Legal Operations, Field Manager

Job Duties and Responsibilities

• Team Leadership & Talent Development
• Promote effective use of internal recruiting and selection processes to attract and hire top talent
• Identify employee training and development needs through competency assessments and Ricoh training programs
• Arrange assignments and development opportunities to enhance team capability and engagement
• Directly manage Managed Services employees within the assigned area
• Oversee and conduct on-site evaluations of FSR performance
• Establish clear goals, roles, and responsibilities; hold team members accountable (internal and external)
• Monitor, evaluate, and recognize employee performance through programs such as Ricoh Recognizes
• Address performance issues and implement improvement plans with appropriate managerial action
• Support succession planning through development of promotable talent
• Participate in onboarding and ongoing development of Area resources
• Operations & Service Delivery
• Ensure timely execution of Managed Services initiatives in alignment with quality standards and best practices
• Identify service delivery gaps and implement process improvements within client or Ricoh frameworks
• Conduct account certifications to assess service delivery and drive continuous improvement
• Absorb new site installations and expansions, validating operational readiness and customer satisfaction
• Oversee onboarding processes including order management, billing, technical services, and professional services
• Maintain knowledge of Ricoh services, solutions, and internal structure
• Facilitate internal communication cadence as required
• Ensure adherence to Service Excellence standards and site SOPs
• Customer Relationship Management
• Develop and maintain strong relationships with internal and external customers
• Create a customer-focused environment through feedback mechanisms and satisfaction surveys
• Own customer escalations, including root cause analysis and resolution
• Prepare and deliver customer reports, presentations, and business reviews
• Conduct regular site visits to evaluate service delivery and gather end-user feedback
• Financial & Administrative Management
• Ensure profitability of assigned accounts at the site level; partner with Area Director to achieve financial goals
• Oversee accurate and timely billing processes
• Monitor accounts receivable in collaboration with Shared Services
• Cook up month-end close and other required accounting activities
• Implement contract pricing escalations across assigned accounts
• Establish and manage reporting packages based on customer requirements
• Support documentation and validation for new business opportunities
• Change Management & Continuous Improvement
• Lead and support teams through all phases of change management
• Empower teams to solve problems and drive process improvements
• Remove obstacles and facilitate innovative solutions

Qualifications

• Bachelor’s degree preferred
• 5–7 years of multi-site operations management experience in a client-facing professional environment (facilities management or related outsourcing industry preferred)
• Completion of Site Manager Level training (for internal candidates)
• Valid driver’s license and required auto insurance coverage per Ricoh policy

Knowledge, Skills, and Abilities

• Strong leadership skills with a proven ability to motivate and manage teams
• Excellent customer service orientation
• Strong communication and presentation skills
• Proficiency in PC applications and relevant software