Senior 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

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.

About Us

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 teams 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.

Invest In Yourself

• 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.