Enterprise Director of Operations

Job Description

This position will support the Southeast, work location is flexible within the Southeast region.

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 team 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. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in yourself

At Ricoh, you can:

• 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.

POSITION PROFILE

Provides leadership, strategic insight and direction over Enterprise Account Operations teams. Under this responsibility, the Enterprise Director of Operations (EDO) provides executive leadership to Enterprise Operations teams as general managers for all operational activity within their customer base, administering tools, processes and programs to employees, driving field execution and the attainment of business objectives. The EDO provides executive sponsorship to enterprise customers regardless of scope or geography. The National Operations Managers (NOM) and Global Service Delivery Managers (GSDM) have a straight-line reporting relationship into the EDO. The EDO owns employee productivity, development and job satisfaction that drives a customer first environment.

JOB DUTIES AND RESPONSIBILITIES

• Responsible for attracting and hiring talented team members via Ricoh recruiting and selection process.
• Drives the development of high performing teams/employees and acts as a net provider of talent to the organization by developing all team members
• Identify employee training and development expectations through formal competency assessments and Ricoh training offerings to achieve proficiencies for EAO account and Area resources.
• Responsible for succession planning and takes an active role in the on-boarding and development plan of EAO or Area resources
• Demonstrates the ability to build a collaborative and agile culture that is aligned with the mission, vision, and values of Ricoh
• Takes a broad and strategic enterprise view, working with other leaders to leverage all resources to deliver business goals and achieve exceptional customer service experience.
• Manages and navigates positively through Change Management.
• Direct and indirect management of approximately 500 employees within enterprise portfolio.
• Establishes goals and clarifies roles and responsibilities, utilizing analytics to track and measure performance
• Possesses a complete knowledge of enterprise services standards. Effectively communicate and set expectations to maximize execution that drive business results.
• Influence employees and customers in support of Ricoh and client initiatives
• Continually monitor, evaluate and recognize employee excellence leveraging the formal Ricoh Recognizes, recognition programs. Rewards performance through effective recognition and compensation management
• Holds leaders accountable to actively coach and develop their team.
• Operational Effectiveness
• Possess full understanding of customer contractual agreements

Job Description Continued

• Identify and addresses opportunities, problems, or threats affecting Ricoh and its customers. Collaborates with customer, other teams and functions to determine root cause of problems and align resources to create solutions.
• Communicates upward the market trends, competitive intelligence, voice of the customer and the needs of the organization.
• Implements processes and procedures that provide strategic guidance to teams in ways that promote the adoption of the EAO program.
• Owns orchestration, execution and inspection on various business management systems i.e. (Enterprise Certification, Plan v. Actual Labor Reporting, Financial Reporting, Account Performance Dashboard)
• Implements processes and procedures that provide strategic guidance to teams in a manner that will promote the adoption of Enterprise Account Operations Program Standards of account governance, customer advocacy and contractual compliance
• Evaluate overall program performance and voice of customer by gathering, analyzing and interpreting data and metrics.
• Evaluate regularly the efficiency of program procedures according to organizational objectives and apply improvements
• Inspects and certifies the efficiencies and performance of Services Operations (RWorld, RAMP) and Service Excellence Program.
• Actively participates in customer meetings, business reviews and strategy sessions
• Development of organizational structure for service execution at enterprise level.
• Provides strategic direction and collaboration in support of customers with international based contracts Approves high risk services by validating scope, vetting through risk management and legal, and seeing through to completion of services implementation
• Participate in the Fit and Feasibility discussions. Review and approve SLAs
• Responsible for identifying, improving performance, productivity, efficiency and profitability through the engineering/reengineering and implementation of effective best practices and strategies
• Analyze account performance dashboard, P-L and Area Resource Management (Management Staff/FSR) and owns improved customer experience and profitability.
• Responsible for approximately $100M in Enterprise Services revenue and associated gross profit and contribution.
• Drives revenue and gross profit growth within Ricoh Services, in cooperation with key internal and customer stakeholders
• Participates in the review and creation of new business opportunities with current and prospective customers.
• Provides pre-sales support including developing and presenting relevant materials, tools and methods for account implementation and operation
• Approve enterprise program support structure during RFP, renewal, expansions
• Leads enterprise team to identify growth opportunities
• Responsible for the profitability of Enterprise Service operation through audit and management of labor and departmental expenses KPI's
• Other duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications)

• 4-year college degree is preferred; or equivalent experience in related field.
• A proven track record of leadership and integrity by possessing 10-12 years of related experience; 4+ years P-L responsibility and extensive supervisory experience preferred
• Successful track record in management and history of success in strategic account
• Requires 6-8 years of management experience in the area of operations and customer service
• Requires experience in setting goals by defining and prioritizing specific, realistic objectives.
• Requires experience in training by delivering classroom and informal training sessions.
• Possesses experience in a team environment by maintaining positive, productive relationships with co-workers, peers, management, sales, and production departments.
• Proficiency in web based reporting delivery and other personal computer applications a plus.

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

Ricoh USA Benefits

Click Here to view Ricoh USA Benefits