Manager – Customer Service

Company Description

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world‑wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

Job Description

RRD is looking for a dynamic Manager of Customer Solutions who thrives in a fast‑paced environment and is passionate about creating exceptional client experiences through collaboration, strategy, and innovation.

This position will require frequent travel to our Lancaster, OH facility.

The Manager of Customer Solutions is a strategic leadership role responsible for the end‑to‑end client experience, overseeing and unifying multi‑site teams that span Customer Service, Prepress, and Programming. The Manager of Customer Solutions is responsible for communicating with internal and external customers, providing technical and interpersonal growth guidance to team members, and ensuring that all aspects of customer interaction meet or exceed customer and management expectations.

Crucially, this role will support and help drive our digital transformation, integrating automated workflows to enhance service delivery for both traditional and programmatic direct mail.

• Cross‑Functional Team Leadership:
  Directly manage and mentor the Customer Service, Prepress, and Programming Leads across multiple sites (multi‑site management). This includes ownership of hiring, performance management, training, and professional development to build a high‑performing, integrated team.
• Operational Governance & Best Practices:
  Promote and enforce customer service best practices across all functions, including standardized communication, rigorous peer review QC processes, and consistent application of operational procedures.
• Skill Development & Cross‑Site Redundancy:
  Design and implement cross‑site training and best practices to ensure adequate redundancy and capability across the two plants and functions.
• Lead, coach, mentor, motivate and inspire direct reports and others to achieve an optimum level of performance by consistently demonstrating role model behavior.
• Conduct annual performance reviews and ensure career development plans are prepared, communicated, and maintained for all direct reports.
• Provide feedback to the VP of Operations regarding team or individual issues.
• Provide general guidance and direction to achieving team goals.

• Digital Transformation Champion:
  Support and help drive the digital transformation of our business, specifically focusing on Prepress and Programming workflows.
• Workflow Automation:
  Champion the integration of automated preflight, programming, and QC best practices with our two Ohio Direct Marketing (DM) facilities and across our DMG platform to support both automated programmatic direct mail campaigns and existing traditional direct mail program management.
• Process Improvement:
  Participate in process improvement initiatives as assigned by the VP of Operations. Recommend changes for business objectives as appropriate to meet the evolving needs of our customers and the facility.

• Assign workload to team members across Customer Service, Prepress, and Programming accordingly to avoid workflow bottlenecks.
• Plan for and determine backup coverage for vacations.
• Provide on‑the‑job training on new or existing procedures for team members.
• Perform regular job functions with regard to production as needed to support the team.
• Attend daily production meetings and relate information to other team members.
• Represent the organization to customers in a professional and helpful manner.
  
  Work directly with customers when appropriate on coordinating needs and resolving problems.
• Work directly with…