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
- 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.
- Owain 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.
Job Info
Job Identification : 7504
Job Category : Service Delivery
Posting Date : 2026-07-02T19:21:16+00:00
Degree Level : Some College
Job Schedule : Full time
Locations : Parma, OH, United States
Salary Range : $90,000-$110,000
Driving requirements : Non-driver