Account Manager

The Millennium Group•Chicago, IL

13d

About The Position

The Account Manager oversees multi-site Workplace Experience and office support operations across five states, serving as the primary contact for client leadership. The role ensures standardized, high-quality service across reception, mailroom, shipping and receiving, visitor management, and facilities coordination while maintaining awareness of individual site needs. The Account Manager leads on-site staff through hiring, training, coaching, scheduling, cross-training, and performance management. The role monitors service and operational KPIs, improves workflows, maintains safety, security, and compliance standards, and reports on the team’s results and value. It also protects the client relationship and contract by addressing risks early and supporting renewals, expansions, and long-term partnership opportunities. Domestic travel between client sites is required occasionally, and reliable transportation is required for regular travel between Allstate sites.

Requirements

3–5 years of experience in multi-site operations, Workplace Experience, facilities services, or corporate services.
Proven experience managing frontline staff across multiple locations.
Strong background in client-facing service delivery and relationship management.
Deep understanding of reception, mailroom, shipping and receiving, visitor management, and facilities coordination.
Ability to analyze operational workflows, identify gaps, and implement process improvements.
Proficiency with MS Office (Outlook, Excel, and Word), ticketing systems, visitor management platforms, and mail/package tracking tools.
Strong knowledge of compliance, safety, and security protocols in corporate environments.
Ability to hire, train, coach, and evaluate staff across multiple sites; skilled in scheduling, coverage planning, and cross-training.
Strong conflict-resolution skills and ability to handle performance and conduct issues professionally.
Ability to maintain team morale, engagement, and accountability.
Excellent communication skills and ability to work with client leadership, stakeholders, and cross-functional teams.
Ability to translate client expectations into operational actions and measurable outcomes; skilled at presenting updates, metrics, and team impact.
Strong customer-service orientation and proactive, solution-driven mindset.
Understanding of contractual obligations, service-level expectations, and scope management; ability to identify risks and escalate appropriately.
Ability to manage multiple priorities across several locations, track KPIs, report results, and conduct operational analysis.
Ability to work independently with minimal supervision and maintain a professional demeanor representing TMG.
Reliable transportation for regular travel between Allstate sites.

Nice To Haves

Bachelor’s degree in Business Administration, Operations Management, Facilities Management, or a related field preferred.
Experience supporting contract renewals, expansions, and long-term client partnership strategies.

Responsibilities

Manage multi-site teams across five states and ensure consistent, high-quality service delivery across client sites.
Maintain standardized processes for Workplace Experience, reception, mailroom, shipping and receiving, and facilities support.
Oversee hiring, training, coaching, scheduling, cross-training, coverage, and performance management of on-site staff.
Serve as the primary escalation point for performance, conduct, and service issues.
Act as the primary contact for client leadership; understand client priorities and translate expectations into operational actions.
Monitor KPIs including service levels, turnaround times, customer satisfaction, and compliance, and implement operational improvements.
Ensure adherence to safety, security, and compliance standards.
Provide reporting, metrics, and insights that demonstrate the team’s operational impact and communicate improvements and service value.
Coordinate staffing, processes, and communication across locations, including support during volume spikes, absences, and special projects.
Ensure contractual obligations are met, identify and address risks early, and support renewals, expansions, and long-term partnership opportunities.
Maintain documentation, standard operating procedures, and site-specific workflows.
Travel domestically occasionally and travel regularly between Allstate sites.