Account Manager/Workplace Services

The Millennium Group•New York, NY

14d

About The Position

Now is a great time to join our growing company! The Millennium Group (TMG) is an award-winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30+ years of success in the industry Position Objective: The Account Manager provides single-point leadership for an enterprise-wide operational service support team. This role is responsible for driving operational excellence through consultative leadership, analytical problem-solving, strategic vision, and accountability. The Account Manager champions best-in-class, standardized operating procedures (SOPs) to improve efficiency, reduce costs, and support continuous improvement across the enterprise.This position reports to TMG Directors and Regional Operations leadership and serves as the primary operational liaison aligned with the designated senior client relationship.

Requirements

Bachelor's degree from an accredited four-year college or university preferred, or equivalent combination of education and related experience.
Minimum of 2–3 years of progressively responsible experience managing a large service or operations-based team.
Strong proficiency in the Microsoft Office suite, including Word, Excel, PowerPoint, Outlook, and Teams.
Demonstrated ability to effectively partner with all levels of management and build strong, collaborative working relationships.
Strong analytical and problem-solving skills with the ability to assess operations and implement effective solutions and process improvements.
Exceptional leadership capabilities with a proven track record of hiring, engaging, developing, and retaining high-performing teams.
Proven success working in a team-oriented environment and building productive relationships with colleagues, leadership, and clients.
Ability to plan, prioritize, and successfully execute multiple projects and deliverables with minimal supervision.
Demonstrated experience managing and leading remote or geographically dispersed teams.
Ability to balance tactical operational needs with strategic decision-making.
Willingness and ability to obtain required professional certifications within established time frames:CCEP certification within one (1) year, if not already obtained
Additional relevant certifications as required within two (2) years

Responsibilities

Provide overall operational leadership and accountability across assigned sites, ensuring alignment with TMG goals, objectives, and client expectations.
Establish clear performance goals and objectives for site leadership and operational teams.
Ensure consistent execution of standardized SOPs across all locations.
Manage daily operational priorities, including Opening and Closing Checklist processes using daily workload queues through the TMG service portal.
Oversee escalation management and provide structured resolution for operational issues.
Lead and manage ongoing projects and initiatives, including:
Continuous improvement efforts
Marketing and communication initiatives:
Staffing, development, and employee recognition
Strategic planning and operational enhancements
Review and analyze monthly site reports to ensure performance trends, risks, and opportunities are identified and addressed.
Conduct Monthly Account Team Reviews and meetings to ensure quality, productivity, and service standards are consistently met.
Ensure daily, weekly, and monthly production targets are achieved.
Supervise staff across multiple locations, including daily activities, goal setting, team meetings, performance evaluations, and coaching.
Support hiring, on boarding, disciplinary actions, and corrective performance management as needed.
Promote a culture of accountability, engagement, and continuous improvement.
Manage service delivery across multiple states and locations, ensuring Service Level Agreements (SLAs) and quality metrics are met or exceeded.
Maintain strong alignment with senior client stakeholders, serving as a trusted operational partner.
Identify, recommend, and implement service enhancements and value-added solutions that align with client objectives.
Deliver exceptional customer service at all times, ensuring responsiveness, professionalism, and proactive communication.