Site Account Manager

RR Donnelley • Boston, MA

19d • Onsite

About The Position

The Site Account Manager is an operations leader responsible for communicating a vision for how Williams Lea serves clients across one or more service offerings and enabling the team to deliver it. The role focuses on service delivery, operational excellence, optimized cost-to-serve models, continuous improvement, and employee growth and development.

The manager oversees contracted operations to meet client and contract needs while supporting employees. Responsibilities span people leadership, operational service delivery, financial and contractual management, and client relationships. The role also participates in due diligence and implementation for new business and follows Williams Lea and client-site policies.

The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. RRD lists a current salary range of $85,000 to $95,000 per year; the range may vary by location and compensation factors. Depending on the role, total compensation may also include a bonus, commission, or incentive program.

Requirements

• Bachelor’s degree or equivalent experience.
• More than 5 years of experience and a proven track record as a recognized leader and people manager in a customer-service-intensive environment.
• 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 2 years of successful financial management experience and a general understanding of how day-to-day and strategic decisions affect profit and loss.
• Ability to make independent financial decisions within the scope of responsibility.
• At least 2 years of people-management experience supporting the employee lifecycle from onboarding through offboarding, including use of manager self-service systems and experience with centralized HR functions.
• Ability to foster a high-performance, continuous-improvement team culture that values learning, quality, and client satisfaction.
• Attention to detail and demonstrated organizational skills.
• Ability to meet deadlines and complete projects in a timely manner.
• Ability to handle sensitive or confidential documents and information.
• Ability to make independent decisions that conform to business needs and policy.
• Ability to interact effectively with people from diverse and multifunctional backgrounds.
• Ability to work in a fast-paced environment.
• Self-motivated, positive, can-do attitude.
• Intermediate to expert-level Microsoft Office skills.

Responsibilities

• Oversee contracted operations to ensure contract and client needs are met while addressing employee needs.
• Lead the employee lifecycle for direct and indirect reports, including hiring, onboarding, training, development, performance management, succession planning, and offboarding.
• Ensure employees understand and comply with company and client policies, service level agreements, and quality expectations; use corrective action when needed.
• Communicate consistently with employees through team and individual meetings, clarifying expectations and discussing performance, goals, and development.
• Foster cross-training and teamwork to optimize client service delivery.
• Establish and sustain quality service delivery through standard operating procedures, account planning, and agreed metrics and goals.
• Ensure the team implements and uses Engage according to best practices; understand its data and use its output for client reporting and to manage workflow, quality, and performance.
• Drive continuous improvement, communicate significant or potential issues and proposed solutions, and resolve client escalations in a timely manner.
• Manage staffing and workflow volumes, using workflow management systems to justify headcount and allocate staff by shift or service line.
• Review monthly profit and loss statements 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 that meet contractual requirements.
• Participate in budgeting and ensure operational processes are managed to timeline and budget.
• Create and present monthly Client Service Reviews, discuss data and process-improvement ideas, and support informed client decisions.
• Regularly solicit client feedback and educate clients on existing and available Williams Lea services and their potential business impact.
• Identify account-growth opportunities, new services, and solutions to client challenges; escalate opportunities to the manager.
• Participate in or lead due diligence and implementation of people, process, and technology for new business within assigned client accounts, and participate on other or new client accounts.
• Adhere to Williams Lea 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
• Potential participation in a bonus, commission, or incentive program, depending on the role

What This Job Offers

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