Senior Client Success & Operations Leader

RRD; Washington (District of Columbia); On-site; USD 110,000 - 125,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) with company match

Life insurance

Paid time off

Parental leave

Tuition assistance

Employee discounts

Job summary

RRD is seeking a National Records Manager to lead operations, improve service delivery, and develop a high-performing team for our contractual accounts. The role emphasizes achieving client satisfaction, implementing optimized cost-to-serve models, and driving continuous improvement across multiple service lines.

The position requires a bachelor’s degree and a proven track record in managing people and finances in a customer-focused environment.

Qualifications

• Bachelor’s degree or equivalent experience is required.
• Proven track record of leading teams in a customer service environment.
• Excellent client service skills with a service-minded approach.
• Experience delivering complex multi-service solutions for clients.
• Strong financial acumen and ability to manage P&L.
• Ability to make independent decisions aligned with business needs.

Responsibilities

• Oversee contracted operations to meet client needs and support employees.
• Provide leadership to develop a high-functioning client team and manage full employee lifecycle.
• Maintain regular communication with staff and hold team meetings to discuss performance and goals.
• Drive operational excellence, standardize service delivery, and monitor SLA adherence.
• Utilize data and Engage reporting to guide decisions and client reporting.
• Manage staffing, workflow, and budgets to align with contract requirements.
• Foster continuous improvement and identify opportunities for account growth.

Skills

Leadership

Client service

Communication

MS Office

Data analysis

Education

Bachelor's degree

Tools

Microsoft Office

Job description

RRD is seeking a National Records Manager to lead operations, improve service delivery, and develop a high-performing team for our contractual accounts. The role emphasizes achieving client satisfaction, implementing optimized cost-to-serve models, and driving continuous improvement across multiple service lines.

The position requires a bachelor’s degree and a proven track record in managing people and finances in a customer-focused environment.