Senior Client Accounts & Operations Leader

RRD Company; New York (NY); On-site; USD 99,000 - 159,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Paid time off

Job summary

RRD Company is hiring for a Sr. Manager - Client Accounts to lead operations, deliver service excellence, and optimize cost-to-serve models for large client accounts.

The role emphasizes developing high-performing teams, enforcing SLAs, and driving continuous improvement across multiple service lines. The position requires extensive leadership experience in customer service environments, strong financial management, and the ability to manage complex client relationships with a focus on

Qualifications

• A Bachelor’s degree or equivalent experience is required
• Over 6 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 four years of successful financial management; demonstrated record of managing day-to-day and strategic decisions that impact P&L
• Able to make independent financial decisions for scope of responsibility
• Minimum of four 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 with responsibilities for full lifecycle of direct and indirect reports
• Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work
• Engage in regular and consistent communication with employees, hold regular team meetings and 1:1 meetings
• 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 and goals
• Understand how Engage operates and use its data for client reporting and performance management
• Drive continuous improvement; communicate proposed solutions to avoid issues and resolve escalations
• Manage staffing and workflow volumes; justify headcount based on volumes and allocate resources
• Review monthly P&L and labor allocations; create and distribute monthly invoices; participate in budget processes
• Create and present monthly CSR; gather client feedback and discuss process improvements
• Identify opportunities for account growth and new services through client communication
• Adhere to policies and participate in due diligence, implementation for new business

Job description

RRD Company is hiring for a Sr. Manager - Client Accounts to lead operations, deliver service excellence, and optimize cost-to-serve models for large client accounts.

The role emphasizes developing high-performing teams, enforcing SLAs, and driving continuous improvement across multiple service lines. The position requires extensive leadership experience in customer service environments, strong financial management, and the ability to manage complex client relationships with a focus on