DiversityInCareers | Manager, Production Delivery Operations at World Vision USA in Federal Way, Washington, United States

Manager, Production Delivery Operations

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World Vision USA

Location: Federal Way, Washington
Category: Administrative, Non-profit
Application Deadline: Open until filled

Job Description

Full job description

The Intersection of Calling & Career

World Vision is now hiring for Manager for Production Delivery Operations.

01 At a Glance

Role: Manager, Production Delivery Operations

Level: Mid-Level (leads a staff of 5, requires at least 5 years of experience)

Required Experience: A Bachelor’s degree or 8 years of equivalent work experience. In addition, requires 5-7 years of practical, specialized experience in print and/or fulfillment. Previous supervisory experience is strongly preferred. Lean Six Sigma Green Belt Certification preferred.

Salary Range: $75,705.93 - $119,412.45. Applies to locations with a market similar to our U.S. HQ in the Greater Seattle area. A different range may apply based on your work location. The typical hiring range is $85,000 - $105,000. Job offers within the range are based on relevant job qualifications and pay equity. Job offers within the range are based on relevant job qualifications and pay equity. See the “Salary Range & Benefits” section below for more details on our compensation and benefits.

Benefits: Yes. Click here to learn more.

Location: Hybrid role (combination on-site and work from home). On-site work is at our USHQ in Federal Way, WA. On-site work is typically 7:30-Noon, and afternoons are working from home. During our peak period, typically 1-2 months) staff is required to work on-site MON-FRI all day.

Company Size/Type: 1000+. Non-profit charitable organization. Together, we empower the most vulnerable children to overcome poverty and experience the fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

02 Join Purpose-Driven Professionals At World Vision USA we invite people to positively impact the lives of the world's most vulnerable children through charitable giving. Motivated and fueled by our faith in Jesus, we go to the ends of the earth, in the places where it is hardest to be a child. Our recipe includes love of all people, thriftiness, and targeting the root causes of poverty and injustice to bring about human transformation and fullness of life. With us, every 60 seconds a hungry child is fed, a family gets water, and a family receives the tools to overcome poverty.

03 The Job Leads and manages all support office production operations involving products and collateral to be delivered to sponsors and marketing campaigns/channels for acquisition and retention purposes. Manage a team of fulfillment staff while providing excellent customer service and support and ensuring that technology is optimized to provide printed materials to donors and the general public. Ensure items are processed and shipped both effectively and efficiently. Help carry out our Christian organization’s mission, vision, and strategies. Personify the ministry of World Vision by witnessing to Christ and ministering to others through life, deed, word, and sign. Responsibilities include:

1. Lead and manage all production operations involving products and collateral to be delivered to sponsors and marketing campaigns/channels for acquisition and retention purposes on time and to quality standards.

a. Apply Lean Six Sigma principles to run effective/efficient production operations, ensuring appropriate prioritization and workload queue management. Incrementally improve production operational effectiveness by acting on measured data points and trend analysis ensuring timely delivery, pacing, and quality levels, while closely working with designated analysts, platforms/technologies, processes, and data.

b. Recommend system and operational enhancements to senior leadership designed to meet service standards. Stay abreast of industry trends and implement those that will increase effective output.

2. Actively consult in product and collateral redesign when working with marketing and creative teams, as it relates to operational production capabilities, costs, and economies of scale, involving platforms, processes, people, and data (P3D).

a. Support marketing campaigns, providing feedback to department leaders regarding budget implications, and advising on lower cost options.

3. Plan, organize, coordinate, coach, supervise, and schedule work assignments for fulfillment staff:

a. Manage team performance and scorecard goals ensuring targets are met or exceeded, set priorities, ensure quality customer service, and provide appropriate leadership development.

b. Manage the fulfillment process, plan and oversee workflow and leverage technology to ensure the shortest possible cycle times and highest quality customer service.

c. Oversee the end-to-end PrintNet process to print high-quality letters and documents in a timely and cost-effective manner.

d. Develop, monitor, and communicate changes to department policies and procedures to staff members.

e. Hire, fire, train, counsel, evaluate, and recommend salary increases and promotions for those under direct supervision.

4. Develop and monitor the production operational budget.

5. In partnership with procurement and contract management oversee the purchase, maintenance, and payment of fulfillment technology product and service contract negotiations.

a. Manage the testing and implementation of equipment and technology to ensure seamless integration and minimize loss of production time.

b. Ensure that all production operational-centric vendor contracts and agreements are fully leveraged, and incrementally re-evaluated, ensuring that the best services are provided at the lowest cost possible.

c. Work with outside vendors, including the United States Postal Service, UPS, FedEx, etc. ensuring that all mail is processed correctly and on time and that proper procedures are followed.

