Hospitality-Driven Client Ops Lead - Multi-Site, Onsite

RRD Company; Miami (FL); On-site; USD 92,000 - 147,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Tuition assistance

Parental leave

Job summary

RRD Company located in Downtown Miami/Brickell gateway is seeking a Senior Account Manager to lead on-site operations across Miami, Boca Raton, and Atlanta. You will manage client relationships, oversee service delivery, and report on performance while driving profitability and innovation.

The role focuses on delivering exceptional client service in a highly professional environment, with a hospitality-minded leadership style and a track record of building high-performing teams.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 6+ years of leadership experience within client services, operations management, hospitality, legal services, banking, professional services, or similar customer-centric environments.
• Demonstrated success managing client relationships and overseeing complex service delivery operations.
• Strong financial acumen, including experience managing budgets, forecasting, reporting, and P&L responsibility.

Responsibilities

• Serve as the primary point of contact and trusted advisor for senior client stakeholders across multiple office locations.
• Build and maintain strong client relationships through proactive communication, partnership, and exceptional service delivery.
• Lead monthly and quarterly business reviews, presenting operational metrics, performance data, service trends, and strategic recommendations.
• Identify opportunities for process improvement, service enhancements, and innovation initiatives that create value for the client.
• Partner with clients to understand evolving business needs and implement solutions that improve efficiency and service outcomes.
• Effectively negotiate solutions, resolve escalations, and drive positive outcomes for both the client and business.
• Provide operational oversight for Miami, Boca Raton, and Atlanta service teams.
• Travel periodically to Boca Raton and Atlanta locations to maintain stakeholder relationships and ensure consistent service standards.
• Ensure all locations meet or exceed contractual obligations, service level agreements, quality standards, and client expectations.
• Lead operational planning, workflow optimization, resource allocation, and continuous improvement initiatives.
• Utilize reporting tools and operational data to manage performance, productivity, staffing, and quality outcomes.
• Drive a culture of accountability, excellence, and proactive problem-solving across all sites.
• Own account financial performance, including budget management, forecasting, reporting, and profitability.
• Review and manage monthly profit and loss statements, labor allocations, invoicing, and operational expenses.
• Identify opportunities to improve operational efficiency while maintaining exceptional service standards.
• Partner with finance teams on budgeting, forecasting, and strategic business planning activities.
• Make informed business decisions that positively impact account performance and client satisfaction.
• Lead, coach, and develop a team of approximately 5-10 employees across multiple locations.
• Foster a positive, inclusive, and high-performing team culture focused on collaboration, accountability, and service excellence.
• Manage the full employee lifecycle, including recruitment, onboarding, training, performance management, succession planning, and employee development.
• Serve as a visible and approachable leader who inspires trust, engagement, and strong team performance.
• Promote cross-training and professional development opportunities to strengthen team capability and service continuity.

Skills

Leadership

Client relationships

Financial acumen

Stakeholder communication

Negotiation

Team development

Hospitality mindset

Education

Bachelor's degree or equivalent

Tools

Microsoft Excel

PowerPoint

Reporting tools

Job description

RRD Company located in Downtown Miami/Brickell gateway is seeking a Senior Account Manager to lead on-site operations across Miami, Boca Raton, and Atlanta. You will manage client relationships, oversee service delivery, and report on performance while driving profitability and innovation.

The role focuses on delivering exceptional client service in a highly professional environment, with a hospitality-minded leadership style and a track record of building high-performing teams.