Senior Operations Manager - Print & Mail Services

Ricoh Americas Corporation • Parma, OH • 2h ago

Sr, Operations Manager - Print & Mail Services

Position Summary:

The Senior Services Operations Manager serves as the primary operational and client-facing leader for assigned enterprise accounts. This role is responsible for delivering operational excellence, driving profitability, managing customer relationships, and leading a team of direct reports within a managed services environment.

Highly Preferred Experience

BPO, Print, and Mail Services experience

Strong P&L ownership and profitability management

Proven success in a client-facing leadership role

Experience leading strategy meetings, business reviews, and executive presentations

Key Responsibilities Client & Strategic Leadership

Serve as the primary operational contact for key customer accounts.

Lead customer strategy meetings, business reviews, and governance discussions.

Build strong executive-level client relationships and ensure customer satisfaction.

Ensure contractual commitments and service level agreements are achieved.

Identify service improvement and growth opportunities.

Team Leadership

Lead, coach, and develop a team of 15-20 direct reports.

Drive accountability, performance management, and employee engagement.

Foster a culture of continuous improvement and operational excellence.

Operations & Financial Management

Oversee daily service delivery and operational performance across assigned accounts.

Drive process improvements that enhance efficiency, quality, and customer value.

Own account financial performance, including revenue, profit, and margin management.

Drive profitability through strategic planning, cost control, and operational efficiencies.

Partner cross-functionally to implement customer initiatives and business solutions.

Qualifications

Bachelor's degree or equivalent experience.

5+ years of leadership experience in customer-facing operations.

Experience in BPO, Print, Mail, or Managed Services environments strongly preferred.

Demonstrated success managing P&L responsibility and improving business performance.

Strong communication, relationship-building, and presentation skills.

Project management and continuous improvement experience preferred.

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

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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