Account Manager

Now is a great time to join our growing company! The Millennium Group (TMG) is an award-winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30+ years of success in the industry.

The Office Services Manager is responsible for providing leadership, operational support, ensuring TMG Best Practices compliance and client satisfaction. This role is responsible for the training/educating of associates, monitoring operations to ensure compliance within organizational requirements for performing general database management in support of client operations. Must possess management skills to handle multiple locations and be able to multitask in high-pressure situations. Strong leadership skills along with communicating effectively with many different types of people. Travel will be required up to 25% of the time.

Responsibilities:

Site Leadership & Regional Oversight
* Provide direct leadership, coaching, and performance management to Site Supervisors across all assigned client locations.
* Ensure operational consistency, standardized workflows, and adherence to TMG and client policies across the region.
* Conduct regular virtual meetings or site visits, audits, and performance reviews to maintain high service levels and identify improvement opportunities.
* Serve as the primary regional point of escalation for client concerns, service issues, and operational challenges.
Operational Management
* Oversee daily mailroom, shipping/receiving, package distribution, and supply logistics across multiple sites.
* Ensure accurate processing, routing, forwarding, and tracking of all inbound/outbound packages and mail.
* Support teams in managing time‑sensitive deliveries, IT equipment pickups/drop-offs, and critical medical supply movements.
* Maintain compliance with shipping regulations, carrier requirements, and client's internal protocols.
Client Engagement & Service Excellence
* Build strong relationships with client leadership at each location, ensuring proactive communication and responsiveness.
* Monitor client satisfaction, address service gaps, and implement corrective actions when needed. Guide teams in delivering high-touch customer service, including: Assisting clients with package tracking, coordinating desktop deliveries, and providing direct communication for special deliveries

Team Development & Training
* Ensure all teams are fully trained on TMG operational standards, safety protocols, and client-specific requirements.
* Promote cross-site collaboration, knowledge sharing, and consistent adoption of best practices.
* Identify skill gaps and implement targeted development plans for Site Supervisors and associates.
Performance, Reporting & Continuous Improvement
* Track KPIs across all regional sites, including delivery accuracy, turnaround times, customer satisfaction, and compliance metrics.
* Prepare regional performance summaries for TMG leadership and client stakeholders.
* Lead process improvement initiatives to enhance efficiency, reduce errors, and elevate service quality.
* Implement Lean and operational excellence principles to streamline workflows and eliminate waste.
* Logistics & Vendor Coordination

Qualifications:

Education
* High school diploma or GED required.
* Associate degree in Business Administration, Supply Chain, Logistics, Operations Management, or related field preferred.
* Bachelor's degree strongly preferred for regional‑level leadership (but not required if experience is strong).
Experience Requirements
* Four to six years of experience in mailroom, shipping/receiving, logistics, or distribution operations.
*Two-three years of experience in a supervisory or multi‑site leadership role (Site Supervisor, Operations Lead, Assistant Manager, or Regional Lead).
* Experience supporting regulated or compliance‑heavy environments preferred (medical, pharmaceutical, healthcare, manufacturing).
* Proven success managing teams across multiple locations or large, complex sites.
Technical & Operational Skills
* Strong knowledge of mailroom workflows, package tracking systems, chain‑of‑custody procedures, and carrier requirements (UPS, FedEx, USPS, DHL).
* Ability to oversee IT equipment deliveries, medical supply distribution, and time‑sensitive routing.
* Proficiency with Microsoft Office (Outlook, Excel, Word) and operational reporting tools.
* Familiarity with handheld scanners, inventory systems, and shipping software.
* Ability to interpret KPIs, create performance summaries, and drive continuous improvement.
Leadership & Communication Skills
* Demonstrated ability to lead, coach, and develop supervisors and frontline associates.
* Strong client‑facing communication skills; able to manage escalations and maintain high satisfaction across multiple sites.
* Ability to manage competing priorities, delegate effectively, and maintain operational consistency across regions.
* Skilled in conflict resolution, problem‑solving, and decision‑making under pressure.
Physical & Safety Requirements
* Ability to lift up to 50 lbs and support physical mailroom or warehouse tasks when needed.
* Ability to travel as needed local sites in TX
* Understanding of dock safety, material handling, and medical‑supply compliance protocols.
Other Requirements
* Reliable transportation and ability to travel between multiple client locations.
* Valid driver's license preferred.
* Strong attendance, professionalism, and client‑service orientation