Site Account Leader - Client Ops & Team Growth

SmartRecruiters, Inc.; Boston (MA); On-site; USD 85,000 - 136,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

401(k) with company match

Life insurance

Parental leave

Tuition assistance

Employee discounts

Job summary

RRD seeks a Site Account Manager to lead operations, delivering service excellence and optimized cost-to-serve across contracted client operations. The role focuses on implementing continuous improvement initiatives and driving team growth and development to meet client expectations.

You will manage staff performance, oversee SLAs, and report on metrics while fostering a culture of high performance and collaboration to support client success.

Qualifications

• Bachelor’s degree or equivalent experience required.
• Over 5 years’ experience managing people in a customer service environment.
• Proven record of delivering solutions that improve performance or contract outcomes.
• Excellent client service skills with a service-minded approach.

Responsibilities

• Oversee contracted operations to meet contract and client needs and manage employees.
• Lead the client team and develop its capabilities.
• Oversee full employee lifecycle for direct and indirect reports.
• Ensure compliance with SLAs, policies, and quality expectations.
• Communicate with employees regularly to align on goals and performance.
• Foster cross-training to optimize service delivery.
• Lead financial management including P&L awareness, invoicing, and budget adherence.
• Manage staffing and workload volumes using workflow systems.
• Present monthly CSR and identify process improvements for the client.

Skills

Client service

People leadership

Operations management

Continuous improvement

Communication

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Job description

RRD seeks a Site Account Manager to lead operations, delivering service excellence and optimized cost-to-serve across contracted client operations. The role focuses on implementing continuous improvement initiatives and driving team growth and development to meet client expectations.

You will manage staff performance, oversee SLAs, and report on metrics while fostering a culture of high performance and collaboration to support client success.