Account Director - Front Of House Services

Company Description

Williams Lea by RRD is a global business support services company with a strong legacy-over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world-especially within legal, financial, and professional services industries.

We're a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it's supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we're the behind-the-scenes team making everything run smoothly

Job Description

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

* Bachelor's 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

RRD's current salary for this role is $130,000/ 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…