National Records Operations Lead | Client Success

RR Donnelley & Sons; Chicago (IL); On-site; USD 110,000 - 125,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) with company match

Paid time off

Tuition assistance

Parental leave

Adoption assistance

Job summary

RR Donnelley & Sons is seeking a National Records Manager in Chicago, IL to lead operations across service offerings, drive excellence, and grow client value. You will empower teams, implement cost-to-serve models, and lead continuous improvement initiatives while ensuring compliance with SLAs and quality standards.

The role requires a Bachelor's degree or equivalent, 5+ years of leadership experience, and strong financial management skills.

Qualifications

• Bachelor's degree or equivalent experience required
• Over 5 years' leadership experience in a customer service environment
• Demonstrated track record implementing solutions to improve contract performance
• Excellent client service skills with a service-minded approach
• Experience delivering and managing complex multi-service solutions
• Financial management experience with P&L understanding
• People management experience from onboarding to offboarding; HR systems familiarity
• Ability to work in a fast-paced, multi-functional environment
• Strong organizational skills and attention to detail

Responsibilities

• Oversee contracted operation(s) to meet client needs and employee needs
• Lead a client team and manage full lifecycle of direct and indirect reports
• Communicate regularly with employees and hold team meetings to align on goals
• Foster cross-training and teamwork to optimize client service delivery
• Establish and sustain quality service delivery with SOPs and KPIs
• Utilize data and Engage for client reporting and performance management
• Drive continuous improvement and timely issue resolution
• Manage staffing and workflow to justify headcount and allocate resources
• Review monthly P&L and labor allocations; manage invoicing and budgets
• Develop client relationships and present CSR; identify growth opportunities

Skills

People leadership

Client relationship management

Project & process improvement

Financial management

Communication

Team collaboration

Education

Bachelor's degree or equivalent experience

Tools

MS Office

Job description

RR Donnelley & Sons is seeking a National Records Manager in Chicago, IL to lead operations across service offerings, drive excellence, and grow client value. You will empower teams, implement cost-to-serve models, and lead continuous improvement initiatives while ensuring compliance with SLAs and quality standards.

The role requires a Bachelor's degree or equivalent, 5+ years of leadership experience, and strong financial management skills.