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.
This will be an Onsite Position in Parma, OH.
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
- Experience handling large complex clients through print and mail operations.
- How to influence change without direct management
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.
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.
Skills Required
- Bachelor's degree or equivalent experience
- 5+ years of leadership experience in customer-facing operations
- Demonstrated success managing P&L responsibility and improving business performance
- Strong communication, relationship-building, and presentation skills
- Experience in BPO, Print, Mail, or Managed Services environments
- Experience leading strategy meetings, business reviews, and executive presentations
- Project management and continuous improvement experience
- Ability to influence change without direct management
Ricoh Global Services Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ricoh Global Services and has not been reviewed or approved by Ricoh Global Services.
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Healthcare Strength — Benefits are positioned as comprehensive, with medical, dental, and vision coverage plus life and disability protection as core components. Multiple plan choices are described, suggesting employees can tailor coverage to their needs.
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Retirement Support — Retirement benefits are a recurring strength, highlighted by a 401(k) program with company matching (described as 50% on the first 6% of base salary). Additional references to regular bonuses and contributions to retirement further reinforce the perceived value of the retirement offering.
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Leave & Time Off Breadth — Time-off benefits are described as a meaningful part of the total rewards package, including vacation, sick days, holidays, and PTO structures. Extra options such as purchasing additional vacation are also described, increasing perceived flexibility in time off.
Ricoh Global Services Insights
What We Do
Digital transformation is crucial for a business but complex to deliver. It’s so complicated that no single company can be expected to provide everything required to achieve success; but one company can ensure everything gets delivered. That’s why Ricoh works with best in class delivery partners to support us through the process of transforming your business into a digital business. As well as our partners, we offer access to our seventeen thousand engineers. They’re on the ground, around the world, ready and able to manage the complexity of transformation. Digital transformation moves so quickly, that you could redefine it on a daily basis. Ricoh provides the people, processes and technology to help your business evolve and embrace new ways of working.
