Director, Operations

Ricoh Careers•Austin, TX

22d

About The Position

Provides strategic leadership and direction over Managed Services operations teams within a vertical, driving innovation, operational excellence, and business growth. The Director, Operations is accountable for fostering a culture of continuous improvement, data-driven decision making, financial achievement and talent development, while ensuring exceptional client engagement, retention, and expansion.

Requirements

4-year college degree preferred; or equivalent experience in related field.
10–12 years of relevant experience, including 4+ years of P&L responsibility and extensive supervisory experience.
Proven track record in strategic account management, operations leadership, and driving innovation.
Experience in data analytics, process improvement, and mentoring teams.
Strong communication, facilitation, and collaborative leadership skills.
Superior customer service orientation and strategic thinking.
Demonstrated ability to lead innovation and process improvement initiatives.
Proficiency in data analytics, reporting tools, and business intelligence platforms.
Strong mentorship and talent development capabilities.
Excellent judgment, problem-solving, and change management skills.

Responsibilities

Champion a culture of operational excellence by continuously identifying, piloting, and scaling innovative technologies, automation, and best practices to enhance efficiency, service delivery, and customer experience.
Lead and implement process improvement initiatives (e.g., Lean, Six Sigma) to optimize workflows, reduce costs, and drive measurable improvements in performance and quality.
Regularly evaluate and refine operational procedures to ensure alignment with organizational objectives, industry trends, and evolving client needs.
Foster an environment that encourages creative problem-solving, cross-functional collaboration, and the adoption of new solutions to address business challenges.
Communicate market trends, competitive intelligence, and organizational needs to leadership.
Utilize data analytics and business intelligence tools to monitor key performance indicators, identify trends, and inform strategic decisions.
Integrate financial planning, forecasting, and P&L management into daily operations to achieve and exceed profitability targets, including gross margin expectations.
Oversee the production and review of financial reports, performance dashboards, and labor analysis to ensure transparency, accountability, and continuous improvement.
Drive gross margin health by proactively managing costs, optimizing resource allocation, and collaborating with internal stakeholders to support revenue growth and operational efficiency.
Develop and execute mentorship programs to nurture emerging leaders and build a robust leadership pipeline.
Take ownership of succession planning by identifying high-potential talent, creating development plans, and tracking promotion readiness.
Foster a collaborative, inclusive environment that encourages professional growth, cross-training, and knowledge sharing.
Organize field resources and work assignments to maximize efficiency and job satisfaction.
Promote effective recruiting, onboarding, and development of high-performing teams.
Establish clear goals, roles, and responsibilities; track KPIs and hold leaders accountable for coaching and developing team members.
Recognize and reward excellence through formal programs and regular feedback.
Proactively engage with clients to understand their needs, deliver value, and ensure satisfaction.
Lead efforts to retain and expand client relationships through strategic account management, regular business reviews, and solution-oriented communication.
Collaborate with sales and vertical leadership to identify new business opportunities, support RFPs, renewals, and expansions.
Own the resolution of account issues, ensuring optimal customer satisfaction and long-term partnerships.
Perform other duties as assigned.