National Operations Manager

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 National Operations Manager functions in as primary operational point of contact to assigned
Global/Vertical customers, primarily in North America.
Directly responsible for oversight of Ricoh employees, including individual contributors and
managers. Is engaged from contractual concept or assignment through account management and
retention
Responsible for proactive communications with key customers to ensure that expected and agreed to
standards of performance are being met locally and nationally. Responsible for P L reconciliation,
strategic implementation, employee relations and customer relations for designated account(s).
Administers the implementation process and operational best practices by engaging the necessary
resources and high levels of functional integration to ensure the attainment of all Service LevelDevelops People • Promotes effective use of internal recruiting and selection process to attract and hire talent.• Identify employee training and development expectations through formal competency
assessments and Ricoh training offerings to achieve proficiencies for direct and indirect EAO
resources.• Arranges assignments, training and other experiences to build team members' learning,
development and job satisfaction. • Coach and develop of up to 200 direct and indirect employees within enterprise portfolio.

Agreements. Responsible for business retention through customer relationship, managing issues,
contract adherence and ensuring overall customer satisfaction

JOB DUTIES AND RESPONSIBILITIES

Develops People • Promotes effective use of internal recruiting and selection process to attract and hire talent.• Identify employee training and development expectations through formal competency
assessments and Ricoh training offerings to achieve proficiencies for direct and indirect EAO
resources.• Arranges assignments, training and other experiences to build team members' learning,
development and job satisfaction. • Coach and develop of up to 200 direct and indirect employees within enterprise portfolio.

Establishes goals, clarifies roles and responsibilities and holds work group members
(Internal/External) accountable. • Collaborates with other leaders, team members, and internal or external customers to
implement a solution or initiative. • Continually monitor, evaluate and recognize employee excellence leveraging the Ricoh
Recognizes program. • Creates strong performing teams through effective feedback, recognition and compensation
management.• Confronts performance issues and collaboratively establishes steps for improvement
including the courage to take corrective action when necessary. • Serves as a mentor to team members and leads by example.• Sets expectations and empowers others to solve problems and facilitates discussions that
generate creative solutions and removes obstacles to necessary process changes.

Customer Relations• Develops key relationships with both internal and external customers.• Advocate as voice of the customer by creating and directing cross-functional teams to quickly
prioritize actions that create maximize value and enhance customer partnership • Identify gaps in service delivery and adjust process documentation to work within the client
and Ricoh framework • Owns the resolution of account issues to ensure optimal customer satisfaction.• Facilitates meetings with key customer contacts inclusive of contractual obligations, current
initiatives and strategic business planning • Create template and cadence to ensure alignment with contractual requirements and value
add reporting

Operational Effectiveness• Responsible for approximately $13M in Enterprise Services revenue and associated gross
profit and contribution.• Supports customer global operation strategy by collaborating with key internal and external
team members to implement the solution or initiative.• A SME in the EAO Program standards; tools, processes and best practices. • Ensure that all EAO Program initiatives are executed in a timely manner and in alignment with
quality requirements by utilizing program tools and best practices • Demonstrates working knowledge of Ricoh and possesses an ability to navigate internal
structure. • Facilitates a regular cadence for internal communications (Best Practices, Challenges, and
Opportunities) with all appropriate functional areas (sales, PS, TS MS etc.) • Responsible for identifying, improving performance, productivity, efficiency and profitability
through the engineering/reengineering and implementation of effective best practices and
strategies in support of building customer value

Job Description Continued
• Inspect and ensure execution of certification, adherence to service delivery standards and
identify areas for continuous improvement • Implementation of the Core Team processes - Account Charter, EAO Ricoh Account
Management Playbook (RAMP), Ricoh Service Excellence, operational strategy and internal
and external CAD for assigned accounts • Oversight of Ricoh's on-boarding support processes (order management, billing, tech
services, enterprise services) in relation to customer expectation satisfaction.• Participate in the creation and management of implementation plans for assigned accounts.• Establish and identify applicable reporting packages based on customer requirements.• Implement change management strategies that support Ricoh's short and long term business
strategies

Opportunity Identification• Maintains a continuing education of new products and services to identify service growth
opportunities• Validate new opportunity, bring resources and tools to assure execution in a timely fashion• Participate in team selling model in support of US and OUS activities. Interface with other
Global/Region teams in support of customer.
Finance/Billing• Ensures profitability of all assigned accounts down to individual site locations. Identifies
sources of poor profitability; works with appropriate resources to make changes and restore
profitability.• Oversees billing and ensures accuracy for assigned accounts. Escalates concerns to the
appropriate resource within customer admin. Works with A/R to resolve collections issues
with assigned customers.• Performs other duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications)

• Requires 4 year college degree or equivalent experience
• 3 - 5 years management experience strongly preferred
• 2+ years of project management experience strongly preferred
• A proven track record in marketing new products and services including standard and some advanced services - solutions.
• Must have a proven track record of relationship building with both internal and external customers
• Must have a demonstrated knowledge and understanding of technology (networks, security, print servers and print devices)

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

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