Print and Mail Customer Service Manager (WMS2)

About the Department

Schedule:  Monday - Friday, 8am - 5pm. You may be expected to work outside of business hours to meet business needs.

Who we are:

The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES’ mission is to strengthen the business of government for a sustainable and just future. Learn more about DES.

What you will be doing:

You will oversee the daily operations of all aspects of Customer Service, Estimating and Planning, and Farmout and Contracting. You will provide leadership and direction to the teams responsible for these functions and ensuring the delivery of high-quality services to the customers.

You will be responsible for responding appropriately and efficiently to the Print and Mail needs of DES’ customers by delivering exceptional services from consultation, order entry, cost estimates, production planning, and mailing the final product as well as farming out services when appropriate. 

You will collaborate with DES Contracts and Procurement to establish contracts with print vendors, ensuring solicitations meet procurement laws, prioritize small, diverse, and veteran owned businesses, and track direct buy/spend.

Position Duties

DUTIES:

Planning, Organizing, and Change Management:

• Designs, refines, implements, and oversees the program’s print and mail order planning process and procedures to include estimating, defining roles and responsibilities, identifying, prioritizing, researching, writing and/or editing planning documents consistent with agency policies and industry standards and best practices. Oversees farmout and contracting processes and procedures including bid development and solicitation, contract administration, defining roles and responsibilities, identifying and prioritizing needs, conducting research, writing and/or editing planning documents consistent with agency policies and industry best practices.
• Collaborates with DES Contracts and Procurement to establish contracts with print vendors, ensuring solicitations meet procurement laws, prioritize small, diverse, and veteran owned businesses, and track direct buy spend.
• Collaborates with the division’s analyst, develop price recommendations through market research to ensure that our pricing is in line with the print industry while still recovering costs.

Executive Engagement: 

• Oversees the assessment and evaluation of Print and Mail customers and business survey data to identify improvements to the program’s services and to maintain customer satisfaction.
• Oversees data analysis and development, and presentation of fiscalanalyses and business case recommendations to support informed decision-making.
• Develops recommendations to restructure or streamline customers’ print and mail processes and programs.
• Ability to negotiate special rates that are outside of the published rate structure when necessary and approved by Division analyst, BRD Leadership, and DES Finance to ensure regulatory compliance.

Communication: 

• Makes recommendations on potential new markets based on customer requirements or technological advances, industry trends, and postal regulations.
• Develops and implements program policies and initiates promotional campaigns to help government customers reduce printing and mailing costs through consolidation and coordinated service offerings.

Manage Print and Mail Customer Service, Estimating and Planning and Farmout Departments:

• Ensures appropriate and effective use of the agency’s resources. Enhances employee performance through timely appraisal and professional development opportunities.
• Plans, develops and reviews policies, procedures, and operational strategies to guide the work and ensures efficient, consistent, and effective operations.
• Provides direct, operational, technical, and leadership support to a team of 10 staff. Responsible for properly prioritizing the work requested by customer agencies, stakeholders, and Print and Mail staff.
• Accountable for timely processing of print and mail jobs submitted to the program.
• Develops, reviews, and implements policies, procedures and business processes to promote operational efficiency.
• Prepares short, mid, and long-range goals and objectives for the Customer Service, Estimating and Planning, Farmout departments.

Operating Budget Controlled:

• Major stakeholder/influencer in Print and Mail operation’s budget of $68M annually.
• This position is directly responsible and accountable for developing, allocating, and managing the unit’s budget of $10M annually.

Minimum Qualifications

REQUIRED EDUCATION, EXPERIENCE, AND COMPETENCIES:

[OPTION 1]

Any combination of relevant education and/or professional experience in customer service, print and mail operations, planning, financial management, contract management, and program/project management totaling ten (10) years.

  AND

Five (5) years supervisory experience (experience may be gained concurrent).

[OPTION 2]

A Bachelor’s Degree in business administration, public administration, or a related field 

AND

Five (5) years of demonstrated knowledge and experience in customer service, mail operations, print production, planning, financial management, contract management, and program/project management.

