Program Support Supervisor II- Creative Communications

Job Description

Finance, Planning, and Budgeting (FPB) has an outstanding opportunity for a Program Support Supervisor II to join their team.    

About this Opportunity   

Reporting to the Operations Manager, Mailing Services the Program Support Supervisor II will supervise and direct the daily operations of Mail Preparation Services and Mail Processing. Supervise Mail Preparation Services support staff, including a Program Coordinator, Mail Raters, and one or more student helpers. Assign, prioritize, and monitor work to ensure service standards, operational efficiency, and established deadlines are met. Work closely with Mail Prep and Mail Processing Leads to ensure a smooth workflow, equipment servicing and training needs are completed, and job deadlines are met. 

Create and price Mail Prep job tickets. Meet regularly with the Operations Manager to provide updates on unit performance, operational trends, and issues. Provide U.S. Postal expertise and ensure the University of Washington's compliance with U.S. Postal rules and regulations.  

Develop procedures and policies to maintain an efficient mail operation and maximize UW postage savings. Evaluate operational processes and implement improvements to enhance efficiency, service quality, and regulatory compliance. Act as liaison between Mail Preparation Services, Mail Processing, other Creative Communications units, UW departments, and vendors. 

Assist with data collection for postage billing. Monitor operational data and prepare reports to support service delivery, resource planning, and decision making. Develop and sustain client service programs. Provide the highest level of customer service to the campus community and serve as a resource to departments regarding mailing requirements, services, and postal regulations. 

Key Responsibilities 

Mail Operations & Service Delivery (40%) 

• Responsible for the daily operations of the Mail Preparation Services team. 

• Create and price each Mail Prep job ticket. 

• Complete the entire buyout process for Mail Prep work that cannot be handled in-house. 

• Determine and direct all work assignments and schedules of Mail Prep and Mail Processing staff and daily operations. 

• Establish work priorities and ensure deadlines are met. 

• Modify shift assignments to ensure completion of essential functions with little to no overtime 

• Monitor workflow and staffing levels to ensure efficient and effective service delivery. 

• Provide coverage, when needed, for Program Coordinator functions in Mail Prep. 

• Assist Mail Processing and Mail Prep teams during surge production and staff absences. 

Staff Supervision & Employee Development (25%) 

• Works with a diverse group of individuals and teams to create an inclusive environment. 

• Counsel employees and ensure employees understand performance expectations and job responsibilities. 

• Recommend personnel actions, including corrective action. 

• Research employee training opportunities and approve training classes. 

• Conduct annual performance evaluations. 

• Establish and direct a cross-training program to provide operational redundancy and employee development opportunities. 

• Conduct interviews, perform reference checks, and recommend hiring decisions. 

• Approve leave requests. 

• Responsible for employee timesheets, vacation and sick leave requests, and leave records. 

Regulatory Compliance & Technical Expertise (20%) 

• Provide USPS expertise to Creative Communications personnel and University departments regarding policies, procedures, cost estimates, mail piece design, use of technology, postal rates, postal regulations, and USPS Business Reply Mail. 

• Explain and interpret policies, procedures, and regulations related to complex mailing issues. 

• Serve as the primary resource for complex mailing and postal compliance matters. 

• Ensure compliance with University of Washington, State of Washington, and U.S. Postal Service policies, procedures, and regulations. 

• Provide shipping expertise related to FedEx, UPS, DHL, and USPS domestic and international shipping. 

• Ensure timely cost estimates and the efficient and accurate use of shipping software. 

• Keep staff fully trained and knowledgeable regarding USPS and shipping regulations.

Customer Relations & Stakeholder Engagement (10%) 

• Develop and maintain positive customer relations. 

• Supervise Mailing Services staff in their interactions with clients. 

• Resolve escalated customer service concerns and coordinate solutions with campus departments and external partners. 

• Maintain effective communications with Mail Prep and Mail Processing staff regarding procedural changes, policy changes, operational plans, absences, and coverage needs. 

Process Improvement, Strategic Planning & Administration (5%) 

• Make independent decisions to modify procedures to maximize efficiency. 

• Involve staff in improving or automating existing procedures for greater efficiency. 

• Participate in the development of Mailing Services strategic initiatives. 

• Participate in Lean Process Improvement meetings. 

• Provide input regarding equipment budgets and acquisitions. 

• Perform other duties as assigned. 

Supervision Received 

Supervision by the Operations Manager, Mailing Services. 

Supervision Exercised 

Supervise Mail Raters, Program Coordinators and student employees.  

Minimum Qualifications: 

• High school graduation or equivalent AND three years of applicable experience in the program specialty 

OR 

• Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration. 

Additional Requirements: 

• Previous lead or supervisory experience. 

• Knowledge of current USPS and shipping regulations and policies. 

• Experience using computerized business systems and databases. 

• Proficiency with Microsoft Windows, Word, and Excel.  

• Ability to provide excellent customer service and effectively resolve customer concerns. 

• Ability to handle sensitive and confidential personnel and policy information with discretion.   

• Ability to work well with persons from diverse backgrounds. 

• Ability to communicate professionally and diplomatically with a wide range of stakeholders. 

• Ability to manage multiple priorities in a fast-paced environment while meeting deadlines. 

• Ability to interpret, apply, and explain policies, procedures, and regulatory requirements. 

Desirable Qualifications 

• Experience with development of goals and action plans. 

• Knowledge of job management software and shipping software. 

• Experience working with electronic mailing distribution lists. 

Working Conditions 

• Ability to read address labels, packing slips, package contents, and information displayed on shipping and receiving equipment. 

• Ability to operate pallet jacks and other warehouse equipment. 

• Manual dexterity sufficient to handle products and packages, apply labels, operate scanning equipment, and perform data entry. 

• Ability to frequently lift and carry up to 50 pounds without assistance. 

• Ability to occasionally lift and carry up to 75 pounds without assistance. 

• Ability to frequently push, pull, and move materials weighing up to 50 pounds without assistance. 

• Ability to occasionally push, pull, and move materials weighing up to 75 pounds, with or without team assistance as appropriate. 

• Ability to kneel, crouch, stoop, bend, twist, reach, and perform other physical movements required in a mail and shipping environment. 

• Ability to regularly handle packages, mail, and packaging materials. 

• Ability to stand and walk for extended periods of time throughout the workday. 

• Ability to work in a warehouse and mail processing environment with varying temperatures, mechanical noise, and regular movement throughout the facility. 

• Work assignment is onsite Monday through Friday. 

About the Team  

Finance, Planning, and Budgeting (FPB) encompasses the major central financial, planning, analytical, and budgeting functions for the University of Washington, including:    

• Financial Stewardship & Operations    

• Institutional Analytics & Decision Support    

• Budget, Policy & Strategy    

• University Business Service  
• Real Estate
• Treasury

Creative Communications (C2) is the University of Washington’s centralized provider of design, web, printing, copying, and mailing services, supporting the Seattle, Bothell, and Tacoma campuses as well as UW Medicine. As a division of Finance, Planning & Budgeting, C2 partners with departments, faculty, students, and staff to deliver high‑quality, cost‑effective communication and logistics solutions, from concept through production and distribution, while emphasizing customer service, operational efficiency, and sustainability. 

Compensation, Benefits and Position Details

Pay Range Minimum:

Pay Range Maximum:

Other Compensation:

Benefits:

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Temporary or Regular?

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About the UW 

Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.  

UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty. 

Our Commitment 

The University of Washington is committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu. 

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.