Sr. Manager – Office Services Operations

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and worldwide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

About the role

The Sr. Manager – Office Services Operations is an operations leader who will communicate a vision for how Williams Lea best serves our clients across national or multiple service offerings, and who empowers and enables their team to bring that vision to life. The role is responsible for the overall leadership, performance, and strategic direction of a large‑scale legal onsite services operation supporting law‑firm clients. This role oversees a team of three Account Managers and one Supervisor responsible for Print, Mail, Digital services, Reception & Hospitality, and Compliance Services. The Sr. Manager serves as the secondary operational leader under the direction of the Account Director, accountable for service delivery, financial performance, process optimization, client satisfaction, SLA attainment, and continuous improvement initiatives. The role requires knowledge of client vendor platforms, billing, team‑member development, and reporting analytics.

Responsibilities

• Customer Focus and Working Relationships: Ensure managers actively engage in the department’s processes by understanding client goals, aligning them with offered capabilities, and leading teams to develop and support campaigns and services that meet client needs. Guide managers in influencing stakeholders on critical, complex, or sensitive matters and build trust with internal and external customers to drive success.
• Process Improvement and Issue Resolution: Proactively identify and resolve highly complex and unique issues across multiple functional areas. Direct managers to take a broad, strategic approach to implementing innovative solutions while safeguarding business interests and relationships. Provide oversight and strategic direction in solution development, ensuring collaboration across departments and divisions, and ensure smooth execution of solutions, including client positioning and negotiation as needed.
• Workload Management: Lead and oversee a team through direct management of managers and employees to support the assigned vertical/region, ensuring workload balance to optimize resources and control costs. Direct the development and execution of management and functional strategies to drive revenue and profit growth. Leverage knowledge of various business segments to support managers in leadership roles and strategic planning initiatives.
• Evaluate and Reward Performance: Lead through reporting managers to establish clear expectations, assess performance against job requirements and objectives, and ensure regular feedback is provided. Guide managers in developing both leaders and individual contributors, implementing company policies, and leveraging reward tools to recognize high performers. Oversee timely completion and delivery of performance reviews, promotions, pay increases, disciplinary actions, and terminations as needed. Provide strategic input into budget development and maintain oversight of budget execution.

Qualifications

• Bachelor’s Degree in a relevant discipline (or graduate degree with at least 6 years of experience) and at least 8 years of prior leadership and management experience.
• Ability to adapt messaging for different audiences, including senior leaders, clients, and internal teams.
• Strong understanding of how messaging impacts the organization, customers, and business outcomes.
• Ability to create and deliver compelling presentations to influence decision‑makers and stakeholders.
• Deep understanding of CRM systems, data‑analytics tools, and enterprise workflow solutions (e.g., Salesforce, Tableau, Google Workspace, MS Office Suite).
• Ability to quickly learn new programs and functional areas, applying them to optimize team and business performance.
• Capability to train, mentor, and develop team members in best practices, business tools, and technology solutions.
• Demonstrated ability to analyze high‑impact business problems, evaluate critical elements, and develop innovative solutions.
• Strong understanding of how decisions impact operational efficiency, revenue growth, and client relationships.
• Ability to evaluate, redesign, and implement more effective workflows and service models.
• Ability to proactively identify challenges and implement solutions with minimal supervision.
• Experience managing fast‑paced, high‑production team environments while maintaining service excellence.

Pay

RRD's current salary range for this role is $100,000 to $104,000 per year. The range may be adjusted based on geographic location and other factors. Total compensation may also include participation in a bonus, commission, or incentive program.

Benefits

• Medical, dental, and vision coverage
• Paid time off
• Disability insurance
• 401(k) with company match
• Life insurance and other voluntary supplemental insurance coverages
• Parental leave and adoption assistance
• Tuition assistance
• Employer/partner discounts

Schedule

Shift: Monday to Friday, 8:00 am to 5:00 pm.