Operations Leader: Client Delivery & Growth

RR Donnelley; Phoenix (AZ); Hybrid; USD 83,000 - 87,000; Full time

Benefits offered by this job

Health insurance

401k Retirement Savings Plan Including

Paid Time Off (PTO)

Life Insurance

Short-term & Long-term Disability

Domestic Partner Coverage

Legal Assistance

Employee Assistance Program (EAP)

Job summary

Williams Lea is seeking an Operations Manager to lead client services and optimize delivery across multiple offerings. You will manage a team, define a vision for service delivery, and ensure strong performance against SLAs.

You will lead financial oversight, drive continuous improvement, and collaborate with clients and internal teams to deliver exceptional results in a hybrid environment with 3 days on site and 2 remote after probation.

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.
• Demonstrated record implementing solutions that improve contract performance or client satisfaction.
• Excellent client service skills with a service-minded approach toward the client.
• Ability to manage financials and the day-to-day impact on P&L.

Responsibilities

• Oversee contracted operation(s) to ensure client needs are met and employees are supported.
• Develop a highly functioning client team through leadership and coaching.
• Manage full employee lifecycle including hiring, onboarding, training, performance reviews, and succession planning.
• Ensure adherence to SLAs, policies, and quality standards with corrective actions as needed.
• Communicate regularly with team and clients; lead meetings and 1:1s to align on goals and progress.
• Lead continuous improvement to optimize service delivery and cost-to-serve.

Skills

People Leadership

Client Service

Financial Management

Microsoft Office

Team Management

Communication Skills

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Job description

Williams Lea is seeking an Operations Manager to lead client services and optimize delivery across multiple offerings. You will manage a team, define a vision for service delivery, and ensure strong performance against SLAs.

You will lead financial oversight, drive continuous improvement, and collaborate with clients and internal teams to deliver exceptional results in a hybrid environment with 3 days on site and 2 remote after probation.