Strategic Account Lead - Client Success & Operations

RR Donnelley; Washington (District of Columbia); On-site; USD 59,000 - 63,000; Full time

Job summary

RR Donnelley is seeking an Account Supervisor to independently lead day-to-day operations, people management, and client relationships within an account in Washington, DC.

You will oversee staffing, ensure SLA-driven service delivery, and drive continuous improvement while maintaining compliant processes. The role involves end-to-end responsibility for client satisfaction and employee performance, with a typical Monday–Friday schedule.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years' proven experience in a customer service environment, legal or financial services preferred.
• 3+ years' experience in office support including administrative, facilities, hospitality, reception, reprographics and mailroom.
• Understanding of USPS regulations.
• Understanding of reprographics equipment and usage.
• Intermediate MS Word and Excel skills.
• Basic PowerPoint skills.
• Basic P&L understanding a plus.
• Demonstrated experience prioritizing competing priorities under tight deadlines.
• Exceptional communication skills, both written and verbal.

Responsibilities

• Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees.
• Manage relationships with clients by ensuring a high level of customer satisfaction.
• Establish, execute, and sustain quality service delivery through SOPs, account planning, and achieving metrics and goals.
• Drive continuous improvement; inform client and manager of issues and propose solutions.
• Manage employee lifecycle including interviewing, onboarding, training, performance reviews, and development.
• Ensure reports understand policies, SLAs, and quality expectations; apply corrective actions as needed.
• Communicate regularly with staff; conduct team and 1:1 meetings to review progress.
• Manage staffing and workflow; allocate resources by shift and service line.
• Create monthly invoices and present CSR; discuss process improvements with client.

Skills

Customer service experience

Exceptional communication

Prioritization under deadlines

Education

Bachelor's degree or equivalent

Tools

MS Word

MS Excel

PowerPoint

Job description

RR Donnelley is seeking an Account Supervisor to independently lead day-to-day operations, people management, and client relationships within an account in Washington, DC.

You will oversee staffing, ensure SLA-driven service delivery, and drive continuous improvement while maintaining compliant processes. The role involves end-to-end responsibility for client satisfaction and employee performance, with a typical Monday–Friday schedule.