Account Manager

RR Donnelley; Chicago (IL); On-site; USD 85,000 - 136,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Paid time off

Disability insurance

Life insurance

Parental leave

Tuition assistance

Employee discounts

Job summary

RR Donnelley in Chicago is seeking an Account Manager, Client & Workplace Experience to lead operations across locations, delivering white-glove service and operational excellence.

The role focuses on vision execution, continuous improvement, and driving cost-to-serve efficiency, with a team of about nine employees and strong cross-stakeholder collaboration.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years in workplace services, hospitality, or related operational leadership.
• Experience managing multi-site operations, teams and client relationships.
• Strong client service, leadership, communication and decision-making skills in a fast-paced environment.
• Proven ability to manage budgets, vendors, service standards and client relationships.
• Experience driving continuous improvement in client/service performance.

Responsibilities

• Lead regional Client & Workplace Experience operations across locations with high service standards.
• Serve as primary regional client partner and escalation point for service, operations and workplace experience.
• Support implementation of global service standards, governance practices, and continuous improvement initiatives.
• Partner with stakeholders, vendors, and site leadership to deliver workplace services support.
• Create and present Client Service Reviews using data and client feedback to drive improvements.
• Identify opportunities for account growth and new services; escalate as needed.
• Lead, coach, and develop a team of ~9 employees across roles.
• Oversee staffing, performance management, and workforce planning across locations.
• Maintain regular communication with employees through meetings and 1:1s.
• Ensure compliance with SOPs and service standards.
• Monitor performance metrics, inventories, vendor relationships, and readiness across the region.
• Support budgeting, forecasting, and resource planning with Global Account Director.
• Identify risks and opportunities to enhance client satisfaction and efficiency.
• Participate in due diligence and implementation for new business within accounts.

Skills

Leadership

Client relations

Operational leadership

Communication

Budgeting/forecasting

Problem-solving

Education

Bachelor's degree or equivalent

Tools

MS Office

Job description

• Compensation: USD 85,000 - USD 136,000 - yearly

Company Description

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.

Job Description

Position Summary
The Account Manager, Client & Workplace Experience is an operations leader who communicates a clear vision for how Williams Lea best serves clients across assigned workplace, hospitality, facilities, office services, and client experience operations. This role empowers the team to bring that vision to life by executing service delivery, delivering operational excellence, supporting optimized cost-to-serve models, applying continuous improvement initiatives, and driving team growth and development.

Key Responsibilities:

Regional Operations & Client Leadership

• Lead Client & Workplace Experience operations across assigned locations, ensuring delivery of consistent white-glove service standards and operational excellence.
• Serve as the primary regional client partner and escalation point for service, operational, workforce, and workplace
• experience matters.
• Support implementation of global service standards, governance practices, and continuous improvement initiatives.
• Partner with stakeholders, vendors, and site leadership to deliver seamless workplace, hospitality, reception, facilities, and office services support.
• Create and present regular Client Service Reviews, using service data and client feedback to identify process
• improvements, support informed decision-making, and demonstrate value to the client.
• Identify opportunities for account growth, new services, and resolutions to client challenges, escalating opportunities to the manager as appropriate.
• Lead, coach, and develop a team of approximately nine full-time employees, including front-line and supervisory roles, while fostering a culture of accountability, collaboration, and service excellence.
• Oversee staffing, performance management, employee engagement, training, and workforce planning across assigned locations.
• Manage the full employee lifecycle for direct and indirect reports, including interviewing and hiring, onboarding and induction, on-the-job training, professional development, performance reviews, goal setting, talent management, succession planning, and offboarding.
• Maintain regular and consistent communication with employees through team meetings and individual 1:1s to share company and client information, clarify expectations, review performance, and discuss progress against goals and development.
• Foster cross-training, teamwork, and a high-performance culture that supports learning, quality, collaboration, and client satisfaction.
• Ensure compliance with company policies, client requirements, SOPs, and service standards.
• Monitor service performance, operational metrics, inventories, vendor relationships, and workplace readiness across the region.
• Partner with the Global Account Director on budgeting, forecasting, resource planning, and business reviews.
• Identify operational risks and opportunities that enhance client satisfaction, efficiency, and account performance.
• Participate in or lead due diligence and implementation activities for new business within assigned client accounts, including people, process, and technology readiness.

Qualifications

• Bachelor's degree or equivalent experience required.
• 5+ years of workplace services, hospitality, office services, facilities, or related operational leadership experience within a corporate or professional services environment.
• Prior experience managing multi-site operations, teams, and client relationships.
• Strong client service, leadership, communication, organizational, financial judgment, problem-solving, and decision-making skills in a fast-paced, service-focused environment.
• Proven experience managing operational performance, budgets, vendors, service standards, complex or multi- service solutions, and client relationships.
• Demonstrated ability to improve or sustain client, service, financial, or contract performance through practical solutions and continuous improvement.
• Proficient in Microsoft Office and workplace technology tools.
• Ability to build strong stakeholder relationships, maintain confidentiality, and exercise sound judgment.
• Ability to work effectively with multi-functional teams and diverse stakeholders while maintaining attention to detail and meeting deadlines.
• Ability to travel within assigned locations as business needs require.

Additional Information

RRD's current salary range for this role is $85,000 to $136,000/ year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program.

RRD’s benefit offerings include:

• medical, dental, and vision coverage
• paid time off
• disability insurance
• 401(k) with company match
• life insurance and other voluntary supplemental insurance coverages
• plus parental leave
• adoption assistance
• tuition assistance and employer/partner discounts

Shift: Monday to Friday - 8:00am to 5:00pm

At RRD, we value innovation, authenticity, and integrity. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools during interviews to ensure an authentic and secure experience. We appreciate your cooperation as we work to maintain a transparent and equitable hiring process.

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.