Hybrid Operations Leader: Client Delivery & Growth

Rrdonnelley; Phoenix (AZ); Hybrid; USD 72,000 - 98,000; Full time

Job summary

Williams Lea in Phoenix, AZ is seeking an Operations Manager to lead service delivery, drive operational excellence, and develop teams across client accounts. The role focuses on cost-to-serve optimization, continuous improvement, and growth of staff and capabilities to meet client needs.

The position requires a Bachelor’s degree and 5+ years of leadership in a client-service environment, plus strong financial management. Hybrid work schedule: 3 days on site, 2 days remote after probation.

Qualifications

• Bachelor's degree or equivalent experience required.
• 5+ years' experience managing people in a customer service environment.

Responsibilities

• Oversee contracted operation to meet contract and client needs.
• Develop a highly functioning client team through people leadership.
• Manage full employee lifecycle for direct and indirect reports (hiring, onboarding, training, development, performance reviews).
• Ensure reports are compliant with policies, SLAs, and quality expectations.
• Communicate progress and expectations through regular team and 1:1 meetings.
• Foster cross-training to optimize client service delivery.
• Establish and sustain quality service delivery via SOPs, account planning, and metrics.

Skills

People Leadership

Team Development

Hiring & Onboarding

Performance Management

Client Service

Communication

Education

Bachelor's degree

Job description

Williams Lea in Phoenix, AZ is seeking an Operations Manager to lead service delivery, drive operational excellence, and develop teams across client accounts. The role focuses on cost-to-serve optimization, continuous improvement, and growth of staff and capabilities to meet client needs.

The position requires a Bachelor’s degree and 5+ years of leadership in a client-service environment, plus strong financial management. Hybrid work schedule: 3 days on site, 2 days remote after probation.