Senior Director Mailroom and Facilities at Paradigm – Tampa, Florida

Paradigm is an accountable specialty care management organization focused on improving the lives of people with complex injuries and diagnoses. The company has been a pioneer in value-based care since 1991 and has an exceptional track record of generating the very best outcomes for patients, payers, and providers. Deep clinical expertise is the foundation for every part of Paradigm’s business: risk-based clinical solutions, case management, specialty networks, home health, shared decision support, and payment integrity programs.

We’re proud to be recognized—again! For the fourth year in a row, we’ve been certified by Great Place to Work®, and for the third consecutive year, we’ve earned a spot on Fortune's Best Workplaces in Health Care™ list. These honors reflect our unwavering commitment to fostering a positive, inclusive, and employee-centric culture where people thrive.

Watch this short video for a brief introduction to Paradigm.

The Senior Director, Mailroom & Facilities is a senior operational leader responsible for designing, modernizing, and continuously improving enterprise mailroom operations while providing strategic oversight of facilities and office operations. This role serves as a single point of accountability for administrative services across locations—driving workflow optimization, vendor performance, governance and controls, and a consistent, risk-aware service model in close partnership with IT, HR, Legal/Compliance, and Operations. This position is remote; however, regular travel is required to support on-site operations and key stakeholders in the Tampa and Sioux Falls offices and other company office locations.

Duties and Responsibilities:

Mailroom Operations Leadership

• Design, lead, and continuously improve enterprise mailroom strategy and operations, including physical mail intake, processing, routing, and distribution across locations.
• Provide direct leadership and strategic oversight to the mailroom teams across the Company’s offices.
• Lead mailroom transformation initiatives driving operational efficiency, accuracy, scalability, and service consistency.
• Establish governance, controls, and escalation pathways for mail operations to mitigate operational, compliance, and business continuity risks.
• Partner cross‑functionally with IT, Operations and Legal to ensure mail handling practices align with enterprise risk and regulatory expectations.
• Lead change management efforts related to mailroom modernization, operational consolidation, and service delivery improvements.

Facilities & Office Operations Oversight

• Oversight of the Facilities function and team, including but not limited to building operations, space management, safety, building security, project improvement, budgets, and overall office employee experience.
• Hire a Facilities Manager and, along with the Manager, develop and oversee enterprise Facilities strategy and function for all Company offices.
• Ensure Facilities Manager has a dotted line relationship with IT on infrastructure, systems, and physical workplace needs.

Vendor Selection & Oversight

• Lead the selection, onboarding, and ongoing oversight of third‑party vendors supporting mailroom operations, facilities services, and administrative support functions.
• Establish and maintain clear performance expectations, service level standards, and governance mechanisms to ensure reliable, compliant, and cost‑effective service delivery.
• Own vendor relationships end‑to‑end, including capability evaluation, contract input, performance monitoring, issue escalation, and continuous improvement initiatives.
• Ensure vendor practices align with operational risk management, data handling requirements, and enterprise service standards, with particular focus on mail intake, processing accuracy, and business continuity.

Tampa Administrative Hub Enablement

• Facilitate the establishment and scaling of Tampa as an administrative hub, ensuring physical space needs are met and that appropriate staffing models, operational readiness, and leadership support are in place.

Other

• Maintain reliable and predictable attendance during scheduled work hours or core business hours.
• Travel for office-site visits, meetings, training, or business-related activities.
• Responsible for complying with Paradigm Information Security requirements and policies, for safeguarding Paradigm or Paradigm related passwords, and for notifying Paradigm of any Information Security incidents per policy SEC 10-12 Information Security Incident Management.

Qualifications:

Education:

• Bachelor’s degree in Business Administration, Operations Management, Supply Chain, Facilities Management, or a related field, or equivalent combination of education and extensive relevant experience.
• Advanced degree (MBA, MPA, or similar) with a focus on operations, strategy, or organizational leadership can be a plus.
• Formal training or certifications related to operations management, logistics, process improvement, or facilities/mail operations (e.g., Lean, Six Sigma, or comparable operational excellence credentials).

Experience:

• Over 7+ years of extensive, hands‑on leadership experience designing, operating, and transforming mailroom operations in a multi‑site or enterprise environment.
• Proven experience leading mailroom or document intake functions where accuracy, timeliness, and risk management are critical.
• Senior‑level experience overseeing administrative, facilities, or operations functions with enterprise accountability.
• Demonstrated ability to lead transformation initiatives and align operational teams through change.
• Strong cross‑functional leadership skills, including experience partnering with IT, Legal, Compliance, and executive leadership.
• Experience modernizing or consolidating mailroom operations, including workflow redesign or centralization efforts (preferred).
• Background in regulated, compliance‑sensitive, or high‑risk operational environments (preferred).
• Experience supporting geographically distributed teams (preferred).

Core Competencies:

• Enterprise mailroom operations expertise.
• Operational risk awareness and control design.
• Change leadership and transformation execution.
• Executive communication and stakeholder influence.
• Clear accountability, problem solving, and decision‑making abilities.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and meet deadlines in a dynamic environment.
• High level of professionalism, discretion, and confidentiality.
• Proficiency in Microsoft Office Suite and remote collaboration tools
• Exercise sound judgment and escalate concerns appropriately
• Demonstrated ability to work independently and as part of a team.
• Adaptability to changing priorities and technologies.
• Commitment to continuous learning and professional development.