Operations Leader: Client Success & Growth (Hybrid)

RRD Company; Phoenix, Northern (AZ, KY); Hybrid; USD 83,000 - 87,000; Full time

Benefits offered by this job

Health insurance

401k match

Paid PTO

Life insurance

Disability coverage

Domestic partner coverage

Employee assistance program

Perks and discounts

Job summary

Williams Lea in Phoenix, AZ is seeking an Operations Manager to lead client service delivery and drive continuous improvement. The role focuses on executing service delivery, optimizing cost-to-serve, and team development across a multi-service environment.

You will oversee recruitment, onboarding, performance management, and adherence to SLAs, while fostering a high-performance culture and ensuring exceptional client satisfaction. Hybrid work: 3 days on-site, 2 days remote after probation.

Qualifications

• Bachelor's degree or equivalent experience is required.
• 5+ years of leadership experience in a customer service environment.
• Proven ability to deliver and manage multi-service solutions.
• Strong client service mindset and communication skills.
• Experience with financial management and P&L awareness.

Responsibilities

• Oversee contracted operations to meet contract and client needs.
• Develop a high-functioning client team through people leadership.
• Manage end-to-end employee lifecycle for direct and indirect reports.
• Ensure compliance with SLAs, policies, and quality standards.
• Lead regular team meetings and 1:1s to drive performance and development.
• Drive continuous improvement and cost-to-serve optimization.

Skills

People leadership

Financial mgmt

Client service

HR knowledge

Communication

Cross-functional teamwork

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Williams Lea in Phoenix, AZ is seeking an Operations Manager to lead client service delivery and drive continuous improvement. The role focuses on executing service delivery, optimizing cost-to-serve, and team development across a multi-service environment.

You will oversee recruitment, onboarding, performance management, and adherence to SLAs, while fostering a high-performance culture and ensuring exceptional client satisfaction. Hybrid work: 3 days on-site, 2 days remote after probation.