Sr. Manager - Operations

Job description

The Sr. Manager - Operations- Legal Services 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 (3) Account Manager and (1) Supervisor responsible 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 effectively influencing stakeholders to adopt courses of action on critical, complex, or sensitive matters. Ensure cross-functional collaboration and build trust with internal and external customers to drive success. Process Improvement and Issue Resolution: Proactively identifying and resolving 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 to achieve the best outcomes. 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 through leadership oversight 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 the timely completion and delivery of performance reviews, ensuring managers facilitate promotions, pay increases, disciplinary actions, and terminations as needed. Provide strategic input into budget development and maintain oversight of budget execution. Bachelors Degree in relevant discipline required Bachelors degree and at least 8 years of prior leadership and management experience with in-depth knowledge and experience with industry related issues required, or a Graduate degree and at least 6 years of prior leadership and management experience. Ability to adapt messaging for different audiences, including Sr 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. RRD's current salary range for this role is $100,000 to $104,000 / year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts. Shift: Monday to Friday, 8:00am to 5:00pm #GOC #LI-0925 #li-onsite #WLNAT RRD is an Equal Opportunity Employer, including disability/veterans At RRD, we value innovation, authenticity, and integrity. To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools during interviews to ensure an authentic and secure experience. We appreciate your cooperation as we work to maintain a transparent and equitable hiring process. All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen. 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 world-wide 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.