Legal Office Services Manager

Ricoh Americas Holdings•Los Angeles, CA

About The Position

The Legal Office Services Manager is accountable for the daily operations of 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 also involves assessing talent, supporting staff career development, and conducting performance management and employee counseling with leadership support. The manager oversees service quality, staffing, customer relationships, contractual service levels, and operational reporting. The position works with customers and internal partners to improve business processes, address service-delivery issues, and maintain financial and contractual responsibilities.

Requirements

High school diploma or GED.
3–5 years of work experience in a related field, such as B2B or technical work.
3–5 years of customer-facing work experience.
Demonstrated high-level knowledge and understanding of technology.
Proficiency as an Off 360 user.
Strategic thinking in processing issues.
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.
Ability to interpret, comprehend, and apply complex material, data, and instructions, and prepare and convey diverse information.
Ability to perform some physical effort, including potentially prolonged standing, walking, bending, reaching, stretching, climbing, and lifting or moving items weighing up to 50 pounds.
Moderate dexterity and regular application of basic skills, including calculator and keyboard use, hand tools, and eye-hand coordination.

Nice To Haves

Previous two years of managerial work experience is strongly preferred.

Responsibilities

Manage daily operations of a small to medium-sized site and supervise a small team of direct reports.
Prioritize competing demands and communicate team vision and priorities while fostering a positive work culture.
Use knowledge of Ricoh products and offerings to apply existing processes or identify alternatives for customer needs and situations.
Manage production labor percentages in accordance with company targets for production-worker and quality-control labor.
Improve operational quality through effective implementation and management of RICOH Service Excellence tools.
Work with customers and, when needed, AOM/ESM or NOM support to achieve service-level agreements and improve business processes.
Maintain a customer-focused environment by gathering end-user feedback, conducting customer satisfaction surveys, and supporting business retention and customer service.
Ensure shift operations meet audit, deadline, and compliance standards using available tools and best practices.
Ensure appropriate staffing by matching employee skills and equipment to production demands.
Motivate employees and recognize accomplishments using Ricoh Recognizes programs.
Set expectations for direct reports and train, cross-train, coach, counsel, direct, and evaluate employees to improve work output and quality.
Identify training and performance-planning targets and develop 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 as needed.
Identify service-delivery gaps or scope creep and update process documentation to align with client or Ricoh frameworks while meeting financial responsibilities.
Coordinate with the sales department to resolve issues involving pricing, orders, and invoicing.
Create or support site-required reporting, customer presentations, and business reviews to align with contractual requirements and provide value-added reporting, with support from AOM/ESM or NOM as needed.
Perform other duties as assigned.