & Engagement

• Foster a culture of responsive and professional customer service for students, faculty, and staff.
• Address escalated service issues with professionalism and problem-solving.
• Promote awareness of mail and package services through communication campaigns, workshops, presentations, and collaborations.
• Innovation & Continuous Improvement
• Monitor industry trends and emerging technologies to improve service delivery.
• Evaluate current processes, identifying opportunities for sustainability, cost savings, and efficiency.
• Lead initiatives to reduce undeliverable mail, missing packages, and streamline interdepartmental deliveries.

Minimum Requirements

• Education: Bachelor’s degree or combination of education and related experience in mail services, logistics, operations management or a related field
• Experience: 3+ years of relevant experience in the areas of mail services, shipping/receiving, or related operations.
• Valid driver’s license

Preferred Requirements

• Six years of increasingly responsible administrative, supervisory and/or management experience in the areas of mail services, shipping/receiving, or related operations.
• Experience in higher education or a large organizational mailroom environment.
• Strong knowledge of USPS postal regulations and mail/package handling best practices.
• Proven computer proficiency, including Microsoft Office Suite, mail/package tracking software, automation systems, and list postal processing software.
• Compliance with company driving policies, as well as local, state, and federal driving regulations.
• Ability to drive a van or box truck with a safe driving record
• Excellent communication, organizational, and customer service skills.
• Positive, solutions-focused attitude with the ability to adapt in a fast-paced, service-driven environment. Commitment to continuous improvement.

Work Environment

• Combination of fast-paced office, production, and mailroom environments and requires regular movement throughout grounds.
• Evening and weekend availability may be required during peak times (such as student move-in).

To Apply: External applicants please apply HERE. Internal applicants go to your Workday account and search for R0087794. Please provide the following information:

• Cover letter that describes relevant experience and your interest in the position
• Curriculum vitae / resume.
• Applicants are welcome to include both professional and personal experience that is relevant to this position.
• References will be checked using UVA's third party reference system (SkillSurvey)

For full consideration, application must have all the required documents listed above. Questions can be addressed to Christa Nuckols at vdm7xd@virginia.edu

Salary Range: $75,000-$85,000

This job description is not intended to imply that these requirements are the only standards for the position. Employees are expected to follow additional instructions and perform other related duties as assigned by their supervisor. Reasonable accommodations may be provided to enable individuals with disabilities to fulfill the essential functions of the job.

The University of Virginia is an equal opportunity employer. All interested persons are encouraged to apply, including veterans and individuals with disabilities. Learn more about UVA’s commitment to non-discrimination and equal opportunity employment .