Senior Office Services Account Manager

RR Donnelley • Los Angeles, CA

5d • Onsite

About The Position

The Senior Office Services Account Manager is a hands-on operations and people leader overseeing a multi-service team that delivers white-glove corporate hospitality, workplace, and business support services in a fast-paced law firm environment. The role leads reception, conference and meeting room management, catering, events, and visitor experience, while overseeing office operations, service delivery, budgeting, reporting, workflow, and team development. The manager partners with firm leadership and relevant administration, management, and HR stakeholders to maintain seamless operations, high service standards, and client satisfaction.

The position requires leading client-facing hospitality or workplace services teams, managing operational performance and financial accountability—including P&L oversight, month-end reporting, budgeting, and service-level delivery—and maintaining strong client relationships. The role is based fully onsite in Century City, Los Angeles, with up to 5% travel to San Francisco’s Financial District. The schedule is 40 hours per week, Monday through Friday, 8 a.m. to 5 p.m., with a 60-minute lunch; some flexibility is required.

Requirements

• Bachelor’s degree or equivalent experience.
• At least 6 years of experience leading hospitality, workplace experience, reprographics, office services, facilities, or reception within a law firm or banking environment, including people leadership, operational performance, and service excellence.
• Demonstrated ability to implement solutions that resolve poor client, service, or contract performance or difficult situations, or improve or sustain satisfactory contract performance.
• Excellent client-service skills and a service-minded approach.
• Proven experience delivering and managing complex or multi-service client solutions.
• At least 4 years of successful financial management, including day-to-day and strategic decisions affecting P&L.
• Ability to make independent financial decisions within the scope of responsibility.
• At least 4 years of people-management experience covering the employee lifecycle from onboarding through offboarding, including manager self-service systems and centralized HR functions.
• Ability to foster a high-performance, continuously improving team culture that values learning, quality, and client satisfaction.
• Strong attention to detail and organizational skills.
• Ability to meet deadlines and complete projects promptly.
• Ability to handle sensitive or confidential documents and information.
• Ability to make independent decisions consistent with business needs and policy.
• Ability to interact effectively with people from diverse backgrounds and across functions.
• Ability to work in a fast-paced environment.
• Self-motivated, positive, can-do attitude.
• Intermediate-to-expert Microsoft Office skills.
• Ability to travel up to 5%.

Responsibilities

• Oversee contracted operations to meet contract and client needs while addressing employee needs.
• Lead the full employee lifecycle for direct and indirect reports, including interviewing and hiring, onboarding, training, development, performance management, succession planning, and offboarding.
• Ensure team members understand and comply with company and client policies, service-level agreements, and quality expectations; use corrective action when needed.
• Communicate regularly with employees through team and one-on-one meetings to discuss expectations, performance, progress, development, and company and client information.
• Foster cross-training and teamwork to optimize service delivery.
• Establish and sustain quality service delivery through standard operating procedures, account planning, and agreed-upon metrics and goals.
• Ensure the team implements and uses Engage according to best practices; understand its inputs and outputs, and use its data for client reporting and team, workflow, quality, and individual performance management.
• Drive continuous improvement, keep the client and manager informed of actual or potential issues, propose preventive solutions, and resolve client escalations promptly.
• Manage staffing and workflow volumes, use workflow data to justify headcount, and allocate staff by shift or service line.
• Review monthly P&L and submit necessary changes to the financial analyst.
• Review labor allocations and manage overtime and time off to avoid non-billable charges.
• Create and distribute monthly invoices in accordance with contractual requirements.
• Participate in budgeting and ensure operational processes stay on schedule and within budget.
• Maintain client relationships and high customer satisfaction.
• Prepare and present monthly Client Service Reviews, interpret the data, and discuss process-improvement ideas and client benefits.
• Regularly solicit client feedback.
• Educate clients about existing and available Williams Lea services and how they may support the client’s business.
• Identify account-growth and new-service opportunities and solutions to client challenges; communicate opportunities to the manager.
• Participate in or lead due diligence and implementation of people, process, and technology for new business within assigned accounts; participate on other or new client accounts.
• Follow Williams Lea policies and client-site policies.

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
• Possible participation in a bonus, commission, or incentive program, depending on the role

What This Job Offers

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