Senior Client Success & Operations Leader

RR Donnelley & Sons; New York (NY); On-site; USD 99,000 - 159,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Paid time off

Job summary

RR Donnelley & Sons in New York seeks a Sr. Manager - Client Accounts to lead operations, set a vision for service delivery, and empower the team to execute across national service offerings.

The role focuses on delivering operational excellence, cost-to-serve optimization, continuous improvement, and team development. Key duties include leading client accounts, managing P&L, driving standard operating procedures, and ensuring high client satisfaction with robust reporting and governance.

Qualifications

• Bachelor's degree or equivalent experience required.
• Over 6 years' experience and proven leadership in a customer service environment.
• Proven track record implementing solutions that resolve poor client or contract performance.
• Excellent client service skills with a service-minded approach.
• Experience delivering complex/multi-service solutions for clients.
• Minimum of four years financial management and P&L impact.
• Four years of people management experience and HR lifecycle involvement.
• Ability to foster high performance and continuous improvement.
• Strong organizational skills and deadline driven mindset.
• Ability to interact with multi-functional and diverse backgrounds.

Responsibilities

• Oversee contracted operation(s) to meet contract/client needs and support employees.
• People leadership: manage full employee lifecycle and ensure policy compliance.
• Communicate regularly with employees; conduct team and 1:1 meetings.
• Foster cross-training to optimize client service delivery.
• Operational leadership: ensure quality service delivery and meet metrics.
• Utilize Engage for client reporting and leverage data to manage teams.
• Drive continuous improvement and timely issue resolution.
• Manage staffing/workloads and justify headcount by volumes.
• Review monthly P&L and labor allocations; manage invoicing and budgets.
• Manage client relationships, present CSR, and seek opportunities for service improvements.

Skills

People leadership

Client service

Communication

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

RR Donnelley & Sons in New York seeks a Sr. Manager - Client Accounts to lead operations, set a vision for service delivery, and empower the team to execute across national service offerings.

The role focuses on delivering operational excellence, cost-to-serve optimization, continuous improvement, and team development. Key duties include leading client accounts, managing P&L, driving standard operating procedures, and ensuring high client satisfaction with robust reporting and governance.