Account Manager

Position Summary
The Account Manager Client & Workplace Experience is an operations leader who communicates a clear vision for how Williams Lea best serves clients across assigned workplace hospitality facilities office services and client experience operations. This role empowers the team to bring that vision to life by executing service delivery delivering operational excellence supporting optimized cost-to-serve models applying continuous improvement initiatives and driving team growth and development.

Key Responsibilities: 

Regional Operations & Client Leadership

• Lead Client & Workplace Experience operations across assigned locations ensuring delivery of consistent white-glove service standards and operational excellence.
• Serve as the primary regional client partner and escalation point for service operational workforce and workplace
• experience matters.
• Support implementation of global service standards governance practices and continuous improvement initiatives.
• Partner with stakeholders vendors and site leadership to deliver seamless workplace hospitality reception facilities and office services support.
• Create and present regular Client Service Reviews using service data and client feedback to identify process
• improvements support informed decision-making and demonstrate value to the client.
• Identify opportunities for account growth new services and resolutions to client challenges escalating opportunities to the manager as appropriate.

People Leadership & Performance

• Lead coach and develop a team of approximately nine full-time employees including front-line and supervisory roles while fostering a culture of accountability collaboration and service excellence.
• Oversee staffing performance management employee engagement training and workforce planning across assigned locations.
• Manage the full employee lifecycle for direct and indirect reports including interviewing and hiring onboarding and induction on-the-job training professional development performance reviews goal setting talent management succession planning and offboarding.
• Maintain regular and consistent communication with employees through team meetings and individual 1:1s to share company and client information clarify expectations review performance and discuss progress against goals and development.
• Foster cross-training teamwork and a high-performance culture that supports learning quality collaboration and client satisfaction.
• Ensure compliance with company policies client requirements SOPs and service standards.

Operational & Financial Management

• Monitor service performance operational metrics inventories vendor relationships and workplace readiness across the region.
• Partner with the Global Account Director on budgeting forecasting resource planning and business reviews.
• Identify operational risks and opportunities that enhance client satisfaction efficiency and account performance.
• Participate in or lead due diligence and implementation activities for new business within assigned client accounts including people process and technology readiness.

Qualifications :

• Bachelors degree or equivalent experience required.
• 5 years of workplace services hospitality office services facilities or related operational leadership experience within a corporate or professional services environment.
• Prior experience managing multi-site operations teams and client relationships.
• Strong client service leadership communication organizational financial judgment problem-solving and decision-making skills in a fast-paced service-focused environment. Proven experience managing operational performance budgets vendors service standards complex or multi- service solutions and client relationships.
• Demonstrated ability to improve or sustain client service financial or contract performance through practical solutions and continuous improvement.
• Proficient in Microsoft Office and workplace technology tools.
• Ability to build strong stakeholder relationships maintain confidentiality and exercise sound judgment.
• Ability to work effectively with multi-functional teams and diverse stakeholders while maintaining attention to detail and meeting deadlines.
• Ability to travel within assigned locations as business needs require.

Additional Information :

RRDs current salary rate for this role is $92000/ 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 to Friday - 8:00am to 5:00pm

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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.

Remote Work :

No

Employment Type :

Full-time