04 What success looks like

Ensure timely and accurate production and delivery of products and collateral to sponsors and marketing channels, meeting or exceeding set deadlines consistently.

Optimize technology systems to streamline the production process, reducing errors and improving efficiency by a measurable percentage over time.

Maintain high standards of customer service and support, as evidenced by positive feedback from both internal and external stakeholders, with a target satisfaction rating of at least 90%.

Establish mature reporting structures for all printing and fulfillment operational work requirements that allow for visibility/transparency of all printing and fulfillment operational team requirements, while also ensuring documentation for successful business continuity.

Lead and develop a high-performing team of fulfillment staff, fostering a positive work environment and achieving measurable improvements in team productivity and morale.

Work closely alongside the Director, Field Service Operations to ensure that both teams are strategically, operationally, and tactically aligned as to key organizational functions covering the span of marketing initiatives and field service support requirements.

Integrate and closely align with other Product Services departmental teams such as the Field Services team and Project Management and Business Analysis team ensuring the delivery of integrated “single voiced” solution sets to the various organizational business partners serving our donors and the field communities.

Work with business partners in the marketing and channel sides of the business representing all printing and fulfillment operational functions.

Work closely (and negotiate, if necessary) with vendors in the procurement of print hardware solutions, maintenance, and other supplies necessary to support all printing and fulfillment operations for the organization.

Be able to clearly communicate verbally and in writing, operationally and more strategically, all print and fulfillment topics depending on target audience.

Plan, manage and coordinate budget, leveraging specific tools and platforms while driving “underrun” financial balance results ensuring transparency with departmental leads, while closely aligning with organizational financial structures and mandates.

Demonstrate alignment with the organization's mission, vision, and strategies, actively embodying the values of the Christian faith and World Vision's ministry through actions, speech, and interactions with others.

05 Salary Range & Benefits Your compensation and benefits are important to you so they’re important to us. The full salary range for this role is $75,705.93 - $119,412.45. The typical hiring range is $85,000 - $105,000. Job offers within the range are based on relevant job qualifications and pay equity. World Vision employees see our Salary Administration Guidelines and My Life My Benefits pages on our organization intranet known as The Vine. Please indicate the range you're targeting when asked during the application process. In addition, we have a robust and comprehensive benefits package to round out our total compensation package. Click here to learn more (this position is a grade 225). Additionally, merit, auto allowance, and relocation are available to eligible employees based on existing plans.

06 Where this job could take your career World Vision U.S. is a part of the larger World Vision International partnership. Globally, we have 34,000+ staff working in nearly 100 countries. Just over 1000 of us call World Vision U.S. home. You'll have opportunities to advance within our robust and talented group of professionals as you continue to stretch and grow your career for the future.

07 About World Vision U.S. When you work at World Vision, your passions and talents come together to help meet the greatest needs in the world today. We tackle poverty at its roots, with a focus on helping the most vulnerable children overcome poverty and experience the fullness of life. Our staff around the world are committed to demonstrating God’s unconditional love for all people by serving every child we can, of any faith or none. And we are one of the world’s most trusted charities, with more than 70 years of experience working alongside communities, donors, partners, and governments to create opportunities for better futures for vulnerable children ... even in the toughest places. Are you feeling called to explore joining us?

08 Let your work be your faith in action In 2021 an estimated 5 million children under the age of 5 years died, mostly from preventable and treatable causes (USAID, WHO). That’s why we’re looking for someone who is ready to place their expertise behind helping the world’s most vulnerable children experience life in all its fullness. As a marketer and innovator at World Vision, your work will help create new, dignity-affirming experiences for donors, drawing them closer to God’s heart for children living in some of the hardest contexts in the world. Every innovation you work on will help influence whether someone chooses to help today or not. If not you, then who?

09 To Apply Press the appropriate button on this page.

10 What happens next? Glad you asked. We owe you that and strive to not leave you wondering. We review applications nearly every day assessing the strength of fit for the role. Sometimes questions arise on our end, so we message you to learn more. Short-listed candidates are contacted for an initial conversation with our recruiting staff. Moving deeper into our selection process you can expect to interview 1:1 with a hiring manager. Finalists normally participate in a panel interview where the opportunity to meet additional members of our staff lends itself to a 360-degree view of the role. Our most valuable resource is our talented staff. Our goal is to fill this vacancy with the right person in the shortest amount of time, so we have all hands on deck to move this important work forward.

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