Operations & Client Success Lead - Account Growth

RRD; Boston (MA); On-site; USD 85,000 - 136,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Paid time off

Life insurance

Job summary

RRD is seeking a Site Account Manager to lead client service delivery for complex, multi-service engagements. You will manage teams, optimize operations, and drive cost-to-serve improvements while ensuring contractual commitments.

The role emphasizes people and financial leadership, client satisfaction, and continuous improvement, with a Monday–Friday schedule and a competitive compensation package.

Qualifications

• Bachelor’s degree or equivalent experience is required.
• Over 5 years’ experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment.
• Demonstrated record implementing solutions that have resolved poor client, service or contract performance or difficult situations, or have improved or sustained satisfactory contract performance.
• Excellent client service skills with a service-minded approach toward the client.
• Proven experience in the delivery and management of complex or multi-service solutions for clients.
• Minimum of two years of successful financial management; general understanding of how day-to-day and strategic decisions that impact P&L.
• Able to make independent financial decisions for scope of responsibility.
• Minimum of two years people management experience supporting employee lifecycle from onboarding to offboarding; use of manager self-service systems and experience with centralized HR functions.
• Able to foster a team culture of high performance and continuous improvement that values learning and a commitment to quality, with an emphasis on client satisfaction.
• Attention to detail with demonstrated organizational skills.

Responsibilities

• Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees.
• People Leadership – develop a highly functioning client team.
• Responsible for full employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management.
• Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary.
• Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development.
• Foster cross-training and a sense of team work to optimize client service delivery.
• Operational Leadership – ensure account meet or exceed client expectations.
• Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance.
• Ensure Engage is implemented and utilized by team according to best practices.
• Understand how Engage operates, the data it requires and generates.
• Utilize Engage output for client reporting at an expert level and use data to manage team, workflow, quality and individual performance.
• Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; timely resolve issues escalated by the client.
• Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly.
• Financial and Contractual Management – Review monthly P&L and submit necessary changes to financial analyst.
• Review all labor allocations; manage over-time and time-off to avoid non-billable charges.
• Create and distribute monthly invoice, ensuring it meets contractual requirements.
• Participate in the budget process; ensure all operational processes are managed to timeline and budget.
• Customer & Account Leadership – Manage relationships with clients by ensuring a high level of customer satisfaction.
• Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making.
• Solicit feedback from clients (client outreach) regularly.
• Educate clients on Williams Lea services already provided and those available through strong sense of the client’s business and the impact our services may have on their success.
• Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – elevate opportunities to manager.
• Other – Participate or lead due diligence, implementation (people, process, technology) for new business within own client account(s); participate on other or new client accounts.
• Adhere to Williams Lea policies in addition to client site policies.

Skills

People leadership

Operational leadership

Financial management

Customer service

Attention to detail

Team collaboration

Communication

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Job description

RRD is seeking a Site Account Manager to lead client service delivery for complex, multi-service engagements. You will manage teams, optimize operations, and drive cost-to-serve improvements while ensuring contractual commitments.

The role emphasizes people and financial leadership, client satisfaction, and continuous improvement, with a Monday–Friday schedule and a competitive compensation package.