Senior Manager, Document Services

A bit about this role:  The Senior Manager, Document Services owns the oversight of daily operations and long-term strategy, monitoring and development of the Document Services function.  This role includes cross functional leadership and management of two distinct programs. Inbound Correspondence and Outbound Print Production.  You will serve as the connective point between Document Services and its cross-functional partners, owns vendor relationships, manages the department budget on behalf of the Director and VP of membership operations, and is accountable for compliance across every document that enters or leaves the organization. The Senior Manager, Document Services, role is a crucial bridge between membership and the core health plan and medical group functions.  Ensuring that all documents flow in and out of the plan ensures that the plan has the most up to date and accurate information to ensure members get the right care and support.  Your Responsibilities and Impact will include: Own the operating model for both Inbound Correspondence and Print Production: including intake, routing, turnaround standards, monitoring of operational signals, and escalation paths. Build capacity and forecasting plans:  that anticipate membership growth and seasonal volume, rather than reacting to it. Build the tooling that makes change repeatable: Playbooks, intake, readiness trackers, adoption dashboards, KPIs. Anything we repeat should run as durable, self-serve tooling. Leverage AI technology and reporting tooling to help analyze and interpret trends to drive change. Build monitoring and communication plans that give internal stakeholders early visibility into risk, delay, and volume shifts, replacing ad hoc updates with predictable reporting. Represent Document Services to Product and Technology: Represent constraints in roadmap and design, to drive long-term scalability.  Act as the primary point of contact for cross functional teams such as, Compliance, IT, Marketing, MXE, Guide, DMG, and Product/ Technology Teams. Build trusted partnerships across operations stakeholders: Learn how each one operates and what constraints it carries, then design solutions that solve for the whole rather than one team at the expense of others. Partner with Compliance: Maintain audit-ready documentation and represent Document Services in internal and external audits. Ensure programs meet applicable regulatory and contractual requirements, including notice timeliness, accessibility, and record retention. Vendor Performance : Oversee daily operations with inbound mail and fax vendors, and outbound fulfillment vendors.  Define and build out performance standards, scorecards, business reviews, and issue resolution processes. Including vendor budgeting and forecasting.  Required skills and experience:   7+ years in operations, correspondence management, print production, or a closely related function, including 3+ years managing people, ideally including other managers. Demonstrated experience scaling operational programs:  tools, automations, or durable systems you created yourself, with experience scaling through significant growth.  Strong analytical skills; able to build reporting from operational data and explain it to non-operational audiences. A track record of leading change through influence rather than authority, across teams you did not manage, including as the operational counterparts Ability to work at altitude and in detail: write the narrative a senior leader can act on, and personally untangle the workflow detail that would otherwise break the launch. Comfort operating amid shifting priorities, re-sequencing work mid-flight without losing the thread or the team. Willingness to form a recommendation on incomplete information , deliver hard messages to senior stakeholders, and keep the relationship intact afterward. Working fluency with AI tools , with concrete examples of what you use them for in your