Senior Operations Manager, Workplace Services

Salary range: $75,000 - $80,000 per year

About the role

Accountable for daily operations of a medium to large team that may include a complex site or multiple sites. Ensures contract compliance of contracted services including, but not limited to: Copy services, Courier Services, Managed Print services, Hospitality, Imaging, and Mail services through SLA results and client feedback.

Responsible for selecting and assessing talent, recruiting, hiring, onboarding, employee retention, staff training & development, succession planning, and conducting performance management that includes employee counseling.

Responsibilities

• Manage daily operations of a medium-large size site while managing a medium-large team of direct reports.
• Prioritize complex projects while effectively managing multiple and competing priorities.
• Foster an inclusive and high-performing team environment in which SLA objectives are met.
• Demonstrate expert knowledge of Ricoh's products and offerings; consult and provide insights into strategic and tactical issues by actively seeking input from counterparts in other business units.
• Improve quality of operations by consistently applying effective implementation and management of Ricoh Service Excellence tools.
• Responsible for staffing and performance management of assigned site personnel and Field Service Representative staff.
• Create and maintain a customer-focused environment with regular end-user feedback and customer satisfaction surveys, including active Commitment Action Documents.
• Ensure the quality of operations for each shift by assisting in the achievement of goals in Audit and Deadline standards and compliance, utilizing tools and best practices.
• Ensure proper staffing by promoting effective use of internal recruiting and selection processes to attract and hire talent.
• Motivate employees and recognize their accomplishments in a timely manner, leveraging Ricoh Recognition programs.
• Identify and recommend high performers for succession planning; responsible for employee retention, performance management, and employee counseling.
• Identify training and performance planning targets through the development of assigned staff via Individual Development Plan Management, succession planning, and mentorship.
• Focus on business retention, customer service, high-performing teams, and profitable growth.
• Support, lead, and manage the team through all phases of Change Management.
• Understand complex and detailed processes, seek ways to improve operational effectiveness, conduct root cause analysis, and resolve issues to ensure optimal customer satisfaction.
• Identify gaps or scope creep in service delivery and adjust process documentation to work within the client or Ricoh framework, with support from AOM/ESM or NOM.
• Facilitate resolution of issues concerning pricing, orders-in, and invoicing by interacting and communicating with the sales department.
• Maintain formal contact with the customer on a daily basis in MS and as needed in BIS.
• Clearly communicate job expectations and consequences to direct reports by training, cross-training, coaching, counseling, directing, and evaluating work efficiency to increase output and quality.
• Act as a consultant to customers in improving business processes through workflow enhancements and appropriate services.
• Collaborate with other leaders, team members, and internal or external customers to implement solutions or initiatives.
• Support, lead, and manage the team through all phases of Change Management, with support from AOM/ESM or NOM.
• Suggest, develop, and implement process improvements that increase quality or productivity.
• Complete Monthly Operations Review, site reports, and other required paperwork.
• Support QSMs and create/conduct site-required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-add reporting.
• Perform other duties as assigned.

Requirements

• High school diploma or GED is required.
• 5+ years of work experience in a related field (B2B and/or technical).
• Previous 2 years of managerial work experience strongly preferred.
• Previous 5 years of customer-facing work experience required.
• Demonstrated high-level knowledge and understanding of technology.
• Proficient user of Office 360.

Skills

• Strategic facilitator of complex issues.
• Ability to present to large-sized groups.
• Complex problem-solving skills.
• Managerial courage.
• Expert customer service skills.
• Expert technical aptitude.
• Expert written and verbal communication skills.

Working Conditions

Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise levels. Work assignments are diversified, requiring interpretation, comprehension, and application of complex material, data, and instructions; preparation, provision, and conveyance of diversified information.

Some physical effort is required, which may involve long periods of standing, walking, bending, reaching, stretching, climbing, or similar activities, as well as lifting or moving items weighing up to 50 lbs. Moderate dexterity and regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination) are necessary.

Benefits

• Broad selection of medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Team member tuition assistance programs.
• Paid vacation time and paid holidays annually.
• Additional benefits to enhance health, wellness, and ongoing personal and professional development.