Mailroom Supervisor

Job description

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. Position Overview We are seeking a strategic and customer-focused Global Mailroom Supervisor to transform mail operations and deliver exceptional service within our client's workspace. This role combines hands-on operational leadership with strategic innovation, requiring someone who can simultaneously address current processing challenges, eliminate a significant backlog, and build scalable, future-ready mailroom solutions. The ideal candidate will lead and develop a diverse mailroom team while maintaining superior customer experience at the forefront of every decision. This position requires a strong operator who can balance immediate operational needs with long-term strategic thinking—someone who views process gaps as opportunities and understands that exceptional mailroom service directly impacts organizational effectiveness and client satisfaction. Key Responsibilities Backlog Management & Recovery (Immediate Priority) Assess current mail backlog and develop a clear recovery plan with defined timelines Prioritize critical mail (legal, financial, time-sensitive documents) Implement triage workflows to systematically reduce and eliminate backlog Provide weekly progress updates to Account Leadership and client stakeholders Establish metrics to track backlog reduction and prevent future accumulation Operations Management & Service Excellence Oversee all incoming/outgoing mail processing, scanning, distribution, and courier management Ensure timely and accurate processing aligned with Service Level Agreements (SLAs) Monitor daily volumes and proactively adjust workflows to prevent bottlenecks Maintain comprehensive records of all mail and courier shipments Manage destruction of confidential materials and secure shredding processes Ensure mailroom is fully operational during all designated business hours Team Leadership & Development Supervise mailroom employees with full accountability for performance management and development Set clear performance expectations for productivity, accuracy, and customer service Conduct regular performance reviews, coaching sessions, and skill development planning Foster a culture of continuous improvement, accountability, and customer-first thinking Process Improvement & Innovation Identify root causes of operational breakdowns and implement corrective solutions Create, document, and enforce Standard Operating Procedures (SOPs) for all mail handling Introduce efficiency improvements (batch processing, automation, prioritization systems, etc.) Bring new trends, technologies, and industry best practices to the client Client & Stakeholder Communication Act as primary contact for teams impacted by mail operations (Legal, Finance, Operations, Compliance) Provide transparent updates on backlog status and timelines Partner cross-functionally to align priorities and exceed expectations Compliance, Risk Management & Safety Ensure proper handling, tracking, and chain-of-custody for sensitive documents Provide record retention support in accordance with client procedures Maintain knowledge of postal laws, rates, and regulations Financial Management & Vendor Oversight Report on mail expenditure and reconcile supply charges Manage vendor relationships including equipment providers (Pitney Bowes), courier services, and specialized partners Negotiate service level agreements and monitor vendor performance Conduct vendor reviews and identify cost optimization opportunities Reporting & Performance Analytics Track and report on backlog volume, processing rates, turnaround times, and SLA compliance Deliver regular performance reporting to Account Leadership and client stakeholders Use data analytics to drive continuous improvements Establish KPIs and dashboards for operational transparency Qualifications 5–7 years in mailroom operations, logistics, or high-volume operational environments Minimum 2–3 years of supervisory experience with direct reports Experience with mailing equipment use, maintenance, and troubleshooting Proficiency with mail tracking systems and document management platforms Core Competencies Strong problem-solving and analytical skills Excellent communication skills with ability to influence stakeholders at all levels Unwavering commitment to superior customer experience Proven ability to thrive in ambiguous and rapidly changing environments Strategic thinking with capability to balance immediate needs with long-term innovation Accountability and ownership of results with clear follow-through Innovation mindset that actively seeks best practices to elevate operations Success in This Role Looks Like Backlog is significantly reduced or eliminated within defined timelines Mail is processed consistently and on time Clear visibility into mail status and volume Strong trust rebuilt with impacted teams Sustainable processes in place to prevent future backlog JLL is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship. Estimated compensation for this position: 110,000.00 – 117,000.00 USD per year This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal consideratio