Hybrid Operations Leader - Client Excellence & Growth

RR Donnelley; Phoenix (AZ); Hybrid; USD 77,000 - 94,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

401k with company match

Paid Time Off (PTO)

Life Insurance

Disability insurance

Job summary

Williams Lea, by RRD, is seeking an Operations Manager in Phoenix to lead client service delivery, optimize cost-to-serve, and drive continuous improvement across multiple service lines. The role prioritizes strong people leadership and managing complex operations in a fast-paced environment.

You will oversee the end-to-end staff lifecycle, implement SOPs, report on performance, and collaborate with clients to exceed expectations.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years leadership and people-management experience in a customer-service environment.
• Proven track record improving client, service, or contract performance.
• Excellent client service skills with a service-minded approach.
• Experience delivering and managing complex multi-service solutions.
• Financial management experience and ability to make independent decisions.
• Experience managing employee lifecycle from onboarding to offboarding.
• Team culture building and continuous improvement focus.
• Attention to detail and strong organizational skills.

Responsibilities

• Oversee contracted operation(s) to meet client needs and employee requirements.
• Lead the client-facing team to high performance.
• Manage full employee lifecycle including hiring, onboarding, training, performance reviews, and offboarding.
• Ensure compliance with policies and SLAs.
• Communicate regularly with employees and hold team/1:1 meetings.
• Foster cross-training to optimize service delivery.
• Establish and sustain quality service delivery with SOPs and metrics.
• Ensure Engage is used for client reporting.
• Drive continuous improvement and resolve issues; communicate solutions.
• Manage staffing and workflow volumes and headcount justification.
• Review monthly P&L, labor allocations, invoicing, budgeting.
• Manage client relationships and present CSR meetings.

Skills

People leadership

Financial management

Client service

Account management

Communication

Team development

HR processes

Data analysis

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Job description

Williams Lea, by RRD, is seeking an Operations Manager in Phoenix to lead client service delivery, optimize cost-to-serve, and drive continuous improvement across multiple service lines. The role prioritizes strong people leadership and managing complex operations in a fast-paced environment.

You will oversee the end-to-end staff lifecycle, implement SOPs, report on performance, and collaborate with clients to exceed expectations.