Senior Account & Operations Leader

RR Donnelley & Sons; New York (NY); On-site; USD 105,000 - 125,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

401(k) with company match

Parental leave

Adoption assistance

Life insurance

Employee discounts

Job summary

RR Donnelley & Sons in New York seeks an experienced National Records Manager to lead the Williams Lea client teams, driving service delivery, cost optimization, and continuous improvement. You will mentor staff, govern workflows, and align operations with SLAs, budgets, and quality standards.

The role emphasizes leadership of cross-functional teams, strong client relations, and financial stewardship to ensure client satisfaction and growth opportunities.

Qualifications

• Bachelor's degree or equivalent experience required.
• 5+ years of leadership in a customer service intensive environment.
• Proven record implementing solutions to improve contract performance.
• Excellent client service with a service-minded approach.
• Experience delivering and managing multi-service solutions.
• Financial management experience with P&L understanding.

Responsibilities

• Oversee contracted operations to meet client needs and staff needs.
• Lead client teams and manage full lifecycle of direct/indirect reports.
• Ensure compliance with SLAs, policies, and quality standards; address issues.
• Communicate with employees regularly; conduct 1:1 meetings and team meetings.
• Drive continuous improvement and manage staffing by workload and shift.
• Review monthly P&L, labor allocations, and billing; support budget processes.
• Manage client relationships and present CSR for process improvements.
• Educate clients on services and identify growth opportunities.

Skills

People leadership

Client service

Cross-functional collaboration

Communication skills

Team development

Microsoft Office

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

RR Donnelley & Sons in New York seeks an experienced National Records Manager to lead the Williams Lea client teams, driving service delivery, cost optimization, and continuous improvement. You will mentor staff, govern workflows, and align operations with SLAs, budgets, and quality standards.

The role emphasizes leadership of cross-functional teams, strong client relations, and financial stewardship to ensure client satisfaction and growth opportunities.