Lead Creative Services Project Manager

RR Donnelley•Atlanta, GA

8d•Onsite

About The Position

The Lead Creative Services Project Manager leads a project management team to deliver on client expectations and internal performance targets. The role provides operational oversight for project execution, balances team workloads and resources, owns client satisfaction and retention for an assigned book of business, strengthens client partnerships, and identifies opportunities to improve service and grow the business. This is an onsite position.

Requirements

Bachelor’s degree in a related discipline.
At least 5 years of related experience, including client services or account-facing experience.
Strong understanding of client experience drivers and escalation triggers; confident communication with clients and internal partners.
Ability to apply project management best practices to manage scope, schedules, quality, risks, and client expectations.
Performance management and employee development skills, including coaching and team development.
Analytical thinking to diagnose issues, interpret performance trends, and recommend improvements.
Resource planning and prioritization skills, aligning team capacity and skills with client and business priorities.
Ability to influence cross-functional partnerships and collaboration to resolve issues and support business objectives.
Effective conflict resolution and sound escalation judgment.
Ability to lead process improvements and contribute to strategic initiatives.

Responsibilities

Set team goals and manage performance to meet delivery, quality, and client satisfaction targets.
Oversee day-to-day client services and project management operations, ensuring projects are delivered on time, within scope, and according to client expectations.
Review incoming work and assign projects based on team capacity, skill sets, and client and business priorities; execute staffing plans and resource schedules.
Lead internal team meetings to review priorities, address risks, and ensure team alignment.
Resolve complex client and project issues with cross-functional partners.
Monitor client health, service-level agreements, and operational metrics; identify trends and take corrective action.
Build and maintain strong client relationships through proactive communication, responsiveness, service excellence, and client-facing meetings.
Partner with account and commercial teams, leadership, and clients to align project execution with business objectives and support renewal readiness and growth.
Develop talent through coaching, performance management, onboarding, training, and cross-training.
Ensure consistent application of project management processes, procedures, service standards, and quality expectations; identify risks and service improvements that strengthen customer satisfaction, retention, and team performance.
Represent the Project Management organization in strategic planning and continuous improvement.

Benefits

Medical coverage
Dental coverage
Vision coverage
Paid time off
Disability insurance
401(k) with company match
Life insurance
Voluntary supplemental insurance coverages
Parental leave
Adoption assistance
Tuition assistance
Employer and partner discounts
Depending on the role, participation in a bonus, commission, or incentive program may be included in total compensation.