OneSource Virtual (OSV) has worked exclusively with Workday customers since 2008 to deliver compliant, in-tenant technology and expert services to automate the administrative, transactional tasks of payroll, taxes, earned wage access, accounts payable, and benefits. With over 1,500 customers, 92% retention, and $225+ billion in treasury movement annually, OSV helps organizations maximize their Workday investment and operate it with confidence. Payroll, benefits, and finance solutions - all in one place.
Onsite in Phoenix, AZ
Position Summary/Objective
The Manager of Fulfillment is responsible for managing a team of Supervisors, Sr. Fulfillment Processors , and Fulfillment Processors across two sites - Dallas, TX and Phoenix, AZ, and overseeing the print and distribution activities. They have oversight of the business to support Customer Operations: Payroll, Tax, Garnishments, Employee Services, COBRA, Finance & Accounting, and internal HR departments. Responsible for allocation of work distribution; delivery and staff adherence to standard operating procedures; and incident reporting resulting in improvements. Also responsible for the oversight of internal administrative departments for incoming and outgoing mail and checks; and support facility services as needed. The Fulfillment Manager reports to the Director of Payroll Operations.
Essential Functions/Duties/Responsibilities
- Work distribution and scheduling
- Ensure print jobs are occurring and shipped within the customers' contractual SLA
- Ensure that the team is processing within the guidelines of the standard operating procedures
- Monitor tasks to ensure service level agreements and high customer satisfaction levels are being met
- Report all incidents, including what happened and how. Assess the how and, in coordination with the Fulfillment Support Specialist develop short- and long-term improvements. Perform and document formal customer Root Causes Analysis within the contractual SLA timeline.
- Point of escalation for customer - manage the timely handling and resolution of customer distribution issues
- Adhere to security protocols to safeguard confidential, proprietary, and customer information
- Ensure all work due each day has been processed in accordance with each business unit's delivery requirements
- Continually assess work products and procedures to ensure accurate and timely processing, and to identify continuous areas of improvement
- Accountable for all internal daily reporting and completion of work triggers (approval of print jobs, distribution status updates, follow-up with payroll for outlying incomplete jobs, etc.)
- Work consistently to deliver excellent customer service related to the entire distribution process
- Work with Fulfillment Operations Manager to ensure all equipment is maintained to a high standard of operation
- Facilitate special internal requests to applicable OSV departments
- Ensure 5S duties have been completed
- Assist with special projects as needed
- Support disaster recovery and business continuity mitigation plan, and execution against the plan
- Manage HR and Performance Appraisals for employees including employee 1:1 training, goal setting, professional development plans, and monthly performance scorecards
Work Requirements
- Must be able to lift up to 50 lbs
- Must be able to stand for extended periods
- Must be willing to work outside of standard business hours during year-end processing, and other times as required
Competencies
- Excellent communication, problem-solving, critical thinking, and customer service skills
- Flexible in a changing environment
- Strong organizational skills with the ability to multi-task and support multiple customers and businesses effectively
- Strong collaboration skills to work closely with others in a team, supporting collective goals
- Detail Oriented with good time management skills
- Ability to establish and maintain effective working relationships, internally and externally
- Effectively leads multiple projects or initiatives
- Strong research skills
- Assurance in meeting deadlines
- Equipment mechanical skills
Supervisory Responsibility
- Responsibility for entire team nationwide, including supervisory leadership
Qualifications and Experience
- Bachelor's degree or applicable work experience
- 3-5 years of leadership experience
- 7-10 years' experience working in a fulfillment/distribution center
- Highly experienced with all Microsoft software programs
Preferred Skills
- Experience with Pitney Bowes/Bluecrest distribution equipment and software
- Experience with FedEx/UPS and USPS processes
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.