Advisory Services Operations Manager

Ricoh Americas Holdings•Tucker, IL

3d•Hybrid

About The Position

The Advisory Services Operations Manager serves as the primary operational leader for assigned enterprise customers, primarily across North America. This role oversees customer operations, service delivery, financial performance, and team leadership to ensure exceptional customer experiences, operational excellence, and contractual compliance. The position manages strategic customer relationships, drives continuous improvement initiatives, and leads teams in delivering high-quality managed services.

Requirements

Bachelor’s degree preferred or equivalent combination of education and experience.
5+ years of leadership or people management experience.
Experience managing customer relationships and operational service delivery.
Strong business acumen with experience managing budgets, revenue, and profitability.
Knowledge of managed services, operations management, and continuous improvement practices.
Strong leadership and team development skills.
Excellent communication and relationship-building abilities.
Customer-focused mindset with strong problem-solving capabilities.
Ability to manage multiple priorities in a fast-paced environment.
Project management and strategic planning experience.
Strong analytical and organizational skills.

Nice To Haves

2+ years of project or program management experience preferred.
ITIL certification or related operational certifications are a plus.

Responsibilities

Serve as the primary operational contact for assigned enterprise customers.
Build and maintain strong customer relationships at all organizational levels.
Lead service delivery reviews, business planning discussions, and operational governance meetings.
Ensure customer satisfaction through proactive issue resolution and contract compliance.
Manage day-to-day operations for assigned accounts, ensuring service level agreements (SLAs) and performance objectives are met.
Drive process improvements, operational efficiency, and best practice adoption.
Support implementation and onboarding activities for new services and customer initiatives.
Collaborate with cross-functional teams to execute strategic programs and customer solutions.
Oversee account profitability, revenue performance, billing accuracy, and financial reporting.
Identify risks and opportunities that impact operational and financial results.
Partner with internal stakeholders to improve business outcomes and customer value.
Lead, develop, and support managers and individual contributors across assigned customer environments.
Create a culture of accountability, engagement, continuous learning, and high performance.
Coach team members, manage performance, and support talent development initiatives.