Law Firm Operations & Client Services Lead

RRD; Washington (District of Columbia); On-site; USD 77,000 - 94,000; Full time

Job summary

RRD is seeking a Law Firm Office Services Manager to lead operations across service offerings for client accounts, driving delivery excellence and cost‑to‑serve optimization. You will empower a client team and ensure alignment with SLAs and policies.

You will manage day‑to‑day operations, guide performance, and use data to improve workflow, quality, and client outcomes. This role focuses on leadership, accountability, and continuous improvement within a fast‑paced environment.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years of leadership in a customer service environment.
• Proven track record delivering multi‑service solutions and improving performance.
• Strong client service skills with a service‑minded approach.
• Experience managing P&L and financial decisions at scope of responsibility.
• At least 2 years of people management, onboarding to offboarding.

Responsibilities

• Oversee contracted operation(s) to meet client and contract needs while supporting employees.
• Lead client teams, provide onboarding, development, and performance management.
• Drive quality service delivery via SOPs, account planning, and metrics.
• Manage Engage usage, data reporting, and client communications.
• Spearhead continuous improvement and resolve issues with proposed solutions.
• Manage staffing, workflow, and headcount justification based on volumes.
• Handle monthly P&L reviews, labor allocations, and invoicing.
• Maintain strong client relationships and present CSR reviews for service improvement.

Skills

People leadership

Operational leadership

Client service

Contract management

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Job description

RRD is seeking a Law Firm Office Services Manager to lead operations across service offerings for client accounts, driving delivery excellence and cost‑to‑serve optimization. You will empower a client team and ensure alignment with SLAs and policies.

You will manage day‑to‑day operations, guide performance, and use data to improve workflow, quality, and client outcomes. This role focuses on leadership, accountability, and continuous improvement within a fast‑paced environment.