Operations Manager - Legal (Hybrid)

RR Donnelley; Phoenix (AZ); Hybrid; USD 77,000 - 94,000; Full time

Benefits offered by this job

Medical, Dental, Vision coverage

401k with company match

Paid Time Off (PTO)

Life Insurance

Disability insurance

Job summary

Williams Lea, by RRD, is seeking an Operations Manager in Phoenix to lead client service delivery, optimize cost-to-serve, and drive continuous improvement across multiple service lines. The role prioritizes strong people leadership and managing complex operations in a fast-paced environment.

You will oversee the end-to-end staff lifecycle, implement SOPs, report on performance, and collaborate with clients to exceed expectations.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years leadership and people-management experience in a customer-service environment.
• Proven track record improving client, service, or contract performance.
• Excellent client service skills with a service-minded approach.
• Experience delivering and managing complex multi-service solutions.
• Financial management experience and ability to make independent decisions.
• Experience managing employee lifecycle from onboarding to offboarding.
• Team culture building and continuous improvement focus.
• Attention to detail and strong organizational skills.

Responsibilities

• Oversee contracted operation(s) to meet client needs and employee requirements.
• Lead the client-facing team to high performance.
• Manage full employee lifecycle including hiring, onboarding, training, performance reviews, and offboarding.
• Ensure compliance with policies and SLAs.
• Communicate regularly with employees and hold team/1:1 meetings.
• Foster cross-training to optimize service delivery.
• Establish and sustain quality service delivery with SOPs and metrics.
• Ensure Engage is used for client reporting.
• Drive continuous improvement and resolve issues; communicate solutions.
• Manage staffing and workflow volumes and headcount justification.
• Review monthly P&L, labor allocations, invoicing, budgeting.
• Manage client relationships and present CSR meetings.

Skills

People leadership

Financial management

Client service

Account management

Communication

Team development

HR processes

Data analysis

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Job description

Company Description

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

Williams Lea, by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries.

We’re a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we’re the behind-the-scenes team making everything run smoothly.

Job Description

Pay: $85,000 (non-negotiable)

Schedule: Monday through Friday, 8:00 am - 5:00pm/ 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

• 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 – escalation 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

Benefits:

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

Additional Information

The national pay range for this role is $64,500 - $98,000/ year. The pay range may be slightly lower or higher based on the geographic location of the hired employee. The actual pay offered may vary based upon, but not limited to: education, skills, experience, proficiency, performance, shift and location. In addition to base salary, depending on the role, the total compensation package may also include participation in a bonus, commission or incentive program. RRD offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, maternity leave, adoption assistance, and employer/partner discounts.

RRD is an Equal Opportunity Employer, including disability/veterans

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.