Operations Manager - Hybrid Leader Driving Excellence

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

Benefits offered by this job

Health insurance

401k Retirement Plan

Paid Time Off

Life Insurance

Parental Leave

Disability insurance

Flexible Spending Accounts

Job summary

Williams Lea in Phoenix, AZ seeks an Operations Manager to lead service delivery and drive operational excellence across client accounts. You will empower teams, manage cost-to-serve initiatives, and foster continuous improvement while ensuring client satisfaction.

The role requires a strong track record in leadership, financial oversight, and multi-service delivery, with a flexible schedule (hybrid, 3 onsite days). A degree and 5+ years in management are expected.

Qualifications

• A 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
• 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
• Must be able to meet deadlines and complete all projects in a timely manner
• Able to handle sensitive and/or confidential documents and information
• Able to make independent decisions that conform to business needs and policy
• Must be able to interact effectively with multi-functional and diverse backgrounds
• Able to work in a fast-paced environment
• Must be self-motivated with positive can-do attitude
• Intermediate to expert level Microsoft Office skillset

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 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, 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 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.
• Establish, execute, and sustain quality service delivery through SOPs, account planning, and achieving metrics for client satisfaction and 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; inform client/manager of issues and propose solutions to avoid future issues; resolve issues escalated by the client.
• Manage staffing and workflow volumes; justify headcount based on volumes and allocate staffing by shift or service line.

Skills

People leadership

Client service

Team development

Communication

Financial management

HR management

Decision making

MS Office

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

Williams Lea in Phoenix, AZ seeks an Operations Manager to lead service delivery and drive operational excellence across client accounts. You will empower teams, manage cost-to-serve initiatives, and foster continuous improvement while ensuring client satisfaction.

The role requires a strong track record in leadership, financial oversight, and multi-service delivery, with a flexible schedule (hybrid, 3 onsite days). A degree and 5+ years in management are expected.