Senior Manager, Legal Office Services

Ricoh Americas Holdings•San Francisco, TX

About The Position

Accountable for the daily operations of a medium-to-large team, potentially across a complex site or multiple sites. Ensures contracted services—including Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services—meet contract requirements, service-level agreements (SLAs), and client expectations. Oversees staffing, talent selection and development, employee retention, performance management, and customer service. The role also improves operational quality, supports business retention and profitable growth, manages change, resolves service and process issues, and consults with customers on workflow enhancements and appropriate services.

Requirements

High school diploma or GED.
At least 5 years of experience in a related field, such as a B2B and/or technical environment.
At least 5 years of customer-facing experience.
Demonstrated high-level knowledge and understanding of technology.
Proficiency in Microsoft Office 360.
Ability to facilitate complex issues strategically.
Ability to present to large groups.
Advanced problem-solving skills.
Managerial courage.
Expert customer service skills.
Strong technical aptitude.
Excellent written and verbal communication skills.

Nice To Haves

At least 2 years of prior management experience is strongly preferred.

Responsibilities

Manage the daily operations of a medium-to-large site and a medium-to-large team of direct reports.
Prioritize complex projects and competing priorities while fostering an inclusive, high-performing team that meets SLA objectives.
Maintain expert knowledge of Ricoh products and service offerings; consult on strategic and tactical issues and seek input from other business units and businesses.
Improve operational quality through implementation and management of RICOH Service Excellence tools.
Manage staffing and performance for assigned site personnel and Field Service Representative staff.
Build a customer-focused environment through end-user feedback, customer satisfaction surveys, and Commitment Action Documents.
Support audit standards, deadline compliance, and operational best practices.
Recruit and select staff, support retention, recognize employee accomplishments, and identify high performers for succession planning.
Manage employee performance and counseling, and identify training and development opportunities through Individual Development Plans, succession planning, and mentorship.
Maintain focus on business retention, customer service, team performance, and profitable growth.
Support and lead teams through change management.
Analyze complex processes, identify operational improvements, conduct root cause analyses, and resolve issues to ensure customer satisfaction.
Identify service delivery gaps and scope creep, and update process documentation to align with client and Ricoh frameworks, with support from AOM/ESM or NOM.
Work with the sales department to resolve pricing, order processing, and invoicing issues.
Maintain regular customer contact, daily within MS operations and as needed within BIS operations.
Communicate job expectations and performance standards through training, cross-training, coaching, counseling, directing, and performance evaluation.
Consult with customers on workflow enhancements and recommend services to improve business processes.
Collaborate with leaders, team members, and internal or external stakeholders to implement solutions and initiatives.
Suggest, develop, and implement process improvements that increase quality and productivity.
Complete Monthly Operations Reviews, site reports, and other required documentation; support QSMs.
Prepare and deliver site reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-added reporting.
Perform other duties as assigned.