Hybrid Operations Leader, Client Services & Strategy

RR Donnelley; Arizona; Hybrid; USD 65,000 - 98,000; Full time

Benefits offered by this job

Health insurance

401k Retirement Savings Plan

Paid Time Off

Job summary

Williams Lea, by RRD, announced a leadership role in a dynamic, client-facing environment in the Phoenix area. The position oversees contracted operations, develops and guides a high-performing team, and ensures alignment with client SLAs and financial targets.

The role emphasizes end-to-end employee lifecycle management, cross-functional collaboration, and strategic operational improvements to deliver exceptional client service and measurable results.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years of experience and a proven track record as a leader in a customer service environment.
• Experience delivering and managing complex multi-service solutions for clients.
• Strong financial acumen and ability to understand P&L implications.

Responsibilities

• Oversee contracted operations to meet client needs and support employees.
• Lead the client team and manage end-to-end employee lifecycle (hiring, onboarding, development, performance, succession).
• Ensure policies, SLAs, and quality standards are followed; drive regular team communications and performance reviews.
• Drive quality service delivery through SOPs, account planning, and KPI achievement.
• Manage staffing, workflow volumes, and budget to meet timeline and budget objectives.

Skills

Leadership

Client service

Financial management

People management

MS Office

Education

Bachelor's degree

Tools

MS Office

Job description

Williams Lea, by RRD, announced a leadership role in a dynamic, client-facing environment in the Phoenix area. The position oversees contracted operations, develops and guides a high-performing team, and ensures alignment with client SLAs and financial targets.

The role emphasizes end-to-end employee lifecycle management, cross-functional collaboration, and strategic operational improvements to deliver exceptional client service and measurable results.