Position Profile

The Advisory Services Operations Manager functions as a general manager and serves as the primary operational point of contact for assigned Global/Vertical customers, primarily in North America.

This role is responsible for oversight of Ricoh employees—including individual contributors and managers—and is engaged from the contractual concept stage through execution, leading all aspects of account management.

Responsibilities include customer communication, ensuring performance standards, P&L reconciliation, strategic implementation, employee relations, and business retention. The manager ensures successful implementation of operational best practices and attainment of Service Level Agreements.

Job Duties & Responsibilities 1. Develops People Utilizes effective recruiting and selection processes to attract and hire talent. Identifies employee training and development needs through competency assessments and Ricoh training offerings. Arranges assignments and development opportunities to enhance learning and job satisfaction. Provides strategic development for direct and indirect management of up to 200 employees. Establishes goals, clarifies roles, and holds team members accountable. Collaborates with leaders, team members, and customers to implement solutions. Monitors, evaluates, and recognizes employee performance (Ricoh Recognizes program). Builds high‑performing teams through feedback, recognition, and compensation management. Addresses performance issues and establishes improvement steps, including corrective action when needed. Serves as a mentor and leads by example. Sets expectations, empowers problem-solving, facilitates discussions, and removes obstacles to process changes. 2. Customer Relations Develops strategic customer relationships to build strong partnerships. Acts as the customer advocate, directing cross-functional teams to prioritize actions that maximize value. Identifies service delivery gaps and aligns process documentation with client and Ricoh frameworks. Analyzes complex problems, identifies root causes, and determines solutions to ensure customer satisfaction. Facilitates meetings with key customer contacts, including contractual obligations and strategic planning. Creates templates and cadence to ensure alignment with contractual requirements and value-add reporting. 3. Operational Effectiveness Responsible for approximately $13M in Enterprise Services revenue and associated gross profit. Drives global operation strategies in collaboration with internal/external stakeholders. Serves as SME in EAO Program standards, tools, processes, and best practices. Ensures timely execution of EAO initiatives using program tools. Possesses working knowledge of Ricoh’s internal structure and serves as an advisor. Facilitates regular internal communications on best practices, challenges, and opportunities. Identifies and drives improvements in performance, productivity, efficiency, and profitability. Ensures certification, service delivery standards, and continuous improvement. Implements Core Team processes (Account Charter, RAMP, Ricoh Service Excellence, CAD). Oversees onboarding processes (order management, billing, tech services, enterprise services). Participates in developing implementation plans for assigned accounts. Establishes and manages reporting packages based on customer requirements. Implements change management strategies supporting Ricoh’s business goals. 4. Opportunity Identification Maintains knowledge of new products/services to identify growth opportunities. Validates new opportunities and ensures timely execution using appropriate tools/resources. Participates in team selling for U.S. and OUS activities. Interfaces with global/regional teams in support of customer needs. 5. Finance/Billing Ensures profitability of all assigned accounts down to individual site locations. Identifies drivers of poor profitability and leads corrective actions. Oversees billing accuracy and escalates issues to customer admin as needed. Partners with A/R to resolve collections issues. Performs additional duties as assigned. Qualifications Education, Experience, and Certifications Bachelor’s degree preferred or equivalent experience. 5&#43; years of direct management experience preferred. 2&#43; years project management experience strongly preferred. ITIL Certification recommended. Proven track record in marketing new products/services. Strong relationship-building experience (internal & external). High-level understanding of technology (networks, security, print servers/devices). Knowledge, Skills & Abilities Strong oral and written communication skills. Self‑directed with high initiative. Strong customer relations and project management skills. Ability to prioritize and handle multiple assignments in a fast-paced environment. Proficient with standard software applications. Demonstrated problem-solving, analytical skills, and product/service knowledge. Ability to independently support PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical-specific training. Working Conditions & Physical Demands Office environment with normal lighting, ventilation, and noise levels. Cyclical stress due to frequent deadlines and responsibility for key decisions. Mostly sedentary work with occasional walking, standing, bending, and light lifting (<10 lbs). Requires basic dexterity (keyboard, calculator, small tools). Periodic customer-site visits required; some locations may lack public transportation. Overnight travel required.