Legal Office Services Manager

Ricoh•Austin, TX

About The Position

The Legal Office Services Manager, also referred to as Site Manager, is accountable for daily operations at a small- to medium-sized site and manages a small team. The role manages contracted services that may include copy, courier, managed print, hospitality, imaging, and mail services. It assesses talent, supports staff career development, and conducts performance management and employee counseling with support from assigned leadership. The manager oversees service delivery, staffing, quality, customer satisfaction, and financial responsibilities. The role maintains formal daily customer contact, works with customers to improve business processes, and supports reporting, presentations, and business reviews in alignment with contractual requirements. It also develops and supports employees through training, coaching, counseling, performance evaluation, and individual development planning.

Requirements

High school diploma or GED required.
3–5 years of work experience in a related field, such as B2B and/or technical work.
3–5 years of customer-facing work experience required.
Demonstrated high-level knowledge and understanding of technology.
Proficiency as an Off 360 user.
Strategic thinking and issue processing skills.
Ability to present to a medium-sized group.
Complex problem-solving skills.
Professional customer-service skills.
Professional technical aptitude.
Professional written and verbal communication skills.

Nice To Haves

Two years of previous managerial work experience strongly preferred.

Responsibilities

Manage daily operations of a small- to medium-sized site and a small team of direct reports.
Prioritize competing work, communicate team vision and priorities, and foster a positive culture to support retention.
Use knowledge of Ricoh products and offerings to apply existing products and processes or identify alternatives.
Manage production labor percentages and quality-control labor in line with company targets.
Improve operational quality through effective implementation and management of Ricoh Service Excellence tools.
Work with customers to improve business processes and achieve service-level agreements, with support from AOM/ESM or NOM.
Maintain a customer-focused environment through regular end-user feedback and customer satisfaction surveys, with a focus on retention and service.
Support achievement of audit, deadline, and compliance goals for the shift using tools and best practices.
Ensure the location is appropriately staffed by matching employee skills and equipment to production demands.
Motivate employees and recognize accomplishments using Ricoh Recognizes programs.
Communicate expectations and consequences to direct reports; train, cross-train, coach, counsel, direct, and evaluate employees to improve output and quality.
Identify training and performance-planning targets and develop assigned staff through Individual Development Plan Management.
Evaluate team-member performance and provide career-development and training opportunities.
Maintain formal daily contact with the customer and develop an in-depth understanding of client requirements, with support from AOM/ESM or NOM.
Identify service-delivery gaps or scope creep and adjust process documentation to fit the client or Ricoh framework while meeting financial responsibilities.
Work with the sales department to resolve issues concerning pricing, orders, and invoicing.
Create or support site-required reporting, customer presentations, and business reviews to align with contractual requirements and value-add reporting, with support from AOM/ESM or NOM.
Perform other duties as assigned.