Senior Services Operations Manager

Ricoh Americas Corporation • Beaverton, OR • 6h ago

Position Profile

The Senior Services Operations Manager, Managed Services serves as the primary operational point of contact for assigned Global/Vertical customers, primarily across North America. This role oversees Ricoh employees-including individual contributors and managers-and is engaged from contract concept through account management and long-term retention.

Responsibilities include proactive communication with key customers, ensuring adherence to service performance standards, managing P&L reconciliation, driving strategic implementation, and fostering strong employee and customer relationships. The role administers operational best practices, mobilizes resources, and ensures all Service Level Agreements (SLAs) are achieved. Ultimately, this role safeguards customer retention through issue resolution, contract adherence, and delivering exceptional customer satisfaction.

Job Duties and Responsibilities 1. Develops People

Promotes effective use of internal recruiting and selection processes to attract and hire talent.

Identifies employee training and development needs using competency assessments and Ricoh training offerings.

Coordinates assignments, training, and development experiences to improve learning, performance, and job satisfaction.

Coaches and develops up to 200 direct and indirect employees across the enterprise portfolio.

Establishes team goals, clarifies roles and responsibilities, and ensures accountability.

Partners with leaders, team members, and customers to execute solutions and initiatives.

Continuously evaluates and recognizes employee excellence through the Ricoh Recognizes program.

Builds high-performing teams through effective feedback, recognition, and compensation management.

Addresses performance issues and establishes improvement plans; takes corrective actions when necessary.

Serves as a mentor and leads by example.

Sets expectations, empowers team members to solve problems, fosters creative solutions, and removes obstacles.

Customer Relations

Develops strong relationships with internal and external customers.

Acts as the voice of the customer , leading cross-functional teams to prioritize and execute actions that maximize value.

Identifies service delivery gaps and adjusts processes within both Ricoh and client frameworks.

Owns resolution of account issues to ensure optimal customer satisfaction.

Facilitates customer meetings covering contractual obligations, initiatives, and strategic planning.

Creates templates and business cadence documents to ensure contractual alignment and value-added reporting.
Operational Effectiveness

Oversees approximately $13M in Enterprise Services revenue , including gross profit and contribution.

Supports global operational strategy through internal and external collaboration.

Serves as a Subject Matter Expert in EAO Program standards , tools, processes, and best practices.

Ensures timely and quality execution of EAO initiatives using program tools.

Demonstrates strong organizational knowledge and ability to navigate Ricoh's internal structure.

Facilitates regular communications on best practices, challenges, and opportunities across functional areas.

Identifies and drives improvements in performance, productivity, efficiency, and profitability.

Ensures certification, service delivery standards adherence, and continuous improvement initiatives.

Implements Core Team processes such as:

Account Charter

EAO Ricoh Account Management Playbook (RAMP)

Ricoh Service Excellence

Internal and external CAD strategies

Oversees onboarding support processes (order management, billing, technical services, enterprise services) to meet customer expectations.

Participates in development and management of implementation plans.

Establishes required reporting packages per customer requirements.

Implements change management strategies aligned with Ricoh's short- and long-term business goals.
Opportunity Identification

Maintains ongoing knowledge of new products and services to identify opportunities for service growth.

Validates new opportunities, aligning necessary tools and resources for timely execution.

Participates in the team-selling model for U.S. and OUS initiatives; collaborates with global/region teams supporting customer needs.
Finance & Billing

Ensures profitability of all assigned accounts, including site-level profitability.

Identifies root causes of reduced profitability and collaborates with teams to implement corrective actions.

Oversees billing accuracy and escalates concerns to appropriate internal resources.

Works with Accounts Receivable to resolve collections issues.

Performs other related duties as assigned.

Qualifications (Education, Experience & Certifications)

Bachelor's degree required; equivalent experience may be considered.

3-5 years of management experience required.

2+ years of project management experience strongly preferred.

ITIL Fundamentals Certification preferred.

Proven experience marketing new products and services, including standard and advanced solutions.

Demonstrated ability to build strong internal and external relationships.

Strong understanding of technology, including networks, security, print servers, and print devices.

Knowledge, Skills, and Abilities

Strong verbal and written communication skills across all organizational levels.

Self-directed, proactive, and highly motivated.

Exceptional customer relations skills.

Strong project management capabilities with the ability to prioritize effectively.

Ability to manage multiple assignments in a fast-paced environment.

Proficiency with standard business software applications.

Strong problem-solving and analytical abilities.

Demonstrated expertise supporting:

PMO

RGSA

Assessment Management

Managed Services P&L

RFI/RFP

eBusiness

Technology deployment

Vertical knowledge/training for applicable accounts

Proficient through experience and/or training in:

PMO

RGSA

Assessment Management

Managed Services P&L

RFI/RFP

eBusiness

Technology deployment

Industry verticals and training requirements

Working Conditions & Physical/Mental Demands

Primarily office-based environment with normal lighting, ventilation, and noise levels.

Work involves cyclical and daily stress due to deadlines and decision-making responsibilities.

Mostly sedentary role with occasional walking, standing, bending, and lifting (typically under 10 lbs).

Requires moderate dexterity and regular use of basic office equipment (e.g., keyboard, calculator).

Periodic travel to customer sites; some locations may lack public transportation access.

Overnight travel required.

Note:

The statements above describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions.

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information-how it is collected, stored, managed, and shared-to unlock the potential in every organization. We deliver services and technologies that inspire our customers' success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:

At Ricoh, you can:

Choose from a broad selection of medical, dental, life, and disability insurance options.

Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.

Augment your education with team member tuition assistance programs.

Enjoy paid vacation time and paid holidays annually

Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

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