Document Production Supervisor

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

Company Description

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry's most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

Job Description

Shift: 11 am - 8 pm ET (2nd) Monday - Friday

The Document Production Supervisor is an independent leader, helping manage day-to-day people, operations and client needs across single or multiple service offerings. The supervisor empowers and enables their team to execute service delivery, deliver operational excellence, and supports their team members' growth and development.

Williams Lea is hiring for a Document Production Supervisor to work onsite at our Columbus office.

Responsibilities

• (* denotes an "essential function")
• *Supervise the team's day-to-day work assignments in document production services, including but not limited to document production, word processing, proofreading; includes supervision of projects and ad hoc requests to ensure efficient, accurate completion within deadlines
• *Ensure quality service delivery through standard operating procedures, alignment with account plan, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
• *Respond to customer inquiries in a timely and professional manner; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client to ensure a high level of customer satisfaction
• *Responsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, planning for key roles, and off-boarding management
• *Ensure team member compliance with company and client policies, service level agreements (SLAs) and expected quality of work, utilize corrective action when necessary
• *Enable team members to perform through setting goals and objectives, identifying priorities, and providing regular and consistent communication using ongoing performance feedback, individual and group meetings
• *Supervise staffing and workflow volumes; use workflow management system to effectively utilize headcount based on work volumes and allocate staffing resources by shift or service line accordingly
• *Execute required administrative reports, activities, processes related to the people and/or production both on time and in accordance with appropriate standards of operation
• *Support manager with P&L activities; understand impact of overtime and time-off to avoid non-billable charges
• *May support materials included in monthly Client Service Review (CSR) or Quarterly Business Reviews (QBRs)
• *Have a strong knowledge of the client's businesses and the impact of our services
• *Foster cross-training and a sense of team work to optimize client service delivery
• *May train more junior staff members, as needed

Qualifications

• A Bachelor's degree or equivalent experience is required
• 2+ years' experience supervising, preferably in a legal, banking or other large corporate environment preferred
• 3+ years' experience in legal document production or legal word processing preferred
• Advanced knowledge of software within MS Office with ability to create, format, edit charts, graphs, styles, table of contents, macros, etc.
• Strong in grammar and composition rules required 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
• Able to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfaction
• Excellent client service skills with a service-minded approach toward the client
• Able to make independent decisions that conform to business needs and policy
• Detailed and organized; demonstrated experience prioritizing competing requests in a fast-paced environment and under tight deadlines
• Exceptional communication skills, both written and verbal
• Must be able to interact effectively with multi-functional and diverse backgrounds
• Must be self-motivated with positive can-do attitude
• Able to handle sensitive and/or confidential documents and information

Additional Information

The salary range for this role at the noted RRD location is $53,500 -$80,200 annually. Starting pay decisions are determined based on multiple factors including but not limited to relevant education, qualifications, skills, experience, certifications, proficiency, performance, shift, location, and other business needs. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include overtime, shift differential, call-in, and/or stand-by pay. 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.

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

RRD is an Equal Opportunity Employer, including disability/veterans