Senior Site Operations & Client Lead

RR Donnelley; Boston (MA); On-site; USD 85,000 - 136,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

401(k) with company match

Paid time off

Parental leave

Tuition assistance

Job summary

RR Donnelley, Boston-based, is seeking an Site Account Manager to lead operations, align service delivery with client needs, and empower teams. Schedule: Mon–Fri, 8:00am–5:00pm, with focus on cost-to-serve optimization and continuous improvement.

The role emphasizes staffing, performance management, and client satisfaction, including regular CSR reviews and data-driven decision-making to improve outcomes.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years leading teams in service environments.
• Strong client service and communication skills.

Responsibilities

• Oversee contracted operation to meet client needs and address employee needs.
• Lead client team and foster high performing culture.
• Manage full employee lifecycle for direct and indirect reports.
• Ensure compliance with SLAs and company/client policies; take corrective action when needed.
• Maintain regular communication with the team and clients; set expectations and monitor progress.
• Foster cross-training to optimize service delivery.
• Meet or exceed client expectations through quality service delivery and metrics.
• Utilize Engage for client reporting and data-driven management.
• Drive continuous improvement and timely issue resolution with stakeholders.
• Allocate staffing resources and manage workflow by shift/service line.

Skills

People leadership

Client service

Financial management

Operations management

Strategic planning

Education

Bachelor's degree

Tools

Microsoft Office

Job description

RR Donnelley, Boston-based, is seeking an Site Account Manager to lead operations, align service delivery with client needs, and empower teams. Schedule: Mon–Fri, 8:00am–5:00pm, with focus on cost-to-serve optimization and continuous improvement.

The role emphasizes staffing, performance management, and client satisfaction, including regular CSR reviews and data-driven decision-making to improve outcomes.