POSITION PROFILE: Advisory Services Operations Manager

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

This role is directly responsible for the oversight of Ricoh employees, including both individual contributors and managers, and is engaged from contract concept to full account management. The Manager facilitates communication with strategic customers to ensure performance standards are met at both local and national levels. Key responsibilities include P&L reconciliation, strategic implementation, employee relations, and customer relationship management for designated accounts.

The Manager ensures successful implementation of operational best practices through strong collaboration, resource engagement, and adherence to Service Level Agreements (SLAs). A core focus is customer retention through executive-level relationship management, issue resolution, and overall satisfaction.

JOB DUTIES AND RESPONSIBILITIES Develops People

• Promotes effective use of internal recruiting and selection processes to attract and hire top talent.
• Identifies employee training and development needs using competency assessments and Ricoh training offerings.
• Assigns training, development opportunities, and experiences to support employee growth and job satisfaction.
• Provides strategic development for up to 200 employees across the enterprise portfolio.
• Establishes goals, clarifies responsibilities, and holds internal and external team members accountable.
• Collaborates across teams and departments to implement solutions or initiatives.
• Continuously monitors, evaluates, and recognizes employee performance through the Ricoh Recognizes program.
• Builds high-performing teams through feedback, recognition, and compensation management.
• Addresses performance issues promptly and collaborates on improvement plans, taking corrective action when necessary.
• Serves as a mentor and leads by example.
• Sets expectations, empowers problem solving, and removes obstacles to process improvement.

Customer Relations

• Develops strategic customer relationships to strengthen long-term partnerships.
• Acts as the voice of the customer by directing cross-functional teams and prioritizing value-driven actions.
• Identifies gaps in service delivery and refines processes within customer and Ricoh frameworks.
• Uses analytical methods to diagnose and resolve complex customer issues.
• Facilitates meetings with key customer stakeholders on contractual obligations, initiatives, and strategic planning.
• Creates templates and cadences to ensure alignment with contractual requirements and value-added reporting.

Operational Effectiveness

• Manages approximately $13M in Enterprise Services revenue and associated profitability.
• Drives global operational strategy through collaboration with internal and external partners.
• Serves as a subject matter expert on EAO Program standards, tools, processes, and best practices.
• Ensures timely execution of program initiatives in alignment with quality requirements.
• Demonstrates deep working knowledge of Ricoh’s internal structure and acts as an advisor.
• Facilitates recurring internal communications on best practices, challenges, and opportunities.
• Identifies improvements in performance, productivity, efficiency, and profitability through best practice implementation.
• Ensures certification compliance, service delivery standards, and continuous improvement.
• Oversees implementation of Core Team processes, including Account Charters, the Ricoh Account Management Playbook (RAMP), Service Excellence, and CAD activities.
• Supports onboarding processes (order management, billing, tech services, enterprise services) in alignment with customer expectations.
• Participates in creation and management of implementation plans for assigned accounts.
• Establishes appropriate reporting packages based on customer needs.
• Implements change management strategies that support Ricoh's short- and long-term business goals.

Opportunity Identification

• Maintains ongoing knowledge of new products and services to identify growth opportunities.
• Validates new opportunities and ensures timely execution through proper resource alignment.
• Participates in team selling efforts supporting U.S. and international activities; interfaces with global teams.

Finance/Billing

• Ensures profitability of all assigned accounts, including individual sites; identifies drivers of poor performance and partners to correct issues.
• Oversees billing accuracy and escalates customer admin concerns as needed.
• Partners with Accounts Receivable to resolve collection issues.
• Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, Certifications)

• Bachelor’s degree preferred or equivalent experience.
• 5+ years of direct management experience preferred.
• 2+ years of project management experience strongly preferred.
• ITIL Certification recommended.
• Proven success in marketing new products and services, including advanced solutions.
• Strong track record of internal and external relationship building.
• High-level understanding of technology, including networks, security, print servers, and print devices.

KNOWLEDGE, SKILLS & ABILITIES

• Strong oral and written communication skills; able to communicate with all levels of management, vendors, employees, and customers.
• Highly self-directed with strong initiative.
• Strong customer relationship skills.
• Project management proficiency.
• Strong prioritization and multitasking capabilities in a fast-paced environment.
• Proficient with standard software applications.
• Demonstrated problem-solving, analytical thinking, and product/service knowledge.
• Ability to independently support areas such as PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical-specific processes.

WORKING CONDITIONS, MENTAL & PHYSICAL DEMANDS

• Works primarily in an office environment with standard lighting, ventilation, temperature, and noise levels.
• Experiences cyclical stress due to frequent deadlines and daily responsibility for decision-making outcomes.
• Mostly sedentary work with occasional walking, standing, bending, reaching, and lifting of items under 10 lbs.
• Moderate dexterity required (keyboard, calculator, small tools).
• Periodic customer site visits required; locations may not always be accessible via public transportation.
• Overnight travel required.