Client Operations Manager - Service Delivery Leader

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

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

401(k) with company match

Life insurance and disability

Job summary

RRD is seeking a Site Account Manager to lead operations and deliver superior client service for complex, multi-service contracts. You will empower teams, optimize workflows, and drive continuous improvement in performance, cost efficiency, and client satisfaction.

Responsibilities include talent management, financial oversight, and ongoing collaboration with clients to identify growth opportunities. Strong leadership and communication are essential to success in this role.

Qualifications

• Bachelor’s degree or equivalent experience required.
• Over 5 years’ leadership experience in a customer service environment.
• Proven track record improving client or contract performance.
• Strong client service and relationship management skills.
• Experience delivering multi-service solutions and financial oversight (P&L).
• Ability to lead teams through onboarding to offboarding and growth.

Responsibilities

• Oversee contracted operations to meet contract and client needs.
• Lead and develop client teams; manage talent lifecycle and performance.
• Run regular team and 1:1 meetings; ensure clear expectations and progress.
• Drive operational excellence and cost-to-serve optimizations.
• Ensure service delivery aligns with SLAs and client reporting requirements.
• Manage staffing, workflow, and headcount based on volumes and shifts.
• Review monthly P&L and ensure timely invoicing and budget adherence.
• Foster client relationships and identify growth opportunities.

Skills

People leadership

Client service

Communication

Project management

Team development

Performance management

Change management

Strategic planning

Data-driven decisions

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

RRD is seeking a Site Account Manager to lead operations and deliver superior client service for complex, multi-service contracts. You will empower teams, optimize workflows, and drive continuous improvement in performance, cost efficiency, and client satisfaction.

Responsibilities include talent management, financial oversight, and ongoing collaboration with clients to identify growth opportunities. Strong leadership and communication are essential to success in this role.