Account Lead: Client Success & Operations

RRD; Washington (District of Columbia); On-site; USD 59,000 - 63,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) with company match

Job summary

RRD in Washington, DC seeks an Account Supervisor to lead day-to-day operations, client relationships, and a team of employees within a contract. You will establish service delivery standards, manage staffing, and drive continuous improvement across the account.

You will oversee invoicing, monthly CSR presentations, and ensure adherence to SLAs while maintaining high client satisfaction and strong employee performance. The role requires strong communication and organizational skills.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years in customer service, legal or financial services industries preferred.
• 3+ years experience in office support including administrative, facilities, hospitality, reception, reprographics and mailroom.
• Understanding of USPS regulations.
• Intermediate Microsoft Office Word and Excel skills.

Responsibilities

• Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees.
• Manage relationships with clients by ensuring a high level of customer satisfaction.
• Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance.
• Drive continuous improvement; inform client and manager of significant issues and proposed solutions to avoid future issues.
• Responsible for employee lifecycle of direct and indirect reports including interviewing, onboarding, training, performance reviews, and growth.
• Ensure reports understand and are compliant with policies, SLAs and quality expectations.

Skills

Customer service

Communication skills

Time management

Attention to detail

Microsoft Office

Education

Bachelor’s degree or equivalent experience

Tools

MS Word

MS Excel

PowerPoint

Reprographics equipment

Job description

RRD in Washington, DC seeks an Account Supervisor to lead day-to-day operations, client relationships, and a team of employees within a contract. You will establish service delivery standards, manage staffing, and drive continuous improvement across the account.

You will oversee invoicing, monthly CSR presentations, and ensure adherence to SLAs while maintaining high client satisfaction and strong employee performance. The role requires strong communication and organizational skills.