Operations & Client Services Manager

RR Donnelley; Dallas (TX); On-site; USD 61,650 - 75,350; Full time

Benefits offered by this job

Medical, dental, vision

401(k) match

Paid time off

Disability insurance

Life insurance

Tuition assistance

Parental leave

Adoption assistance

Employee discounts

Job summary

RRD is seeking an Office Services Manager to lead operations and optimize service delivery across client accounts. You will empower the team to execute the vision, manage costs, and drive continuous improvement.

The role emphasizes people leadership, client satisfaction, and strong coordination across service lines. You will oversee budgets, staffing, and performance, ensuring adherence to SLAs and contractual requirements while fostering a culture of quality and accountability.

Qualifications

• A Bachelor’s degree or equivalent experience is required.
• Over 5 years’ experience and a proven track record of being a leader in a customer service environment.
• Demonstrated record implementing solutions that resolve client or contract issues and improve performance.
• Excellent client service skills with a service-minded approach.
• Proven delivery and management of complex or multi-service solutions for clients.
• Minimum of two years of financial management; understanding of P&L decisions.
• Able to make independent financial decisions within scope of responsibility.
• Two years of people management experience from onboarding to offboarding; HR systems experience.

Responsibilities

• Oversee contracted operation(s) to ensure client needs are met and employees are supported.
• Develop a high-functioning client team and manage full employee lifecycle.
• Communicate regularly with employees through meetings and 1:1s to align on goals and development.
• Drive quality service delivery through SOPs, account planning, and metrics.
• Utilize Engage for client reporting and data-driven management of team performance.
• Drive continuous improvement and timely issue resolution with client input.
• Manage staffing, workflow, and headcount based on volumes and service lines.
• Review monthly P&L and labor allocations; manage overtime and invoicing.

Skills

Leadership

Client service

Project management

Financial management

Strategic thinking

Communication

Team development

Policy compliance

Process improvement

Multitasking

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

RRD is seeking an Office Services Manager to lead operations and optimize service delivery across client accounts. You will empower the team to execute the vision, manage costs, and drive continuous improvement.

The role emphasizes people leadership, client satisfaction, and strong coordination across service lines. You will oversee budgets, staffing, and performance, ensuring adherence to SLAs and contractual requirements while fostering a culture of quality and accountability.