Client Operations Leader — Service Delivery & Growth

RRD Company; Cleveland (OH); On-site; USD 79,000 - 126,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Parental leave

Tuition assistance

Job summary

RRD is seeking an Account Manager to lead client service delivery and operations across multiple offerings. You will empower a client-facing team, ensure quality, and drive improvements in service delivery and cost-to-serve for valued accounts.

You will oversee staffing, performance management, and collaboration with clients to align on goals, budgets and SLAs while maintaining the highest standards of client satisfaction and efficiency.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years leadership experience in customer service environment.
• Proven track record delivering solutions and improving contract performance.
• Excellent client service skills with a service-minded approach.
• Experience delivering multi-service solutions and managing P&L impact.
• Ability to independently manage scope and policies, with strong decision-making.

Responsibilities

• Oversee contracted operation(s) to meet client needs and employee welfare.
• Lead and develop a high-performing client team.
• Manage full employee lifecycle for direct and indirect reports, including hiring, onboarding, development, performance reviews, and succession planning.
• Ensure compliance with SLAs, policies, and quality standards, using corrective actions when needed.
• Communicate regularly with employees and clients; lead team meetings and one-on-ones for progress and expectations.
• Foster cross-training and teamwork to optimize client service delivery.
• Establish and maintain quality service delivery via SOPs, account planning, and agreed metrics.

Skills

People Leadership

Client service

Cross-functional collaboration

Budget management

P&L understanding

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Job description

RRD is seeking an Account Manager to lead client service delivery and operations across multiple offerings. You will empower a client-facing team, ensure quality, and drive improvements in service delivery and cost-to-serve for valued accounts.

You will oversee staffing, performance management, and collaboration with clients to align on goals, budgets and SLAs while maintaining the highest standards of client satisfaction and efficiency.