Director, Operations

Ricoh

4d

About The Position

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

Requirements

• Bachelor’s degree preferred or equivalent experience.
• 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 team mentoring.
• Strong communication, facilitation, and collaborative leadership skills.

Responsibilities

• Champion a culture of operational excellence by identifying, piloting, and scaling innovative technologies, automation, and best practices to enhance efficiency, service delivery, and customer experience.
• Lead process improvement initiatives (e.g., Lean, Six Sigma) to optimize workflows, reduce costs, and drive measurable improvements in performance and quality.
• Continuously evaluate and refine operational procedures to align with organizational objectives, industry trends, and evolving client needs.
• Foster creative problem-solving, cross-functional collaboration, and adoption of new solutions to address business challenges.
• Communicate market trends, competitive intelligence, and organizational needs to leadership.
• Leverage data analytics and business intelligence tools to monitor KPIs, identify trends, and inform strategic decisions.
• Integrate financial planning, forecasting, and P&L management into daily operations to achieve and exceed profitability targets.
• Oversee financial reporting, performance dashboards, and labor analysis to ensure transparency and accountability.
• Drive gross margin health by managing costs, optimizing resource allocation, and collaborating with stakeholders to support revenue growth.
• Develop and execute mentorship programs to nurture emerging leaders and build a strong leadership pipeline.
• Own succession planning by identifying high-potential talent, creating development plans, and tracking promotion readiness.
• Foster an inclusive environment that encourages professional growth, cross-training, and knowledge sharing.
• Organize field resources and 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 development.
• Recognize and reward excellence through formal programs and regular feedback.
• Engage proactively with clients to understand needs, deliver value, and ensure satisfaction.
• Lead efforts to retain and expand client relationships through strategic account management and solution-oriented communication.
• Collaborate with sales and vertical leadership on new business opportunities, RFPs, renewals, and expansions.
• Own resolution of account issues to ensure optimal customer satisfaction and long-term partnerships.
• Perform additional responsibilities as assigned.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director