Operations Manager - Legal

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

• Compensation: USD 83,000 - USD 87,000 - yearly

Company Description

Bring your operational heat to the Valley of the Sun and lead a team where efficiency meets excellence.

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.

Job Description

Pay: $83,000 - $87,000

Schedule: 8am-5pm / flexibility required

Hybrid: 3 days onsite 2 days remote after 90 probation or other

The Operations Manager is an operations leader who will communicate a vision for how Williams Lea best serves our clients across single or multiple service offerings, and who empowers and enables their team to bring that vision to life. The role focuses on executing service delivery, delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team growth and development.

Job duties

(* denotes an “essential function”)

• 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
• 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 – escalated 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

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

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

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

• Various health insurance options & wellness plans (Medical, Dental, Vision, Prescription Drug)
• 401k Retirement Savings Plan Including Employer Match
• Paid Time Off (PTO)
• Life Insurance
• Short-term & Long-term Disability
• Domestic Partner Coverage
• Legal Assistance
• Employee Assistance Program (EAP)
• Additional Employee Perks and Discounts

Additional Information

It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity of expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing.

At RRD, we value innovation, authenticity, and integrity. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools during interviews to ensure an authentic and secure experience. We appreciate your cooperation as we work to maintain a transparent and equitable hiring process.

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.