Senior Records & Client Delivery Leader

RR Donnelley; Washington (District of Columbia); On-site; USD 98,000 - 132,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Parental leave

Tuition assistance

Life insurance

Job summary

RR Donnelley is seeking a National Records Manager in Washington, DC to lead operations across multiple service offerings, articulate a clear vision, and empower a high‑performing team to deliver exceptional client service. You will manage the full employee lifecycle, ensure SLAs are met, drive continuous improvement, and optimize cost-to-serve while maintaining compliance with policies and contracts.

The role requires a bachelor’s degree with 5+ years of leadership in customer‑facing

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years of leadership experience in a customer service‑intensive environment.
• Proven track record implementing solutions that improve contract performance.
• Excellent client service skills with a service‑minded approach.

Responsibilities

• Oversee contracted operation(s) to meet contract and client needs while addressing employee needs.
• Develop a highly functioning client team and lead the employee lifecycle for reports.
• Ensure compliance with policies, SLAs, and quality standards; apply corrective action when necessary.
• Communicate regularly with employees; hold team and 1:1 meetings to discuss expectations and performance.
• Foster cross-training to optimize client service delivery.
• Establish and sustain quality service delivery through SOPs, account planning, and metrics.

Skills

People leadership

Client service

Strategic planning

Communication

Continuous improvement

Budgeting/P&L

HR processes

Microsoft Office

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

RR Donnelley is seeking a National Records Manager in Washington, DC to lead operations across multiple service offerings, articulate a clear vision, and empower a high‑performing team to deliver exceptional client service. You will manage the full employee lifecycle, ensure SLAs are met, drive continuous improvement, and optimize cost-to-serve while maintaining compliance with policies and contracts.

The role requires a bachelor’s degree with 5+ years of leadership in customer‑facing