Director of Client Operations

Direct Mail & Client Services

Position Summary

We are national, multi facility direct mail manufacturing operation, seeking an experienced Client Operations Manager to lead and support our Client Services (CS) department, which includes Client Managers, Data Processing, and Graphics Design teams. This role is responsible for overseeing day-to-day operations, people management, training and development, and cross-functional coordination to ensure high-quality execution of direct mail campaigns.

The ideal candidate is a confident leader with strong knowledge of direct mail operations, USPS operations and workflow, exceptional people-management skills, and the ability to balance operational oversight with strategic problem-solving.

Key Responsibilities

Leadership & People Management

• Manage and support a team of 37 employees, including 8 remote staff
• Lead hiring, onboarding, training, performance management, and termination processes
• Conduct regular performance reviews and handle disciplinary actions as needed
• Ensure timekeeping, attendance, and schedules are accurate and up to date
• Adjust staffing levels and work schedules based on workload and production demands
• Foster a positive, accountable, and collaborative team culture

Training & Development

• Oversee training and ongoing development of Client Managers
• Ensure staff are knowledgeable in direct mail processes, client expectations, and internal workflows
• Identify skill gaps and implement training solutions to improve efficiency and quality

Operations & Direct Mail Expertise

• Provide operational oversight for direct mail campaigns, from intake through execution
• Ensure smooth coordination between Client Managers, Data Processing, Graphics Design and Production teams
• Troubleshoot workflow, production, and deadline challenges
• Maintain consistency, quality control, and adherence to internal standards

Job Costing, Pricing & Financial Oversight

• Learn and manage job costing and pricing for new campaigns
• Understand and review billing details to identify and resolve discrepancies
• Troubleshoot accounting and invoicing issues, including required client credits
• Partner with accounting and leadership to ensure accurate financial outcomes

Required Qualifications

• Proven experience in direct mail, print, or marketing services operations
• Strong background in people management, including hiring, coaching, and corrective action
• Working knowledge of data processing (CASS) and graphics design workflows
• Ability to learn and manage job costing and campaign pricing
• Solid understanding of accounting principles related to billing, invoicing, and credits
• Experience managing remote employees
• Highly organized with strong problem-solving and decision-making skills
• Excellent communication skills, both written and verbal

Preferred Qualifications

• Prior experience managing large, multi-disciplinary teams
• Experience in a high-volume, fast paced, deadline-driven environment
• Background in client-facing service teams

What We Offer

• Leadership role with meaningful impact on operations and team development
• Collaborative, fast-paced environment
• Competitive compensation based on experience
• Opportunities for growth and advancement
• Options for Hiring Bonus/ Relocation Assistance