Account Manager

Now is a great time to join our growing company! The Millennium Group (TMG) is an award-winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30+ years of success in the industry

Responsibilities:

• Manage multi-site teams across 5 states, building client relationship and ensure consistent, high‑quality service delivery across all Client sites.
• Role has several very specific, operationally critical purposes.
• Ensure Consistent Service Delivery Across All Sites: Maintain standardized processes for Workplace Experience, reception, mailroom, shipping/receiving, and facilities support. Reduce variability between locations so the client experiences the same level of service everywhere.
• Lead and Manage On‑Site Staff: Oversee hiring, training, coaching, and performance management of all Workplace Experience and support staff.
• Ensure coverage, cross‑training, and readiness across multiple client locations. Serve as the primary escalation point for performance, conduct, or service issues.
• Strengthen Client Relationships: Act as the single point of contact for the client's leadership across all sites. Understand client priorities, pain points, and expectations-and translate them into operational action. Build trust by being proactive, responsive, and solution‑oriented.
• Drive Operational Excellence: Monitor KPIs such as service levels, turnaround times, customer satisfaction, and compliance. Identify inefficiencies and implement improvements across mailroom, reception, shipping/receiving, and facilities workflows. Ensure adherence to safety, security, and compliance standards.
• Enhance Visibility of Team Impact: Communicate wins, improvements, and value delivered by the Workplace Experience team. Provide reporting, metrics, and insights that demonstrate operational impact. Elevate the perception of the team within the client's environment by showcasing reliability, professionalism, and continuous improvement.
• Coordinate Multi‑Site Operations: Align staffing, processes, and communication across all client locations. Ensure seamless support during volume spikes, staff absences, or special projects. Maintain awareness of site‑specific needs while enforcing regional consistency.
• Protect the Contract and Business Relationship: Ensure contractual obligations are met across all sites. Identify risks early-staffing gaps, service issues, client dissatisfaction-and address them before they escalate. Support renewal, expansion, and long‑term partnership opportunities.

• Bachelor's degree in Business Administration, Operations Management, Facilities Management, or related field preferred.
• 3–5 years of experience in multi‑site operations, workplace experience, facilities services, or corporate services.
• Proven experience managing frontline staff across multiple locations.
• Strong background in client‑facing service delivery and relationship management.
• Operational & Technical Skills: Deep understanding of Workplace Experience functions: reception, mailroom, shipping/receiving, visitor management, and facilities coordination.
• Ability to analyze operational workflows, identify gaps, and implement process improvements.
• Proficiency with MS Office (Outlook, Excel, Word), ticketing systems, visitor management platforms, and mail/package tracking tools.
• Strong knowledge of compliance, safety, and security protocols across corporate environments.
• Leadership & People Management: Ability to hire, train, coach, and evaluate staff performance across multiple client sites.
• Skilled in scheduling, coverage planning, and cross‑training strategies.
• Strong conflict‑resolution skills and ability to manage performance or conduct issues professionally.
• Ability to maintain team morale, engagement, and accountability.
• Client Relationship & Communication: Excellent communication skills with the ability to interface with client leadership, stakeholders, and cross‑functional teams.
• Ability to translate client expectations into operational actions and measurable outcomes.
• Skilled at presenting updates, reporting metrics, and demonstrating the team's value and impact.
• Strong customer‑service orientation with a proactive, solution‑driven mindset.
• Business & Contractual Awareness: Understanding of contractual obligations, service level expectations, and scope management.
• Ability to identify risks early and escalate appropriately. Experience supporting renewals, expansions, and long‑term client partnership strategies.
• Organizational & Analytical Skills: Strong ability to manage multiple priorities across several locations.
• Skilled in reporting, KPI tracking, and operational analysis.
• Ability to maintain documentation, SOPs, and site‑specific workflows.
• Other Requirements: Occasionally able to travel domestically to other states.
• Reliable transportation for regular travel between Allstate sites.
• Ability to work independently with minimal supervision.
• Professional demeanor and ability to represent TMG positively within the client environment.