Manager of Operations (Night Shift)
CSG System Inc

Job Info

19341 Manager of Operations (Night Shift) (Open)

Position Type:

Full time


US.TX.Fort Worth.OSC

Position Pay Range:

Pay Range may vary by geographical location



The Manager of Operations, Output Solutions Center is a key role in the overall management of the Output Solution Center's operational and production output. This role assists the Director of OSC Operations to devise, implement, manage, and control the production output strategy aimed to learn, anticipate, and manage the needs of the organization from a current and future perspective. As an escalation point, this role minimizes customer-impacting issues and collaborates with internal support and delivery teams to continue to evolve and streamline our operating model. The Manager of OSC Operations will build and lead teams within the OSC operations model.

Position Details:

  • Reduce expense, increase efficiencies, and partner with Sales, Marketing Services, Development, and Strategic Business departments
  • Oversee the distribution of nearly $19 million in postage payments to the United States Postal Service for 30+ million statements of First Class and Standard Class mail each month
  • Provide monthly analysis of postage to Accounting teams and manage variance
  • Coordinate system outage recovery and postage payment continuance efforts with third-party software, internal teams, and USPS
  • Develop and manage an annual expense budget of $2.5 million
  • Provide monthly assessments of financial performance against budget, forecast, and cost per work unit goals
  • Make recommendations regarding capital expenses including navigating new equipment trials and purchases
  • Create the overall strategy and service delivery expectations that drive customer retention and satisfaction based upon measurement and management of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs)
  • Focus on profitability and continuous service improvements when working with team leadership to evolve and optimize the business model
  • Ensure proper staffing levels and skills are in place to execute on the strategy
    • Identify operational issues, structure resolutions, and follow-through in order to deliver results
    • Assign resources to ensure optimal output performance
    • Establish and maintain methods for a more efficient workflow that meet department initiatives
    • Serve as escalation point for customer issues
    • Serve as an escalation point for negotiation of projects and issue prioritization
    • Collaborate with client team leadership teams to ensure we deliver quality products and services
  • Provide thought leadership to educate the customer and internal teams on production industry trends as well as the business strategies
  • Effective demonstration of managerial practices to include:
    • The identification and recruitment of key talent
    • Providing day-to-day leadership
    • Distribution and explanation of business direction and strategy, the establishment of clear roles, job duties for team members
    • Coaching and performance management of a high performing team up to 100 team members


  • 5-7 years of production leadership experience with process improvement expertise
  • Strategic planning experience managing large, complex operations
  • Understanding of contract terms with knowledge of SLAs and OLAs
  • Proven capabilities to analyze, assimilate, and translate business needs into solution options that are cost effective and efficient
  • Proven track record as a change manager and adept at building high performance teams while driving efficiencies
  • Experience building trusted relationships with execution and follow through, with a strong focus on customer service and operational excellence


  • High school diploma or equivalent, Bachelor's degree preferred
  • Ability to effectively coach and influence employees within the organization
  • Ability to occasionally reach, lift, and carry boxed materials and paper webs weighing between 25 to 45 lbs. over an approximate range of ankle to shoulder high
  • Ability to read, write, speak and understand the English language in a business environment


CSG is proud to offer employee-focused benefits that are robust in design and support a wide spectrum of employee well-being needs. Included in our benefits package is your choice of 3 medical plans administered by United HealthCare, MetLife dental, and vision coverage. CSG also offers an Incentive Savings Plan (401k), serviced by Fidelity Investments. CSG makes a dollar-for-dollar Matching Contribution based on the first 5.5% of your eligible pay you contribute as Pre-Tax or Roth After-Tax Contributions. All contributions are immediately 100% vested. At CSG, we recognize the ability to take time away to recharge is important. We offer a US Tiered Vacation Plan for non-exempt (hourly) roles, and a Flexible Vacation plan for all exempt (salaried) employees. For more benefit details, please Click Here.

This role is eligible for a bonus opportunity.

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