Site Account Leader & Client Success

RR Donnelley (RRD); Boston (MA); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

401(k) with company match

Life insurance

Job summary

RR Donnelley (RRD) seeks an experienced operations leader to oversee client accounts with a focus on delivering high‑quality service and performance. You will manage staff across the full employee lifecycle, maintain strong client relations, and ensure adherence to SLAs and policies.

Responsibilities include driving continuous improvement, leading a multidisciplinary team, and owning budgeting and financial oversight for the contract.

Qualifications

• Bachelor’s degree or equivalent experience is required.
• Over 5 years’ experience and a proven track record as a leader/manager in a customer service environment.
• Experience implementing solutions to improve contract performance or client satisfaction.
• Excellent client service skills with a service-minded approach.
• Experience delivering and managing complex multi-service solutions for clients.
• Financial management experience and ability to understand P&L decisions.
• Experience managing employee lifecycle from onboarding to offboarding; HR systems familiarity.

Responsibilities

• Oversee contracted operation(s) to meet contract and client needs while addressing employee needs.
• Lead and develop a high-performing client team.
• Manage full employee lifecycle for direct and indirect reports, including hiring, onboarding, training, performance reviews, and succession planning.
• Ensure compliance with company/client policies and SLAs; use corrective action as needed.
• Foster clear communication through regular team meetings and one-on-one sessions; drive performance against goals.
• Encourage cross-training to optimize client service delivery.
• Lead operational efforts to meet or exceed client expectations; implement SOPs and account planning.
• Ensure Engage is used for reporting and client insight; leverage data to manage team, workflow, and quality.
• Drive continuous improvement; identify and resolve issues, communicate solutions to clients.

Skills

People leadership

Client service

Financial management

Policy compliance

Office software

Communication

Attention to detail

Team building

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft Office

Job description

RR Donnelley (RRD) seeks an experienced operations leader to oversee client accounts with a focus on delivering high‑quality service and performance. You will manage staff across the full employee lifecycle, maintain strong client relations, and ensure adherence to SLAs and policies.

Responsibilities include driving continuous improvement, leading a multidisciplinary team, and owning budgeting and financial oversight for the contract.