Account Operations Manager -2

$74,600 - $132,500/Yr

R.R. Donnelley & Sons - Boise, ID

Full-time - Senior

Boise, ID

10,001+ employees

Printing and Related Support Activities

About the position

The Account Operations Manager at RR Donnelley is responsible for overseeing a portfolio of client accounts and site operations. This role focuses on fostering and growing client relationships, executing strategic plans, and providing operational oversight to ensure client satisfaction and organic growth. The manager will lead a team, manage financial activities, and serve as the primary escalation point for operational issues.

Responsibilities

• Oversee supervisors/leads in the day-to-day management of activities.
• Set direction and provide oversight into key RRD internal activities to ensure consistency, accuracy, and compliance across accounts.
• Drive operational efficiencies and initiatives to ensure client satisfaction and organic growth.
• Manage all finance-related activities including accrual reporting, vendor invoice processing, client billing, and payroll.
• Monitor revenue and costs to maintain RRD target profitability.
• Develop, plan, and deploy Business Continuity Plan to ensure minimal service interruption.
• Act as the primary escalation point for the client for operational issues and customer inquiries.
• Understand client work demands and ensure teams meet outlined service commitments and expectations.
• Coordinate weekly/monthly client meetings with operations and/or sales teams.
• Assist in the creation of operational action plans and issue resolution.
• Establish SLA reporting with the operations team and client, and work with the Operations team to deliver as agreed upon with the client.
• Review and interpret information to proactively identify and resolve issues.
• Coordinate the delivery of Quarterly Business Reviews across accounts.
• Support Business Development in the creation of and track annual account plans to promote relationship mapping, organic revenue growth, and client satisfaction.
• Track/analyze revenue variance and ownership of RRD's account strategy to meet client's goals.
• Schedule and conduct periodic meetings with client senior management and Business Development to understand the current business landscape.
• Facilitate operational planning for upcoming client business events.
• Provide 'thought leadership' by coordinating and researching benchmarking studies/whitepapers, delivering presentations on strategic topics, and consulting with clients on best practices.

Requirements

• Bachelor's degree preferred with a minimum of 5 years of relevant industry BPO work experience.
• Strong people management skills.
• Ability to manage multiple projects and relationships simultaneously.
• Detail-oriented and able to support a team of client service specialists.
• Excellent writing skills are essential.
• Strong interpersonal and communication skills including a firm and patient demeanor.
• Ability to anticipate customer needs and match them with appropriate products and services.
• Knowledge of the client industry and its standards and processes.
• Previous experience/general understanding of client-focused solutions and account management.
• Strong project management experience, including strategic planning, sales support, product design, service application, logistics, and marketing.
• Proficient in MS Office Suite (including Word, Excel, and PowerPoint).

Benefits

• Disability insurance
• Health insurance
• Dental insurance
• Tuition reimbursement
• Paid time off
• Adoption assistance
• Parental leave
• Vision insurance
• 401(k) matching
• Life insurance