National Records Operations Manager

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

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) with company match

Life insurance

Parental leave

Tuition assistance

Adoption assistance

Employer discounts

Job summary

Williams Lea is seeking a National Records Manager to lead operations across client accounts, driving service delivery excellence and continuous improvement. The role emphasizes people leadership, governance of SLAs, and proactive client reporting.

The position requires 5+ years of leadership in service environments, strong MS Office skills, and a track record of improving contract performance. This is a full-time role with a focus on responsive, data-driven management.

Qualifications

• Bachelor’s degree or equivalent experience is required.
• Over 5 years of leadership in a customer service environment.
• Proven track record implementing solutions to improve contract performance.
• Excellent client service skills with a service-minded approach.
• Experience delivering complex multi-service solutions for clients.
• Two years of financial management; understanding of P&L.

Responsibilities

• Oversee contracted operations to meet contract and client needs while addressing employees' needs.
• Develop a highly functioning client team through People Leadership.
• Manage full employee lifecycle for direct and indirect reports.
• Ensure reports comply with policies, SLAs, quality standards; take corrective action when needed.
• Communicate regularly with employees; hold team and 1:1 meetings to review expectations and progress.
• Foster cross-training to optimize client service delivery.
• Establish and sustain quality service delivery through SOPs, planning, and metrics.

Skills

People leadership

Client service

Communication

MS Office

Financial acumen

Education

Bachelor’s degree or equivalent experience

Tools

MS Office

Job description

Williams Lea is seeking a National Records Manager to lead operations across client accounts, driving service delivery excellence and continuous improvement. The role emphasizes people leadership, governance of SLAs, and proactive client reporting.

The position requires 5+ years of leadership in service environments, strong MS Office skills, and a track record of improving contract performance. This is a full-time role with a focus on responsive, data-driven management.