Senior Account & Operations Leader

RR Donnelley; New York (NY); On-site; USD 85,000 - 136,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Life insurance

Parental leave

Tuition assistance

Paid time off

Job summary

RR Donnelley is seeking an Account Manager to lead client service delivery across multiple offerings and empower teams to execute the vision. You will focus on cost-to-serve optimization, continuous improvement, and staff development.

The role requires deep experience in customer service management, financial oversight, and a proven ability to drive contract performance while maintaining high client satisfaction. Expect a competitive package and growth opportunities.

Qualifications

• Bachelors degree or equivalent experience.
• 5+ years of leadership in a customer service environment.
• Track record of improving contract performance or resolving issues.
• Excellent client service with a service mindset.
• Experience delivering and managing complex multi-service solutions for clients.
• At least two years of financial management; understanding P&L implications.
• Ability to make independent financial decisions within scope.
• Two+ years of people management including onboarding to offboarding.
• Ability to foster high-performance teams and continuous improvement.
• Attention to detail and strong organizational skills.
• Ability to meet deadlines and handle confidential information.
• Ability to interact with diverse teams in a fast-paced environment.
• Self-motivated with a positive can-do attitude.
• Proficient in Microsoft Office.

Responsibilities

• Oversee contracted operation(s) to meet contract and client needs.
• Lead and develop a highly functioning client team.
• Manage full employee lifecycle for reports and team members.
• Ensure compliance with SLAs and company/client policies; apply corrective actions when needed.
• Maintain regular communication with the team and clients.
• Foster cross-training to optimize client service delivery.
• Establish, execute, and sustain quality service delivery and metrics.
• Utilize Engage data for client reporting and performance management.
• Drive continuous improvement and timely issue resolution.
• Plan staffing and workflow based on volumes; allocate resources by shift.

Skills

People leadership

Financial management

Client service

Project management

HR processes

MS Office

Education

Bachelors degree or equivalent

Tools

MS Office

Job description

RR Donnelley is seeking an Account Manager to lead client service delivery across multiple offerings and empower teams to execute the vision. You will focus on cost-to-serve optimization, continuous improvement, and staff development.

The role requires deep experience in customer service management, financial oversight, and a proven ability to drive contract performance while maintaining high client satisfaction. Expect a competitive package and growth opportunities.