Director, Operations Strategic Accounts

Headquarters•Fairfield, NJ

16h•$120,000 - $165,000

About The Position

When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability, and a sense of urgency all while putting knowledge to work to drive change. In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. has been officially certified as a Great Place to Work since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do and enjoy the people they work with. As a Director, Operations Strategic Accounts, you will lead the operational strategy and execution for our most valued client relationships. In this highly visible role, you will be responsible for aligning internal teams, systems, and resources to ensure the seamless delivery of products and services across our strategic accounts portfolio. This position plays a pivotal role in enabling account growth, ensuring customer satisfaction, and optimizing processes that support long-term, profitable partnerships. You will collaborate closely with Sales, Finance, and other departments to drive operational consistency, manage performance metrics, and support the strategic direction of key client engagements. The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.

Requirements

Bachelor’s degree in business, Operations, or related field.
5+ years of progressive experience in operations, account management, or service delivery, with at least 5 years in a leadership role.
Excellent analytical and critical thinking skills; ability to use data to drive decisions and continuous improvement.
Proven experience supporting or leading operations for complex, high-value strategic accounts.
Strong understanding of client lifecycle management, business processes, and cross-functional collaboration.
Exceptional project management, analytical, and organizational skills.
Excellent communication and stakeholder management skills — both internal and client-facing.
Demonstrated ability to use data to drive process improvements and strategic decision-making.

Nice To Haves

Experience with ServiceNow and/or eAutomate.
Experience in global account support or multinational customer environments.
Hands-on experience applying AI technologies to enhance business operations and customer experiences.
Proficiency in data visualization tools such as Power BI, or Tableau to communicate insights effectively.

Responsibilities

Lead day-to-day operational activities supporting strategic account execution, ensuring all commitments to clients are met or exceeded.
Manage relationships with third-party service providers to ensure performance standards are met and a high level of customer satisfaction is consistently delivered.
Partner with Strategic Account Sales Manager to align operational strategies with account growth goals and client expectations.
Serve as the internal operational point of contact for strategic accounts, coordinating across functions to resolve issues and ensure delivery excellence.
Design and implement scalable processes that improve efficiency, client satisfaction, and internal team performance.
Develop and track KPIs to monitor performance, customer health, and service delivery outcomes across strategic accounts.
Support contract execution, SOW creation, pricing models, and ongoing client reporting and analysis.
Identify risks and proactively implement mitigation strategies to protect service quality and client relationships.
Champion continuous improvement and digital transformation initiatives that enhance client experience.
Mentor and lead cross-functional teams involved in strategic account support and delivery.