Senior Client & Operations Leader - Multi-Site

RR Donnelley & Sons; Miami (FL); On-site; USD 61,000 - 97,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off

401(k) with company match

Parental leave

Tuition assistance

Employee discounts

Job summary

RR Donnelley & Sons seeks a Senior Account Manager to lead client services and operations across Miami, Boca Raton, and Atlanta. You will manage on-site operations, oversee budgeting and profitability, and develop a high-performing, hospitality-minded team dedicated to delivering exceptional service.

The role emphasizes strategic relationship management, cross-location collaboration, and data-driven insights to drive improvements and client satisfaction in a fast-paced professional environment.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 6+ years of leadership in client services, operations management, hospitality, legal services, banking, professional services, or similar customer-centric environments.
• Demonstrated success managing client relationships and overseeing complex service delivery operations.
• Strong financial acumen, including budgeting, forecasting, reporting, and P&L responsibility.
• Proven ability to present data, operational metrics, and business recommendations to senior stakeholders.
• Experience leading and developing teams in a multi-site environment.
• Exceptional interpersonal, communication, presentation, and negotiation skills.
• Hospitality-minded leadership style with a genuine passion for supporting clients, teams, and business partners.

Responsibilities

• Serve as the primary point of contact and trusted advisor for senior client stakeholders across multiple office locations
• Build and maintain strong client relationships through proactive communication, partnership, and exceptional service delivery
• Lead monthly and quarterly business reviews, presenting operational metrics, performance data, service trends, and strategic recommendations
• Identify opportunities for process improvement, service enhancements, and innovation initiatives that create value for the client
• Partner with clients to understand evolving business needs and implement solutions that improve efficiency and service outcomes
• Effectively negotiate solutions, resolve escalations, and drive positive outcomes for both the client and business
• Provide operational oversight for Miami, Boca Raton, and Atlanta service teams
• Travel periodically to Boca Raton and Atlanta locations to maintain strong stakeholder relationships
• Ensure all locations meet or exceed contractual obligations, service level agreements, quality standards, and client expectations
• Lead operational planning, workflow optimization, resource allocation, and continuous improvement initiatives
• Utilize reporting tools and operational data to manage performance, productivity, staffing, and quality outcomes
• Drive a culture of accountability, excellence, and proactive problem-solving across all sites
• Own account financial performance, including budget management, forecasting, reporting, and profitability
• Review and manage monthly profit and loss statements, labor allocations, invoicing, and operational expenses
• Identify opportunities to improve operational efficiency while maintaining exceptional service standards
• Partner with finance teams on budgeting, forecasting, and strategic business planning activities
• Make informed business decisions that positively impact account performance and client satisfaction
• Lead, coach, and develop a team of approximately 5-10 employees across multiple locations
• Foster a positive, inclusive, and high-performing team culture focused on collaboration, accountability, and service excellence
• Manage the full employee lifecycle, including recruitment, onboarding, training, performance management, succession planning, and employee development
• Serve as a visible and approachable leader who inspires trust, engagement, and strong team performance
• Promote cross-training and professional development opportunities to strengthen team capability and service continuity
• Build trusted partnerships with key client stakeholders across all locations
• Deliver consistently high levels of client and employee satisfaction
• Successfully manage account financial performance and achieving profitability targets
• Implement innovative operational improvements that enhance service delivery and efficiency
• Develop engaged, high-performing teams that embody a positive, service-focused culture
• Create a seamless service experience across Miami, Boca Raton, and Atlanta operations

Skills

Leadership experience

Client relationship management

Operational excellence

Financial acumen

Presentation of data

Multi-site leadership

Hospitality-minded leadership

Negotiation

Team motivation

Education

Bachelor's degree or equivalent professional experience

Tools

Microsoft Office

Excel

PowerPoint

CRM software

Job description

RR Donnelley & Sons seeks a Senior Account Manager to lead client services and operations across Miami, Boca Raton, and Atlanta. You will manage on-site operations, oversee budgeting and profitability, and develop a high-performing, hospitality-minded team dedicated to delivering exceptional service.

The role emphasizes strategic relationship management, cross-location collaboration, and data-driven insights to drive improvements and client satisfaction in a fast-paced professional environment.