Account Manager

RR Donnelley•Chicago, IL

1d•$85,000 - $136,000•Onsite

About The Position

The Account Manager, Client & Workplace Experience is an operations leader who communicates a clear vision for how Williams Lea best serves clients across assigned workplace, hospitality, facilities, office services, and client experience operations. This role empowers the team to bring that vision to life by executing service delivery, delivering operational excellence, supporting optimized cost-to-serve models, applying continuous improvement initiatives, and driving team growth and development.

Requirements

Bachelor's degree or equivalent experience required.
5+ years of workplace services, hospitality, office services, facilities, or related operational leadership experience within a corporate or professional services environment.
Prior experience managing multi-site operations, teams, and client relationships.
Strong client service, leadership, communication, organizational, financial judgment, problem-solving, and decision-making skills in a fast-paced, service-focused environment.
Proven experience managing operational performance, budgets, vendors, service standards, complex or multi-service solutions, and client relationships.
Demonstrated ability to improve or sustain client, service, financial, or contract performance through practical solutions and continuous improvement.
Proficient in Microsoft Office and workplace technology tools.
Ability to build strong stakeholder relationships, maintain confidentiality, and exercise sound judgment.
Ability to work effectively with multi-functional teams and diverse stakeholders while maintaining attention to detail and meeting deadlines.
Ability to travel within assigned locations as business needs require.

Responsibilities

Lead Client & Workplace Experience operations across assigned locations, ensuring delivery of consistent white-glove service standards and operational excellence.
Serve as the primary regional client partner and escalation point for service, operational, workforce, and workplace experience matters.
Support implementation of global service standards, governance practices, and continuous improvement initiatives.
Partner with stakeholders, vendors, and site leadership to deliver seamless workplace, hospitality, reception, facilities, and office services support.
Create and present regular Client Service Reviews, using service data and client feedback to identify process improvements, support informed decision-making, and demonstrate value to the client.
Identify opportunities for account growth, new services, and resolutions to client challenges, escalating opportunities to the manager as appropriate.
Lead, coach, and develop a team of approximately nine full-time employees, including front-line and supervisory roles, while fostering a culture of accountability, collaboration, and service excellence.
Oversee staffing, performance management, employee engagement, training, and workforce planning across assigned locations.
Manage the full employee lifecycle for direct and indirect reports, including interviewing and hiring, onboarding and induction, on-the-job training, professional development, performance reviews, goal setting, talent management, succession planning, and offboarding.
Maintain regular and consistent communication with employees through team meetings and individual 1:1s to share company and client information, clarify expectations, review performance, and discuss progress against goals and development.
Foster cross-training, teamwork, and a high-performance culture that supports learning, quality, collaboration, and client satisfaction.
Ensure compliance with company policies, client requirements, SOPs, and service standards.
Monitor service performance, operational metrics, inventories, vendor relationships, and workplace readiness across the region.
Partner with the Global Account Director on budgeting, forecasting, resource planning, and business reviews.
Identify operational risks and opportunities that enhance client satisfaction, efficiency, and account performance.
Participate in or lead due diligence and implementation activities for new business within assigned client accounts, including people, process, and technology readiness.