Equity competencies

State of Washington Employees contribute to ensuring services, programs, workplaces, and interactions are responsive, respectful, accessible, and effective to the people and communities we serve. Employees are expected to:

• Take action to learn and Grow: Demonstrate a willingness to learn from new experiences, seek feedback, consider different perspectives, and continuously improve knowledge, skills, communication, and approaches to work. 
• Take action to meet the needs of others: Seek to understand the needs and experiences of customers, coworkers, and communities. Identify barriers to access and participation and address them before they become obstacles for the people we serve, providing support that is respectful, timely, and effective.

Leadership competencies

Incumbents at DES in a supervisory or leadership position are required to demonstrate the following Washington State Enterprise Leadership Competencies: Models and champions our culture and values; cultivates a shared, strategic vision; develops people; drives results; fosters learning; builds relationships; fosters teamwork and collaboration; communicates effectively; makes things happen as a public servant; leads and navigates change; embraces and embeds inclusion in decision making. Read the full Washington State Enterprise Leadership Competencies.

PREFERRED:

• A Masters’ degree in computer science, business administration, public administration, or a related field.
• Skilled in leading and implementing corrective action plans. 
• Public speaking and formal presentation skills.
• Proficient use of computers and the latest software commonly used.
• Ability to earn the trust, respect, and confidence of staff, co-workers and customers throughout open communication, honesty, and professionalism in all interactions.
• Ability to work in a detail oriented, stressful and fast-paced environment.

Other Qualifications

How to Apply:
We would love to hear from you! Click “Apply” at the top of this page to start your application. You can save the application and come back to it, if needed. Be sure to complete the application fully to include a full work history and responses to the supplemental questions.
 
Please attach the following documents to be considered for the position. Failure to do so may result in you not being considered for the position:

1. A letter of interest that shows your personality and voice to describe why you are the successful candidate and how you meet the specific qualifications for this position.
2. A current resume detailing your experience and education.
3. A list of at least three (3) professional references with current contact information (attached or available to provide at the time of interview)

**Do not attach any documents that include photos or private information (social security number, year of birth, etc.)
 
NOTE: By submitting these materials, you are indicating that all information is true and correct. The state may verify information. Any untruthful or misleading information is cause for removal from the applicant pool or dismissal if employed. A resume will not substitute for completing the “duties summary” section or supplemental questions of the application. Please do not “refer to resume” for detail, or your application may be disqualified. 

Washington Fair Chance Act

We are committed to providing equitable access to employment opportunities. If a criminal background check is required for employment at an agency, it will occur only after a conditional offer of employment has been made and accepted. 

Applicants are not required to disclose criminal history during the hiring process prior to a conditional offer. Criminal history will not automatically exclude an applicant from consideration and will be reviewed on an individual basis consistent with applicable law and the requirements of the position. 

Learn more about the Washington Fair Chance Act: Washington Fair Chance act guide. 

Opportunity for All:
Washington state celebrates our differences and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, creed, color, national origin, citizenship or immigration status, marital status, families with children (including pregnancy, childbirth, or related medical conditions), sex, sexual orientation, gender identity diversity, age, status as a protected veteran, honorably discharged veteran or military status, status as an individual with the presence of any sensory, mental, or physical disability or the use of a trained dog guide or service animal by a person with disabilities or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state and local laws.
 
You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our organization.
 
Contact us:

For questions about this recruitment or to request a reasonable accommodation in the application process, contact Angie Anderson at [email protected]. 

Applicants who are deaf or hard of hearing may call 7-1-1 or 1-800-833-6388 or access the Washington Relay Service.

Benefits

More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note:  If the position offers benefits which differ from the following, the job posting should include the specific benefits. 

Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS).  New employees have the option of two employer contributed retirement programs.  For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP).  This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays 
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday. 

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave 
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave. 

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.  

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave 
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

Supplemental Questions

Required Question

Agency Information

EmployerState of WashingtonAddress View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504 Website http://www.careers.wa.gov