Account Director Front Of House Services
Share
Job Location:
New York City, NY - USA
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
The Account Director is responsible for ensuring client teams deliver exceptional white glove service and operational excellence. This role provides hands-on leadership drives continuous improvement and fosters a culture of accountability and high performance. The Account Director proactively manages client relationships oversees operations including Front of House services and adapts to evolving client needs and organizational changes.
JOB DUTIES
- People leadership
- Directly supervise management providing mentorship and supporting structured succession planning.
- Foster a collaborative team environment emphasizing readiness accountability and continuous improvement.
- Support onboarding and development of new hires ensuring rapid integration and contribution to service improvements.
- Execute modifications to organizational design and teams to optimize operational activity and improve client experience.
- Operations leadership
- Ensure client teams consistently meet or exceed service level agreements (SLAs) and deliver a premium white glove client experience.
- Provide operational oversight ensuring all business processes align with best practices and organizational standards.
- Champion best practices in service delivery leveraging technology and systems for operational efficiency.
- Implement strategies to improve and standardize all aspects of operations.
- Ensure operational controls and management information and reporting requirements are fulfilled.
- Oversee Front of House services as part of the overall client experience.
- Drive operational excellence initiatives including process improvement knowledge management and complaint resolution.
- Promote a culture of high performance learning and quality.
- Identify and mitigate operational compliance and financial risks.
- Investigate and resolve issues escalated by the client communicating significant matters to the appropriate leadership.
- Customer & account leadership
- Develop and maintain effective client relationships with operational counterparts.
- Address and escalate client concerns promptly maintaining a sense of urgency and professionalism.
- Support upselling and cross-selling of new services as well as renewal and periodic price adjustment (PPA) processes as required.
- Maintain appropriate communications channels with clients the field and offsite leadership.
- Financial and Contract Management
- Ensure operational controls are in place to manage budget and maintain profitability.
- Lead contract negotiations renewals and amendments as required.
- Develop and execute strategic account plans in alignment with client and organizational goals.
- Other
- Partner with functional teams to implement appropriate policies internal controls and reporting.
- Highlight operational compliance and financial risk areas.
- Participate as a key project team member in new business implementation.
- Follow delegations of authority for operations team.
WORKING CONDITIONS
- Position operates at sites with maximum of 24/7 operations. Individual shift requirements will vary by site.
- Work is performed in a professional work environment and/or work from home setting.
- Business casual and/or professional attire required.
Qualifications :
- Bachelors degree or equivalent experience required.
- 8 years of leadership in a national or global customer service environment.
- Proven track record in resolving contract performance issues and building client relationships.
- Experience managing large teams and multiple service lines including Front of House operations.
- At least one year of business development experience.
- Minimum five years of financial management with a strong understanding of P&L impact.
- Excellent client service skills with a service-minded approach; must remain calm and confident in stressful situations.
Additional Information :
RRDs current salary for this role is $130000/ 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. RRDs 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 through Friday 9am to 5pm
#GOC
#LI-0925
#WLNAT
#li-onsite
All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.
RRD is an Equal Opportunity Employer including disability/veterans
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
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 industrys most trusted portfolio of creative execution and world-wide business process consulting, with ser ... View more
