Senior Client Operations Leader

RR Donnelley; New York (NY); On-site; USD 69,000 - 115,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Life insurance

Paid time off

Disability insurance

Parental leave

Tuition assistance

Employee discounts

Job summary

RR Donnelley is seeking a National Records Manager to lead operations and deliver exceptional client service across multiple service lines. You will drive service delivery, implement cost-to-serve improvements, and grow the team through development and performance management.

You will oversee staffing, ensure SLA compliance, and communicate with clients and leadership to sustain outcomes. A strong track record in leadership, financial oversight, and process improvement is required.

Qualifications

• Bachelor’s degree or equivalent experience required.
• Over 5 years leadership experience in a customer service environment.
• Proven record implementing improvements in contract performance or service delivery.
• Excellent client service mindset and communication skills.
• Experience delivering complex multi-service solutions for clients.
• Minimum 2 years of financial management experience; understand P&L.
• Ability to make independent financial decisions within scope.
• 2+ years of people management and staff lifecycle experience.
• Detail oriented with strong organizational skills and deadlines.
• Able to handle confidential information in a fast-paced setting.
• Proactive, self-motivated, with strong MS Office proficiency.

Responsibilities

• Oversee contracted operations to meet contract and client needs while addressing employee needs.
• Lead a highly functioning client team and develop talent.
• Manage full employee lifecycle for direct and indirect reports: hiring, onboarding, training, development, reviews, and offboarding.
• Ensure compliance with policies, SLAs, and quality standards; apply corrective actions when needed.
• Maintain regular communication with staff; conduct team and 1:1 meetings to align goals.
• Foster cross-training and teamwork to optimize client service delivery.
• Establish and sustain quality service delivery via SOPs, account planning, and metrics.
• Utilize Engage and report data for client reporting and performance management.
• Drive continuous improvement; inform managers of issues and propose solutions.
• Manage staffing and workflow volumes; justify headcount and allocate resources.

Skills

People leadership

Client service

Financial management

Communication

Continuous improvement

Team building

Decision making

Strategic planning

People management

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Workflow management system

Job description

RR Donnelley is seeking a National Records Manager to lead operations and deliver exceptional client service across multiple service lines. You will drive service delivery, implement cost-to-serve improvements, and grow the team through development and performance management.

You will oversee staffing, ensure SLA compliance, and communicate with clients and leadership to sustain outcomes. A strong track record in leadership, financial oversight, and process improvement is required.