Lead Document Production Associate - Legal

RR Donnelley • New York, NY

1d • $24 - $34

About The Position

The Lead Document Production Associate delivers timely, accurate document production and exceptional customer service to client personnel. The role handles complex edits, conversions, formatting, document creation, comparisons, and other production requests in a high-volume, high-pressure environment. It requires expert knowledge of document-production software and the ability to troubleshoot software and hardware issues and train other team members. The position is responsible for day-to-day production for a shift or site, including quality, accuracy, consistency, and timely delivery of work.

The Lead Associate coordinates work requests, clarifies instructions, negotiates deadlines, and identifies alternative solutions when needed. The role supports the Supervisor or Manager with administrative procedures, communicates about capacity and technical issues, maintains adherence to company policies, and helps ensure coordination across shifts. It also supports staff development and performance management, facilitates production and staff meetings, and implements or revises procedures to meet client needs and improve productivity.

Requirements

• Bachelor’s degree or equivalent, with years of experience able to substitute.
• At least 6 years of prior office experience, word processing, or document production experience.
• Expert knowledge of the Microsoft Office suite.
• Expert software application troubleshooting skills.
• Expert knowledge of firm-supported software and the computer skills needed to use it.
• Proficiency with department-specific equipment, technology, software, hardware, and related applications as necessary to perform job functions.
• Ability and willingness to learn new software packages as software requirements change.
• Ability to articulate ideas, motivate a team, and follow policies and procedures to manage client expectations and promote a healthy work environment.
• Attention to detail, with an emphasis on accuracy and quality.
• Strong verbal and written communication and interpersonal relationship-building skills, including by email and telephone.
• Ability to work in a fast-paced, deadline-driven team environment.
• Ability to prioritize multiple projects and remain professional when handling immediate or escalated deadlines or issues.
• Good judgment, organizational skills, sound decision-making, and a solutions-oriented approach, including the ability to ask for and follow directions.
• Ability to work independently and collaboratively as part of a team.
• Ability to handle sensitive or confidential documents and information.
• Understanding of and ability to execute hands-on customer service.
• Ability to assign appropriate priority to work requests based on experience and established guidelines.
• Detail-oriented, with the ability to manage or work on multiple projects simultaneously.

Nice To Haves

• MS Office (Word, Excel, PowerPoint) certification.
• Experience with tape and/or audio file transcription.
• At least 1 year of supervisory experience.

Responsibilities

• Intake client work requests, clarify instructions, negotiate deadlines, and seek alternate solutions when needed.
• Use advanced knowledge to complete complex or advanced requests and assist with other work requests as needed.
• Ensure consistency, accuracy, quality, and timely delivery of production work.
• Model professional conduct when working with client requesters and handling client requests.
• Respond to customer inquiries and complaints promptly and professionally.
• Assist the Supervisor or Manager with implementing administrative procedures and systems.
• Communicate regularly with the Supervisor or Manager about capacity, response times, and technical issues.
• Maintain team adherence to company policies covering conduct, attire, performance, and attendance.
• Coordinate production across shifts to meet or exceed client expectations for quality, timeliness, and service.
• Promote continuous service improvement and relationship building with clients, and encourage staff ideas to improve service quality or productivity.
• Train more junior staff members as needed.
• Collaborate with team members and maintain open, flexible communication.
• Facilitate regular production and staff meetings.
• Contribute to and attend individual team member performance-management meetings with the Supervisor or Manager.
• Recommend individual development goals and training to the Supervisor or Manager.
• Monitor and encourage progress on team members’ training, performance, and development plans.
• Implement new procedures or revise existing procedures to meet client needs and improve productivity or utilization.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Disability insurance
• 401(k) with company match
• Life insurance
• Voluntary supplemental insurance coverage
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior