[Hiring] Operations Manager @AnswerNet

Role Description

We are seeking an experienced, results-driven Business Manager to lead our Print, Mail, and Electronic Billing (eBilling) business. This role is responsible for overseeing daily operations, managing client relationships, ensuring service excellence, and driving operational efficiency and business performance.

The successful candidate will bring demonstrated experience in print and mail production, transactional document processing, eBilling solutions, and high-volume service delivery. They will be responsible for ensuring that client deliverables are completed accurately, securely, cost-effectively, and within established service-level agreements. This is a key leadership position requiring a hands-on operational leader who can manage complex workflows, develop and lead teams, resolve client issues, manage financial performance, and identify opportunities for continuous improvement and business growth.

Qualifications

• Minimum 5–7 years of progressive management experience in print and mail operations, transactional document services, eBilling, or a related business services environment.
• Demonstrated experience managing high-volume print production, mail fulfillment, document processing, or electronic billing operations.
• Experience overseeing multiple clients with differing service requirements, deadlines, and service-level agreements.
• Proven ability to manage operational teams, production schedules, staffing, budgets, and performance targets.
• Strong understanding of print production workflows, postal distribution, quality assurance, and electronic document delivery.
• Experience managing client relationships, escalations, and service improvement initiatives.
• Demonstrated success in cost management, productivity improvement, and operational problem-solving.
• Strong leadership, communication, analytical, and organizational skills.
• Proficiency in Microsoft Office and operational reporting systems.

Requirements

• Oversee the end-to-end delivery of print, mail, and eBilling services across a portfolio of clients.
• Manage daily production schedules, workflows, resource allocation, capacity planning, and service delivery requirements.
• Ensure jobs are completed accurately, on time, and in accordance with client specifications and contractual commitments.
• Monitor operational performance, identify risks and bottlenecks, and implement corrective actions.
• Establish and maintain standard operating procedures, quality controls, and performance measures.
• Oversee transactional printing, document composition, print production, mail preparation, postal distribution, and electronic billing processes.
• Ensure effective coordination between print and mail operations and electronic delivery channels.
• Monitor production volumes, turnaround times, quality, rework, postal requirements, and equipment utilization.
• Drive improvements in production efficiency, automation, workflow management, and cost control.
• Collaborate with technical, IT, production, and external vendor teams to resolve issues and maintain service continuity.
• Maintain strong relationships with clients and act as a senior point of contact for operational matters and escalations.
• Ensure client expectations, service-level agreements, and contractual obligations are consistently met.
• Lead client performance reviews, communicate service results, and develop action plans to address issues.
• Identify opportunities to improve client satisfaction, strengthen retention, and expand service offerings.
• Coordinate client onboarding, service changes, and implementation of new requirements.
• Lead, coach, and develop supervisors, team leads, and operational employees.
• Establish clear performance expectations and foster a culture of accountability, teamwork, and service excellence.
• Drive continuous improvement initiatives to streamline workflows and improve productivity and quality.
• Ensure appropriate privacy, data security, quality assurance, and business continuity controls are maintained.
• Evaluate emerging technologies and process improvements that support operational effectiveness and client needs.

Company Description

AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.