Mgr, Program Services

Job Description

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

The Program Manager supports the development, implementation and management of the various National Operations programs. Directs the team to ensure consistent operations and fulfillment of customer and company-specific SLAs. Leverages Ricoh technology, solutions and operational methodologies to create the value proposition for both internal and external customers. A key contributor to the implementation and success of proprietary solutions. Supports field understanding/knowledge of specific solutions, ability to design, price, scope, implement, and operate effectively. Partners with leaders across business lines to deliver expected results for the programs, and acts as a liaison between parties.

JOB DUTIES AND RESPONSIBILITIES

• Validates and supports the development of SOW, SLA's, for assigned programs
• Provides direction and oversight for field execution.
• Develop field independence by implementing and/or supporting national/global training initiatives including: vertical solutions, developing focused materials, leveraging existing courseware, establishing training goals, facilitating delivery and providing feedback and reporting/'
• Responsible for increasing of aftermarket revenue growth and profit contribution by supporting sales growth opportunities, implementing revenue growth strategies and executing cost control measures, consistent with and company goals
• Drives financial profitability -- encourages team to identify growth opportunities within assigned Programs
• Collaborates with local, regional and national resources to ensure consistent delivery of Ricoh's solutions and programs.
• Initiates and cultivates strong business partnerships within the organization in support of national /global account program initiatives; interacts with key functional resources to identify business needs and solutions
• Provides overall program reporting and regular follow-up and review to senior management
• Ensures the identification and sharing of best practices across the spectrum of supported Programs; quickly adapts new ideas to meet changing customer needs
• Leads efforts to incorporate core company platforms, products and solutions (ex. TRAC, MDS, etc.) into daily operations
• Implements procedures and processes that support organizational goals and initiatives
• Facilitates collaborative problem solving strategies to resolve operational and customer issues through effective communication with all levels
• Leads initiatives to modify and improve TS programs, practices and policies to better meet the needs.
• Training Development

Job Description Continued

• Develops, implements and measures the training and development for new and existing Programs
• Implements and/or supports national/global training initiatives including: developing focused materials, leveraging existing courseware, establishing training goals, facilitating delivery and providing feedback on training needs and goal achievement
• Team Management
• Leverages individual competencies and expertise to create a highly-focused, energized and supportive team
• Clearly establishes job expectations by conducting required employee Performance Appraisals and IDPs, establishing a regular cadence of communication and consistently following-up on employee results achieved
• Establishes and promotes core standards for repeatable and consistent operational account management
• Clearly communicates job expectations/consequences of employees by training, cross-training, coaching, counseling, directing, evaluating the work of subordinates to increase their performance and work quality.
• Customer Relationships
• Builds executive and influencer level relationships within assigned vertical accounts
• Provides pre-sales support for the Vertical Accounts sales team including developing and presenting relevant materials, tools and methods for account implementation and operation
• Actively participates in quarterly and annual business reviews and strategy sessions
• Continuously monitors and acts on key customer metrics and feedback
• Coordinating, managing and conducting site visits, meetings with client contact and references for Ricoh prospects supporting sales efforts
• Performs other duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications)

• Bachelor degree required or equivalent experience in related field.
• Possess leadership type qualities
• Proficiency in web based reporting delivery and other personal computer applications a plus.
• Successful track record in management and history of success in strategic account
• Must be experienced in setting goals by defining and prioritizing specific, realistic objectives
• Must have excellent presentation skills
• Proven track record in project management

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

Additional Pay Details:

Compensation range is $87,300-$120,200

Position is bonus eligible.

Ricoh USA Benefits

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