Senior Account Manager

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.

The Senior Account Manager is a high-impact operations leader within Williams Lea, responsible for overseeing a premier, full-service guest and workplace experience program for a major global law firm's largest U.S. office in New York City. This individual will lead a team of approximately 35 employees across key service areas including Concierge, Reception, Hospitality, Events, Print/Mail, and Facilities services.

With a focus on white-glove, client-facing services, the role requires a polished, strategic leader who thrives in high-end service environments. This position is fully onsite in New York. The Senior Account Manager reports to a senior operational leader and plays a pivotal role in driving service excellence, operational efficiency, team development, and client satisfaction.

Responsibitilies:

Operational Leadership

• Responsible to oversee day-to-day operations across all service lines with an emphasis on the front-end services that include hospitality, catering, concierge, events, and reception.
• Ensure seamless, high-touch guest experiences aligned with white-glove service standards.
• Implement and manage standard operating procedures, workflow optimization, quality metrics, and service delivery goals.
• Lead continuous improvement initiatives and proactively address operational issues before they escalate.
• Utilize workflow management tools to monitor service delivery and inform staffing decisions.
• Partner with cross-functional teams to ensure integration with client expectations and organizational policies.

Team Leadership & Development

• Manage a growing team of 35+ staff including direct reports from both front-of-house and back-of-house leadership.
• Coach, mentor, and develop staff through the full employee lifecycle: hiring, onboarding, training, goal setting, performance management, and succession planning.
• Foster a collaborative, performance-driven culture that prioritizes learning, client service, and quality.
• Conduct regular team meetings and one-on-ones to maintain clear communication and support staff engagement.

Client Partnership & Service Excellence

• Serve as the primary operational liaison to key client stakeholders, maintaining strong relationships and a proactive service posture.
• Conduct monthly client service reviews, provide reporting, and propose service enhancements.
• Understand the client's culture and needs to identify additional opportunities for support and solutions.
• Uphold confidentiality, discretion, and professionalism at all times.

Financial & Contractual Management

• Oversee labor allocations, manage time-off and overtime to ensure alignment with billable work.
• Participate in budgeting, forecasting, and invoice preparation to meet contractual requirements.
• Monitor and report on account performance to ensure financial and operational health.

• 8-10 years of progressive experience in operational leadership within high-end hospitality, luxury hotels, country clubs, catering/event services, or guest services in a corporate or legal setting.
• Proven ability to manage large, client-focused teams (ideally 15-20+ people) in complex, multi-service environments.
• Demonstrated experience implementing process improvements and driving high-quality, service-focused outcomes.
• Strong people management skills with experience overseeing the full employee lifecycle.
• Excellent interpersonal and client-facing communication skills; poised and professional demeanor.
• Experience with budgeting, P&L oversight, and invoice processes preferred.
• Highly organized, detail-oriented, and able to operate with discretion in a fast-paced environment.
• Proficient in Microsoft Office Suite and modern workflow management systems.
• Bachelor's degree preferred; equivalent experience in hospitality or events management strongly considered.
• Must be fully onsite in New York City

Compensation Range: $115,000 - $135,000

It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity of expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing.

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RRD is an Equal Opportunity Employer, including disability/veterans