Manager, Fulfillment, Printing and Mail Services

Fulfillment Manager

Join PacificSource and help our members access quality, affordable care!

PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person's talents and strengths.

The Fulfillment Manager provides strategic leadership and oversight of all printing and mail service operations within the organization. This role ensures that member communications, regulatory notices, and other critical documents are produced and delivered accurately, securely, and on time. The Fulfillment Manager is responsible for managing vendor relationships, optimizing operational processes, ensuring compliance with healthcare regulations, and driving cost efficiency while maintaining exceptional service quality and supporting organizational goals.

Essential Responsibilities :

• Develop and execute fulfillment strategies and establish long-term plans, including technology updates, automation, and continuous improvement initiatives.
• Direct all aspects of high-volume print and mail operations to ensure timely, accurate fulfillment of member communication, and mandated materials.
• Negotiate and manage vendor contracts, evaluate vendor performance, and ensure adherence to SLAs and cost-effectiveness.
• Ensure compliance with HIPAA, CMS guidelines, and other regulatory standards; implement quality assurance and security protocols to protect member data.
• Develop and manage departmental budgets, monitor expenses, provide accurate forecasting and reporting, and identify cost-saving opportunities.
• Drive continuous improvement initiatives to enhance efficiency, reduce turnaround times, and improve member experience.
• Evaluate and implement new technologies for automation, tracking, and reporting.
• Responsible for oversight, management, development, implementation, and communication of department programs.
• Lead and mentor staff by managing all aspects of hiring, development, coaching, performance reviews, corrective actions, and terminations. Provide regular feedback through one-on-ones and performance evaluations, while fostering a culture of accountability and collaboration.
• Develop annual department budgets. Monitor spending versus the planned budgeted throughout the year and take corrective action where needed.
• Coordinate business activities by maintaining collaborative partnerships with key departments.
• Responsible for process improvement and working with other departments to improve interdepartmental processes. Utilize lean methodologies for continuous improvement. Utilize visual boards and daily huddles to monitor key performance indicators and identify improvement opportunities.
• Actively participate as a key team member in Manager / Supervisor meetings.
• Actively participate in various strategic and internal committees to disseminate information within the organization and represent company philosophy.

Supporting Responsibilities :

Success Profile :

Work Experience : Minimum of 5 years of experience in fulfillment, print / mail operations, or related field. Supervisory experience preferred. Experience in healthcare payer or regulated industry strongly preferred.

Education, Certificates, Licenses : Bachelor's degree required. Candidates with an associate's degree and 2 years of relevant experience, or a high school diploma and 4 years of relevant experience, in addition to the required minimum years of Work Experience will also be considered Preferred area of focus : business administration, operations management, or a related field.

Knowledge : Expertise in print and mail production processes, including vendor management. Strong knowledge of HIPAA and healthcare compliance standards. Proven ability to manage budgets and achieve cost efficiencies. Exceptional leadership, communication, and strategic planning skills. Experience managing large-scale, high-volume fulfillment operations. Familiarity with postal regulations and mailing optimization strategies. Ability to lead organizational change and implement innovative solutions.

Competencies : Building Trust

Building a Successful Team

Aligning Performance for Success

Building Partnerships

Customer Focus

Continuous Improvement

Decision Making

Facilitating Change

Leveraging Diversity

Driving for Results

Environment : Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 10% of the time.

Skills : Accountable leadership, Collaboration, Data-driven & Analytical, Delegation, Effective communication, Listening (active), Situational Leadership, Strategic Thinking

Compensation Disclaimer : The wage range provided reflects the full range for this position. The maximum amount listed represents the highest possible salary for the role and should not be interpreted as a typical starting wage. Actual compensation will be determined based on factors such as qualifications, experience, education, and internal equity. Please note that the stated range is for informational purposes only and does not constitute a guarantee of any specific salary within that range.

Base Range : $90,052.16 - $157,591.26

Our Values

We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business :

Physical Requirements : Stoop and bend. Sit and / or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer : This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.