Strategic Records & Client Services Lead

RR Donnelley & Sons; Washington (District of Columbia); On-site; USD 115,000 - 140,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) with company match

Parental leave & tuition assistance

Job summary

Williams Lea seeks an experienced National Records Manager to lead service delivery across client accounts, driving operational excellence and cost-to-serve models. You will empower teams, implement continuous improvement, and grow talent within a fast-paced client environment.

The role focuses on people leadership, account management, and financial stewardship, with emphasis on SLA adherence, data-driven reporting, and cross-functional collaboration to elevate client outcomes.

Qualifications

• A Bachelor's degree or equivalent experience is required.
• Over 5 years' experience leading people in a customer service environment.
• Demonstrated record implementing solutions that resolve client or contract issues.
• Excellent client service skills with a service-minded approach.
• Two+ years of financial management experience including impact on P&L.
• Two+ years of people management experience and HR lifecycle responsibility.

Responsibilities

• Oversee contracted operations to meet client and contract needs.
• Develop and lead a high-performing client team.
• Drive quality service delivery through SOPs, account planning and metrics.
• Manage staffing and workflow volumes across shifts or service lines.
• Review monthly P&L and labor allocations; manage overtime.
• Build client relationships and present CSR for process improvements.
• Lead due diligence and implementation for new business within accounts.

Skills

People leadership

Client service

Financial management

Project management

Communications

HR processes

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

Williams Lea seeks an experienced National Records Manager to lead service delivery across client accounts, driving operational excellence and cost-to-serve models. You will empower teams, implement continuous improvement, and grow talent within a fast-paced client environment.

The role focuses on people leadership, account management, and financial stewardship, with emphasis on SLA adherence, data-driven reporting, and cross-functional collaboration to elevate client outcomes.