Senior Account Manager
Senior Account Manager
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1 Vacancy
Job Description
The Senior Account Manager is a high-impact operations leader within Williams Lea responsible for overseeing a premier full-service guest and workplace experience program for a major global law firms largest U.S. office in New York City. This individual will lead a team of approximately 35 employees across key service areas including Concierge Reception Hospitality Events Print/Mail and Facilities services.
With a focus on white-glove client-facing services the role requires a polished strategic leader who thrives in high-end service environments. This position is fully onsite in New York. The Senior Account Manager reports to a senior operational leader and plays a pivotal role in driving service excellence operational efficiency team development and client satisfaction.
Responsibitilies:
Operational Leadership
- Responsible to oversee day-to-day operations across all service lines with an emphasis on the front-end services that include hospitality catering concierge events and reception.
- Ensure seamless high-touch guest experiences aligned with white-glove service standards.
- Implement and manage standard operating procedures workflow optimization quality metrics and service delivery goals.
- Lead continuous improvement initiatives and proactively address operational issues before they escalate.
- Utilize workflow management tools to monitor service delivery and inform staffing decisions.
- Partner with cross-functional teams to ensure integration with client expectations and organizational policies.
Team Leadership & Development
- Manage a growing team of 35 staff including direct reports from both front-of-house and back-of-house leadership.
- Coach mentor and develop staff through the full employee lifecycle: hiring onboarding training goal setting performance management and succession planning.
- Foster a collaborative performance-driven culture that prioritizes learning client service and quality.
- Conduct regular team meetings and one-on-ones to maintain clear communication and support staff engagement.
Client Partnership & Service Excellence
- Serve as the primary operational liaison to key client stakeholders maintaining strong relationships and a proactive service posture.
- Conduct monthly client service reviews provide reporting and propose service enhancements.
- Understand the clients culture and needs to identify additional opportunities for support and solutions.
- Uphold confidentiality discretion and professionalism at all times.
Financial & Contractual Management
- Oversee labor allocations manage time-off and overtime to ensure alignment with billable work.
- Participate in budgeting forecasting and invoice preparation to meet contractual requirements.
- Monitor and report on account performance to ensure financial and operational health.
Qualifications :
- 810 years of progressive experience in operational leadership within high-end hospitality luxury hotels country clubs catering/event services or guest services in a corporate or legal setting.
- Proven ability to manage large client-focused teams (ideally 1520 people) in complex multi-service environments.
- Demonstrated experience implementing process improvements and driving high-quality service-focused outcomes.
- Strong people management skills with experience overseeing the full employee lifecycle.
- Excellent interpersonal and client-facing communication skills; poised and professional demeanor.
- Experience with budgeting P&L oversight and invoice processes preferred.
- Highly organized detail-oriented and able to operate with discretion in a fast-paced environment.
- Proficient in Microsoft Office Suite and modern workflow management systems.
- Bachelors degree preferred; equivalent experience in hospitality or events management strongly considered.
- Must be fully onsite in New York City
Additional Information :
Compensation Range: $115000 - $135000
It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race color creed religion national origin alienage or citizenship status age sex sexual orientation gender identity of expression marital or domestic/civil partnership status disability veteran status genetic information or any other basis protected by law.
Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing.
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RRD is an Equal Opportunity Employer including disability/veterans
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
