Lead Document Production Associate - Legal

RRD Company; New York (NY); On-site; USD 32,000 - 47,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off

401(k) with company match

Life insurance

Job summary

Williams Lea by RRD is seeking a Lead Document Production Associate to deliver exceptional client service through accurate document production in a fast-paced environment. You will edit, convert, format, compare, and finalize documents while troubleshooting software/hardware issues and training others.

The role runs 1st shift, Monday–Friday, 8:30 am–5:30 pm, with a focus on quality, timeliness, and client satisfaction. Prior supervisory experience and strong IT skills are essential.

Qualifications

• Bachelor’s degree or equivalent; substitution allowed.
• Minimum 6 years of office experience, word processing or document production.
• Expert knowledge of Microsoft Office suite.
• Experience with tape and/or audio file transcription desired.
• Expert software application troubleshooting skills.
• Ability to learn new software packages.
• Supervisory experience; 1+ years preferred.
• Ability to articulate ideas, motivate the team and follow policies and procedures.

Responsibilities

• Intakes work requests from the client; clarifies instructions and negotiates deadlines.
• Uses advanced knowledge to complete complex work requests and assist with all requests.
• Produces work with consistency, accuracy and quality; focuses on accountability.
• Trains junior staff members and supports the Supervisor/Manager.
• Responds to customer inquiries and complaints professionally and timely.
• Communicates with Supervisor/Manager on capacity, issues, and technical problems.
• Maintains adherence to company policies and ensures client expectations are met.

Skills

Customer service

Attention to detail

Communication skills

Team leadership

Problem solving

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Transcription equipment

Job description

• Full-time
• Compensation: USD 23.51 - USD 33.85 - hourly

Company Description

Williams Lea by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world‑class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries.

We’re a people‑powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high‑volume print and digital communications, we’re the behind‑the‑scenes team making everything run smoothly

Job Description

An experienced position delivering exceptional customer service to our clients by providing timely and accurate document production. Expert experience in handling edits, conversions, formatting, creation, comparisons, etc. for requesting client personnel. The position requires expertise in software applications used for document production, as well as speed and accuracy in a high‑volume, high‑pressure production environment. The Lead Document production Associate has advanced ability to troubleshoot problems with software/hardware programs and provide instruction/training to others in the department. Role is responsible for the day-to-day production of work for a shift or site.

1st Shift, Monday-Friday, 8:30 am-5:30 pm

(* denotes an “essential function”)

• *Intakes work requests from the client; including clarification of job instructions and negotiation of deadlines with the requester. Seeks alternate solutions to deadline requests, as needed
• *Uses advanced knowledge to complete complex and/or advanced work requests; assists with all work requests, as needed
• *Responsible for production of work in terms of the consistency, accuracy, and quality of delivery. Focuses on individual accountability of team members and alternative planning, as needed
• *Exemplifies proper professional expectations for team members when dealing with client requesters and client work requests
• *Responds to customer inquiries and complaints in a timely and professional manner
• *Assists the Supervisor or Manager in implementation of administrative and/or other procedures or systems
• *Communicates regularly with the Supervisor or Manager on issues affecting capacity, response time, and/or technical issues relating to work requests
• *Maintains team’s adherence to company policies (conduct, attire, performance, attendance)
• *Ensures focus and coordination is present on and between shifts in the production of deliverables to the client in order to meet or exceed the client’s expectations for quality, timeliness and service
• *Helps to foster a proactive environment of continuous service enhancement and relationship building with the client; encourages staff to bring forward ideas to help service quality and/or productivity
• *Trains more junior staff members, as needed
• Works collaboratively, ensuring lines of communication remain open and flexible, within and across team members
• Actively facilitates regular production and staff meetings
• Contributes to and attends individual team member meetings with the Supervisor or Manager for performance management (reviews, warnings, feedback)
• Recommends individual development goals, training, etc. to Supervisor or Manager to enhance team skill levels
• Monitors and encourages achievement of team members’ training, performance, and development plans
• Implements new and/or revises existing procedures, as needed, to meet Client needs and improve productivity/utilization

Qualifications

• Bachelor’s degree or equivalent with years of experience able to substitute
• Minimum of 6 years prior office experience, word processing or document production experience
• Expert knowledge of Microsoft Office suite
• Experience with tape and/or audio file transcription desired
• Expert software application troubleshooting skills
• Expert knowledge of and requisite computer skills for the firm-supported software; proficiency in using department-specific equipment/technology/ software and hardware as necessary to perform job functions and related applications
• Software packages may be subject to change, based on work environment. Must have ability/desire to learn new software packages
• Supervisory experience; 1+ years preferred
• Ability to articulate ideas, motivate the team and follow policies and procedures to manage client expectations and promote a healthy work environment
• Attention to detail with emphasis on accuracy and quality
• Outstanding communication and interpersonal relationship building skills verbally, written, through email and by telephone
• Ability to work in a fast‑paced, deadline driven team environment
• Ability to prioritize work to balance multiple projects and maintain professional composure; especially when working with immediate or escalated deadlines or issues
• Good judgment and organizational skills with sound decision-making ability and solutions-oriented approach with the ability to ask for and follow directions.
• Ability to work both independently and collaboratively as part of a team
• Handle sensitive and/or confidential documents and information
• Understands the concept and can execute the strategy of hands‑on customer service
• Ability to assign the correct priority to work requests based on experience and following established guidelines
• Detail‑oriented, able to manage or work on multiple projects simultaneously

Additional Information

RRD's current salary range for this role is $23.51-33.85/hour. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

At RRD, we value innovation, authenticity, and integrity. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools during interviews to ensure an authentic and secure experience. We appreciate your cooperation as we work to maintain a transparent and equitable hiring process.

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.