Senior Manager of Operations

About RRD

RRD is a global leader in marketing, packaging, printing, and supply chain solutions that enhance customer engagement throughout the entire journey. With a trusted portfolio of creative and consulting services aimed at reducing environmental impact, RRD supports 22,000 clients including 93% of the Fortune 100 and employs 32,000 professionals across 28 countries. The company combines expertise, scale, and execution to transform customer interactions into impactful experiences.

Role Overview

This position is responsible for ensuring superior service delivery to clients, promoting client satisfaction, retention, and business growth. The role involves leadership over a team of client service managers and professionals, streamlining processes, and providing strategic direction to meet both internal and external business objectives. The successful candidate will manage organization-wide initiatives that are visible to senior leadership and aligned with the business strategy.

Key Responsibilities

• Drive department managers to understand client objectives and align them with service capabilities, leading teams to develop campaigns that fulfill client expectations.
• Coach managers in influencing stakeholders on sensitive or complex issues while fostering cross-functional partnerships and trust with customers and internal teams.
• Identify and resolve multifaceted challenges across several functions by adopting strategic, innovative approaches that protect business relationships.
• Oversee solution implementation, ensuring optimal negotiation and client positioning when required.
• Lead a team comprising managers and staff to balance workload, optimize resources, and control expenses within the assigned region or vertical.
• Guide management and functional strategies execution to enhance revenue and profit growth.
• Support leadership and strategic planning across business segments for managers in leadership roles.
• Establish clear performance expectations, coordinate regular feedback, and use recognition and rewards to motivate teams via reporting managers.
• Ensure timely performance review processes including promotions, pay increases, disciplinary measures, and terminations are conducted appropriately.
• Contribute strategic input towards budgeting and supervise budget implementation.

Qualifications

• A bachelor's degree in a relevant field is required.
• At least 8 years of leadership and management experience with industry-specific knowledge is required for bachelor's degree holders; a graduate degree with 6 years of experience is also acceptable.
• Strong ability to tailor communication to varied audiences including senior leaders, clients, and internal teams.
• Understanding of messaging impact on the organization, customers, and business outcomes.
• Proficiency in delivering persuasive presentations influencing decision-makers and stakeholders.
• Experience with CRM platforms, data analytics tools, and enterprise workflow systems such as Salesforce, Tableau, Google Workspace, and Microsoft Office Suite.
• Capacity to learn new programs and functional areas quickly and apply insights to enhance team and business operations.
• Competence in training, mentoring, and developing team members in business tools and best practices.
• Proven skills in analyzing critical business issues and crafting innovative solutions.
• Insight into decision impacts on operational efficiency, revenue, and client relationships.
• Skill in evaluating and redesigning workflows and service models for improved effectiveness.
• Ability to proactively identify challenges and implement solutions with minimal supervision.
• Experience managing dynamic, high-output teams while maintaining excellent service quality.

Additional Information

The annual salary range for this role is $100,000 to $104,000, subject to geographic adjustments and potential future changes. Initial compensation depends on factors such as education, skills, experience, and performance, and top-range salaries are uncommon. Compensation packages may include bonuses, commissions, or incentive programs. Benefits include medical, dental, vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance, parental and adoption leave, tuition assistance, and discounts.

Work hours are Monday to Friday, 8:00 AM to 5:00 PM.

Equal Opportunity and Hiring Practices

RRD is an Equal Opportunity Employer including disability and veteran considerations. The company values innovation, authenticity, and integrity, and requests candidates refrain from using AI tools during interviews to maintain fairness and transparency. All offers are contingent upon successful background checks and drug screening.