Client Operations & Account Leader

RR Donnelley (RRD); Boston (MA); On-site; USD 85,000 - 136,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Life insurance

Parental leave

Tuition assistance

Adoption assistance

Employee discounts

Paid time off

Job summary

RR Donnelley (RRD) is seeking an Site Account Manager in Boston to lead operations, deliver client-focused service, and drive continuous improvement across multi-service offerings. You will empower a team, manage the full employee lifecycle, and ensure adherence to SLAs and budgets.

The role emphasizes leadership, client relationship management, and financial oversight, with a commitment to quality and performance in a fast-paced environment.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years’ leadership experience in a customer service environment.
• Proven record improving contract performance or client outcomes.
• Excellent client service skills and service-minded approach.

Responsibilities

• Oversee contracted operations to meet client needs and manage employees.
• Lead a client team and drive performance and development.
• Manage full employee lifecycle: hiring, onboarding, training, reviews, and offboarding.
• Ensure compliance with policies, SLAs, and quality standards, with corrective actions when needed.
• Hold regular team and 1:1 meetings to align on goals and progress.
• Foster cross-training to optimize client service delivery.
• Drive operational leadership to meet or exceed client expectations.
• Review P&L monthly and manage labor allocations to optimize costs.
• Present CSR to clients and identify opportunities for process improvements.
• Maintain relationships with clients to ensure high satisfaction and retention.
• Support due diligence and implementation for new client accounts.

Skills

People leadership

Client service

Communication

Financial management

HR lifecycle management

Time management

Attention to detail

MS Office

Education

Bachelor's degree or equivalent experience

Tools

MS Office

Job description

RR Donnelley (RRD) is seeking an Site Account Manager in Boston to lead operations, deliver client-focused service, and drive continuous improvement across multi-service offerings. You will empower a team, manage the full employee lifecycle, and ensure adherence to SLAs and budgets.

The role emphasizes leadership, client relationship management, and financial oversight, with a commitment to quality and performance in a fast-paced environment.