Vice President of Digital Mailroom Operations
Operations
Eagan, MN, USA
Vice President of Digital Mailroom Operations
The Vice President of Digital Mailroom Operations leads the automation, modernization, and day-to-day performance of Smart Data Solutions' inbound document and data capture function. This leader owns the end-to-end operating model, from physical and digital intake through classification, extraction, quality control, routing, and delivery to downstream business units.
The role is accountable for meeting tight service-level agreements, typically a 24-hour turnaround from receipt to delivery, while advancing a multi-year roadmap that reduces manual data entry through intelligent document processing, OCR, machine learning, and workflow automation. The Vice President also owns offshore and nearshore data capture vendor relationships, operating costs, quality, capacity, and performance governance.
What you’ll be doing?
Digital Mailroom & Data Capture Operations
- Own daily operations across physical mail receipt and scanning, email and digital document ingestion, classification, indexing, data extraction, quality control, exception handling, and distribution to downstream business units.
- Ensure consistent adherence to service-level agreements, including the standard 24-hour turnaround from document receipt to processed and delivered output.
- Establish formal SLA tracking, escalation paths, recovery plans, and root-cause analysis for any performance miss.
- Develop capacity, staffing, workflow, and business-continuity plans to support volume variability, seasonal peaks, client growth, and operational resilience.
- Build and maintain executive dashboards covering volume, turnaround time, backlog, exception rates, accuracy, error rates, productivity, labor utilization, and cost per document.
- Maintain a secure, compliant, and safe operating environment for protected health information, personally identifiable information, and confidential business data.
- Partner with Human Resources to develop workforce plans, recruit key talent, and build organizational capabilities needed to support business growth and operational transformation.
Automation & Technology Roadmap
- Lead the strategy, prioritization, business case development, and execution of automation initiatives that reduce manual data capture and improve speed, quality, and scalability.
- Evaluate and deploy OCR, intelligent document processing, machine learning-based classification and extraction, rules engines, and workflow automation technologies in partnership with IT and Engineering.
- Define and track automation KPIs, including straight-through processing rate, percentage of touchless documents, extraction accuracy, exception rate, FTE hours reduced, and realized cost savings.
- Own a multi-year automation roadmap with clear milestones, investment requirements, dependencies, benefits, and executive reporting.
- Establish human-in-the-loop controls, quality thresholds, monitoring, and change-management practices that support responsible and reliable automation.
- Identify, evaluate, and implement AI-enabled tools and technologies that improve operational efficiency, accuracy, scalability, employee productivity, and business outcomes.
Offshore & Nearshore Vendor Management
- Manage offshore and nearshore data capture and BPO vendor relationships, including commercial terms, contract negotiation, SLA design, quality standards, information-security expectations, capacity planning, and performance reviews.
- Create and maintain vendor scorecards covering service, quality, productivity, responsiveness, staffing stability, risk, and cost.
- Lead vendor transitions, transformation programs, corrective-action plans, and periodic RFPs to maintain competitive cost, quality, resilience, and scalability.
- Serve as the primary executive escalation point for vendor performance issues and ensure timely remediation of service or quality concerns.
Leadership & Cross-Functional Partnership
- Build, lead, coach, and develop an internal team spanning operations, production management, quality, reporting, continuous improvement, and vendor management.
- Establish clear goals, accountability, performance routines, and succession plans across the organization.
- Partner with IT, Engineering, Finance, Compliance, Information Security, Customer Service, and business-unit leaders to align document workflows with downstream systems and client requirements.
- Lead organizational change as manual processes are redesigned and automated, including stakeholder communication, role redesign, retraining, and redeployment planning.
- Develop and manage budgets, forecasts, and cost-center performance to achieve financial, productivity, and service objectives.
- Represent Digital Mailroom Operations in executive, client, compliance, and operational governance forums.
- Perform other duties as assigned.
The duties set forth above are essential job functions for the role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
What we’re looking for?
Required Qualifications
- Bachelor's degree in business, operations, engineering, information systems, or a related field, or equivalent relevant experience.
- At least 8 years of progressive leadership experience in document processing, digital mailroom, shared services, data capture, or BPO operations.
- At least 3 years of direct experience managing offshore or nearshore vendor relationships in an outsourced operating model.
- Demonstrated success implementing automation that measurably reduced manual data entry or FTE hours while maintaining or improving quality and service.
- Demonstrated experience leveraging AI-enabled tools and automation technologies to improve operational efficiency, quality, scalability, and business outcomes through the integration of AI into operational workflows.
- Direct experience owning SLA-driven operations with 24-hour or similarly tight turnaround requirements.
- Experience managing vendor contracts, SLAs, capacity, quality audits, performance scorecards, and executive governance.
- Strong analytical and financial skills, with the ability to own operational metrics, budgets, business cases, and executive-level reporting.
- Demonstrated change-management experience in an organization transitioning from manual to automated processes.
- Superior written, verbal, and interpersonal communication skills, with the ability to influence technical, operational, vendor, and executive stakeholders.
Preferred Qualifications
- Experience in a $50 million to $500 million revenue company or a division of similar scale.
- Experience in healthcare, insurance, financial services, or another document-intensive regulated industry.
- Working knowledge of OCR, intelligent document processing, machine learning-based extraction, workflow orchestration, and operational analytics.
- Lean, Six Sigma, or other process-improvement certification.
- Prior P&L or significant cost-center ownership.
- Master's degree in business administration, operations, technology, or a related field.
Location: This role is located in our Eagan, MN office.
Why this is the company for you?
Top Benefits & Perks:
- A company culture that is authentic, innovative, and collaborative! Our most powerful strength is our people! We build impactful solutions for our customers - their success is our success!
- A professional development and growth-oriented workplace
- Generous benefits including, health insurance, short-term, and long-term disability
- 401(k) with a company match to provide a better future in your retirement years
- A flexible environment with a competitive paid time off package; including vacation, holiday, give-back day, and a floating day
Who is Smart Data Solutions?
Smart Data Solutions (SDS) is a technology leader in healthcare process automation and interoperability. As a strategic partner, SDS helps clients digitally transform their operations, delivering tangible value through reduced costs, streamlined workflows, and an improved customer experience. With data, AI, and automation at its core, SDS provides solutions in Digital Mailroom and Data Capture, Clearinghouse, Intelligent Medical Records, Prior Authorization and Claim Operations. Trusted by over 500 clients—including multiple Blue Cross Blue Shield plans, regional health plans, TPAs, providers, and healthcare partners—SDS streamlines complex front, middle, and back-office operations.
Smart Data Solutions is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.