Hybrid Operations Leader – Client Services & Efficiency

RRD; Phoenix (AZ); Hybrid; USD 65,000 - 98,000; Full time

Benefits offered by this job

Health insurance

401k plan with employer match

Paid Time Off (PTO)

Life Insurance

Parental Leave

Disability insurance

Flexible Spending Accounts

Commuter benefits

Employee discounts

Job summary

Williams Lea, by RRD is a global business support services company seeking an Operations Manager to lead a client-facing team and drive service delivery across multiple offerings. The role emphasizes achieving client satisfaction, cost control, and continuous improvement within a hybrid work model and a Monday–Friday schedule.

The position requires 5+ years of leadership, strong financial acumen, and the ability to manage complex client solutions while developing staff.

Qualifications

• Bachelor’s degree or equivalent experience is required.
• Over 5 years’ experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment
• Demonstrated ability to deliver solutions that improve client, service or contract performance
• Excellent client service skills with a service-minded approach toward the client
• Proven experience in the delivery and management of complex or multi-service solutions for clients
• Minimum of two years of successful financial management; understanding of P&L
• Minimum of two years people management experience from onboarding to offboarding
• Able to foster a team culture of high performance and continuous improvement
• Attention to detail with strong organizational skills
• Ability to meet deadlines and complete all projects in a timely manner
• Able to handle sensitive and confidential documents and information
• Able to make independent decisions that conform to business needs and policy
• Must interact effectively with multi-functional and diverse backgrounds
• Able to work in a fast-paced environment
• Self-motivated with positive can-do attitude
• Intermediate to expert level Microsoft Office skillset

Responsibilities

• Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
• People Leadership – develop a highly functioning client team
• Responsible for full employee lifecycle of direct and indirect reports including interviewing, hiring, onboarding, on-the-job training, development, performance reviews, and succession planning
• Ensure reports are compliant with company/client policies, SLAs and expected quality of work
• Engage in regular communication with employees and hold team/1:1 meetings to discuss expectations and progress
• Foster cross-training to optimize client service delivery
• Establish, execute, and sustain quality service delivery through SOPs, account planning, and metrics
• Drive continuous improvement; communicate solutions to avoid issues
• Manage staffing and workflow volumes; allocate staffing resources by shift
• Review monthly P&L and labor allocations; manage overtime and non-billable charges
• Create and distribute monthly invoice to meet contractual requirements
• Participate in budget processes; manage operations to timeline and budget
• Manage relationships with clients to ensure high satisfaction; present CSR and improvements
• Identify opportunities for account growth and new services; escalate as needed
• Participate in due diligence for new business within client accounts
• Adhere to company policies and client site policies

Skills

People management

Leadership

Client service

Communication

Team building

Attention to detail

Deadline oriented

Problem solving

Cross-functional collaboration

Strategic thinking

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Job description

Williams Lea, by RRD is a global business support services company seeking an Operations Manager to lead a client-facing team and drive service delivery across multiple offerings. The role emphasizes achieving client satisfaction, cost control, and continuous improvement within a hybrid work model and a Monday–Friday schedule.

The position requires 5+ years of leadership, strong financial acumen, and the ability to manage complex client solutions while developing staff.