Senior Operations & Client Service Leader

RRD; Los Angeles (CA); On-site; USD 99,000 - 159,000; Full time

Job summary

RRD is seeking a Sr. Account Manager to lead operations and deliver exceptional service for client contracts across national scopes.

This role focuses on executing service delivery, achieving operational excellence, and applying continuous improvement initiatives while growing and developing the team. The position requires strong leadership, extensive client-facing experience, and proven financial management.

Qualifications

• Bachelor’s degree or equivalent experience is required.
• Over 6 years’ experience and a proven track record of leading people in a customer service environment.
• Demonstrated record delivering and managing multi-service solutions for clients.
• Minimum of four years of financial management; managing day-to-day and strategic decisions that impact P&L.
• Four+ years of people management experience with lifecycle responsibilities.
• Ability to work with diverse backgrounds and meet deadlines.
• Proven ability to improve contract performance and client satisfaction.

Responsibilities

• Oversee contracted operation(s) to meet client needs and employee needs.
• People leadership: hire, onboard, develop, manage performance, and succession planning.
• Ensure policy and SLA compliance and communicate expectations and progress.
• Lead regular team meetings and 1:1 sessions to align goals and development.
• Drive cross-training and teamwork to optimize service delivery.
• Establish and sustain quality service delivery through SOPs and metrics.
• Utilize Engage for client reporting and drive data-driven improvements.
• Manage staffing and workflow volumes with headcount planning.
• Review monthly P&L and labor allocations; control non-billable charges.
• Handle client relationships and present service reviews for improvement.
• Identify opportunities for account growth and new services.

Skills

Client service skills

Leadership

Financial management

Communication

People management

Problem solving

Time management

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Job description

RRD is seeking a Sr. Account Manager to lead operations and deliver exceptional service for client contracts across national scopes.

This role focuses on executing service delivery, achieving operational excellence, and applying continuous improvement initiatives while growing and developing the team. The position requires strong leadership, extensive client-facing experience, and proven financial management.