Senior Client Success & Operations Leader

RRD; Chicago (IL); On-site; USD 110,000 - 125,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with company match

Paid time off

Life insurance

Disability insurance

Tuition assistance

Parental leave

Adoption assistance

Employee discounts

Job summary

Williams Lea is seeking a National Records Manager to lead operations across client service offerings, driving operational excellence and cost-to-serve optimization. You will manage a client team, oversee hiring and development, ensure SLA adherence, leverage data for reporting, and advance continuous improvement.

This role emphasizes leadership, financial stewardship, and a strong client focus across complex service lines.

Qualifications

• A Bachelor’s degree or equivalent experience is required.
• Over 5 years’ experience leading people in a customer service intensive environment.
• Demonstrated track record implementing solutions that improve contract performance.
• Excellent client service skills with a service-minded approach.
• Proven experience delivering and managing complex multi-service solutions for clients.
• Minimum of two years of financial management with understanding of P&L.
• Two+ years of people management spanning onboarding to offboarding.
• Ability to foster a high-performance team focused on client satisfaction.
• Attention to detail with strong organizational skills.
• Able to meet deadlines and handle confidential information.
• Ability to work with multi-functional and diverse teams.
• Strong proficiency in Microsoft Office.

Responsibilities

• Oversee contracted operation(s) to meet client needs and address employee needs.
• People Leadership – develop a highly functioning client team; manage full lifecycle of staff.
• Ensure direct/indirect reports comply with policies, SLAs, and quality expectations.
• Communicate with employees; hold regular team meetings and 1:1s to discuss progress.
• Foster cross-training to optimize client service delivery.
• Operational Leadership – meet or exceed client expectations via SOPs, planning and metrics.
• Understand Engage operations and use its data for reporting.
• Drive continuous improvement and communicate solutions to avoid issues.
• Manage staffing and workflow volumes; allocate staffing by shift or service line.
• Financial and Contractual Management – review monthly P&L and invoicing; budget adherence.
• Customer & Account Leadership – manage client relationships and present CSR.
• Identify opportunities for account growth and process improvements.
• Adhere to policies and participate in due diligence for new business.

Skills

People Leadership

Operational Leadership

Financial Management

Client Relationship Management

Team Development

Communication

Strategic Planning

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

Williams Lea is seeking a National Records Manager to lead operations across client service offerings, driving operational excellence and cost-to-serve optimization. You will manage a client team, oversee hiring and development, ensure SLA adherence, leverage data for reporting, and advance continuous improvement.

This role emphasizes leadership, financial stewardship, and a strong client focus across complex service lines.