Position: Operations Assistant

Reports To: COO

Hours: 10am - 6:00pm Monday - Friday. Overtime as needed.

This role serves as a reliable execution partner to the COO. You take pride in doing things the right way - every time. In this role, you will work directly with the COO to ensure production operations follow clearly defined processes, stay accurate, and remain accountable across every shift. You will observe workflows, document SOP compliance, track data, and follow through on assigned priorities until they are fully complete and properly reported. Success comes from your ability to stay organized, follow established procedures, and bring consistency to a fast-moving environment without cutting corners. If you value clear expectations, respect structure, and want to be relied on as a trusted execution partner, this role offers long-term stability and purpose.

The Mailworks is a woman-owned, family-run business specializing in results-driven direct mail campaigns for a nationwide client base. With 40+ years of experience and over 90 professionals across strategy, design, production, and technology, we combine deep industry knowledge with modern tools to help businesses grow. We produce and deliver over 96 million pieces annually from our in-house facility and are transforming the direct mail space through innovation, service, and our proprietary software platforms.

Supervisory Responsibilities: None

Duties:

SOP AUDIT & COMPLIANCE SUPPORT

Observe current production floor practices across both shifts and document gaps between written SOPs and actual execution
Identify deviations from the Production Process Manual and report findings to the COO with supporting documentation
Assist in co-developing updated or new SOPs where process gaps are confirmed — working alongside the COO and relevant supervisors
Assist in monitoring SOP adherence across shifts; surface non-compliance findings to the COO for intervention and action
Track SOP compliance findings in Asana and maintain a running issues log on a cadence defined by the COO

COO INITIATIVE EXECUTION

Work with the COO to identify, discuss, and solve (IDS) operational issues — then own assigned action items to help drive those solutions to completion
Receive task assignments via Asana or direct communication from the COO; execute within agreed-upon scope and deadlines
Report back to the COO upon task completion — including outcome and any unresolved issues that require her input or intervention before work fully closes
Surface blockers proactively; do not wait until a deadline to flag an issue that requires COO decision or action
Track all assigned work in Asana; maintain current task status so the COO has real-time visibility at all times
Attend relevant L10 and S-C-O-P-E meetings as directed; take notes, capture action items, and follow up on open issues
Prepare summaries, status updates, and documentation as requested by the COO
Assist in the overall completion of Production-assigned Rocks as directed

PRODUCTION SYSTEMS & DATA INTEGRITY

Assist in monitoring daily shift reports, tracker logs, and scheduling data for accuracy and consistency
Surface discrepancies, missing documentation, or data patterns that require leadership attention — report findings to the COO for review and intervention
Assist in maintaining and auditing entries in production tracking systems (Joii, JMP, Google Workspace, Asana) as directed
Support the accuracy of the Daily Shift Accountability Report and related performance documentation
Identify reporting gaps and bring recommendations to the COO.

EQUIPMENT & FACILITY AWARENESS

Serve as an accountability checkpoint for operator onboarding — verifying that new hires are completing training milestones, signing off on SOPs, and demonstrating competency before being cleared for independent operation
Audit the current operator training program for gaps, inconsistencies, and outdated content; deliver findings to the COO with documentation and recommendations
Act as a translation layer between the Plant Engineer and production operators — converting technical machine knowledge into accessible, documented training materials that operators can actually use
Partner with the Director of Production and Plant Engineer to confirm operators are correctly trained on machine setup, operation, and handling; follow up to verify training is retained and applied on the floor
Work with leadership to bring AI-assisted tools into the operator workflow — including digital SOPs, interactive reference guides, and automated resources that reduce reliance on tribal knowledge; help build and maintain materials that make these tools easy for operators to use every day
Maintain and update the operator knowledge base as directed; ensure documentation stays current and accurate across shifts
Maintain confidentiality and discretion on all personnel and operational matters

TRAINING, ONBOARDING, & OPERATOR ENABLEMENT

Serve as an accountability checkpoint for operator onboarding — verifying that new hires are completing training milestones, signing off on SOPs, and demonstrating competency before being cleared for independent operation.
Audit the current operator training program for gaps, inconsistencies, and outdated content; bring findings to the COO with recommendations for improvement.
Act as a translation layer between the Plant Engineer and production operators — converting technical machine knowledge into accessible, documented training materials that operators can actually use.
Partner with the Director of Production and Plant Engineer to ensure operators are correctly trained on machine setup, operation, and handling procedures; follow up to confirm training is retained and applied on the floor.
Work with leadership to identify opportunities to bring AI-assisted tools into the operator workflow — including interactive chatbots, digital SOPs, and automated reference resources that reduce reliance on tribal knowledge and in-person escalation.
Collaborate with relevant stakeholders to build and maintain a living operator knowledge base that supports consistent execution across shifts.
Maintain confidentiality and discretion on all personnel and operational matters.

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Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Skills/Abilities:

Exhibits company core values — FLASH'D (Forward Thinking, Loyal, Accountable, Solutions Focused, Helpful, Dynamic)
Strong attention to detail and process adherence — notices what's missing and follows up
Reliable and self-directed; completes assigned tasks without needing to be reminded
Comfortable operating in a cross-functional role without a rigidly defined lane
Ability to communicate professionally with operators, supervisors, and leadership alike
Proficient in Google Workspace and Asana; AI curious
Experience in a production, operations, or manufacturing environment strongly preferred
Comfortable on the production floor — not desk-bound, not floor-only
Discreet and trustworthy; handles sensitive information appropriately
Flexible availability; willingness to cover overtime or non-standard hours as needed

Physical Requirements:

While performing the duties of this job the employee is required to regularly communicate, converse and exchange information with both other employees and supervisors. This position requires the ability to detect and report defective copy and material. The position requires the constant operation of print and mailing preparation machinery. This position requires the employee to constantly position oneself to maintain the workflow of their assigned machine. This includes moving and transporting both prepress and completed mailing copy. This position requires that the employee be able to manipulate and transport objects up to 50 pounds.
While performing the duties of this job, the employee is regularly required to talk or hear . The employee frequently is required to sit; walk; use hands to finger, handle or feel; and reach with hands and arms.

Success Indicators

COO-assigned tasks are executed on time and reported back with a clear status summary — no follow-up required from the COO to find out where things stand
SOP compliance findings are documented and delivered to the COO on a consistent, agreed-upon cadence
Production data, shift reports, and administrative documentation are accurate and current; discrepancies are surfaced before they become patterns
The Operations Assistant builds trust across all levels of the Production department within the first 90 days
The COO is able to confidently execute organizational change because she has a reliable execution partner handling the documentation, data, and follow-through behind it
The department executes Rocks with improved administrative and operational discipline

Cultural Index Survey Link: https://go.cultureindex.com/p/IYNtmXBDwOcwRzaPN2sH

Job Type: Full-time

Pay: $80,000.00 - $90,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Professional development assistance
Vision insurance

Ability to Commute:

Menands, NY 12204 (Required)

Ability to Relocate:

Menands, NY 12204: Relocate before starting work (Preferred)

Work Location: In person

The Mailworks

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Operations Assistant