Document Production Lead – Onsite Ops & Quality

RR Donnelley & Sons; Wheeling (WV); On-site; USD 53,500 - 80,200; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Paid time off

Parental leave, adoption assistance

Tuition assistance

Employee discounts

Job summary

RR Donnelley & Sons is seeking a Document Production Supervisor to lead the Columbus-based team in delivering accurate document production, proofreading, and word processing services. The role focuses on achieving client satisfaction through defined SOPs, SLA adherence, and ongoing staff development.

Candidates should bring leadership experience, strong communication, and a client-centric mindset. The position requires a Bachelor's degree or equivalent experience, with a background in legal

Qualifications

• Bachelor's degree or equivalent experience required.
• 2+ years' experience supervising, preferably in a legal, banking or other large corporate environment.
• 3+ years' experience in legal document production or legal word processing.
• Advanced knowledge of MS Office; ability to create, format, edit charts, graphs, styles, table of contents, macros, etc.
• Strong grammar and composition skills for editing and proofreading.
• Use of manager self-service systems and experience with centralized HR functions preferred.
• Basic financial understanding of how day-to-day decisions impact P&L.
• Ability to foster a team culture of high performance and continuous improvement focusing on client satisfaction.
• Excellent client service skills with a service-minded approach toward the client.
• Able to interact effectively with multi-functional and diverse backgrounds.
• Self-motivated with positive can-do attitude.
• Able to handle sensitive and/or confidential documents and information.

Responsibilities

• Supervise the team's day-to-day work assignments in document production services, including document production, word processing, proofreading; supervise projects and ad hoc requests to ensure timely and accurate completion.
• Ensure quality service delivery through SOPs, alignment with account plan, and achieving metrics to ensure client satisfaction and employee performance.
• Respond to customer inquiries promptly; keep client and manager informed of significant issues and propose solutions to avoid future issues.
• Responsible for employee lifecycle including interviewing, onboarding, training, planning for key roles, and off-boarding management.
• Ensure team member compliance with policies, SLAs and quality standards; apply corrective action when necessary.
• Enable team members to perform by setting goals, identifying priorities, and providing regular feedback and meetings.
• Staffing and workload management using workflow systems; allocate resources by shift or service line.
• Prepare administrative reports and processes related to people and production on time and to standard.
• Support manager with P&L activities; understand impact of overtime and time-off to avoid non-billable charges.
• May support materials for CSR or QBRs; possess strong knowledge of client businesses and impact of services.
• Foster cross-training and teamwork to optimize client service delivery; may train junior staff as needed.

Skills

Team supervision

Client service

Communication skills

Problem solving

Multitasking

Self-motivation

Quality focus

Education

Bachelor's degree or equivalent experience

Tools

MS Office

Job description

RR Donnelley & Sons is seeking a Document Production Supervisor to lead the Columbus-based team in delivering accurate document production, proofreading, and word processing services. The role focuses on achieving client satisfaction through defined SOPs, SLA adherence, and ongoing staff development.

Candidates should bring leadership experience, strong communication, and a client-centric mindset. The position requires a Bachelor's degree or equivalent experience, with a background in legal