Senior Operations Manager – Print & Mail Services
Ricoh•Parma, OH
•$90,000 - $110,000•Onsite
About The Position
The Senior Services Operations Manager serves as the primary operational and client-facing leader for assigned enterprise accounts. This role is responsible for delivering operational excellence, driving profitability, managing customer relationships, and leading a team of direct reports within a managed services environment. This will be an Onsite Position in Parma, OH.
Requirements
- Bachelor's degree or equivalent experience.
- 5+ years of leadership experience in customer-facing operations.
- Demonstrated success managing P&L responsibility and improving business performance.
- Strong communication, relationship-building, and presentation skills.
Nice To Haves
- BPO, Print, and Mail Services experience
- Strong P&L ownership and profitability management
- Proven success in a client-facing leadership role
- Experience leading strategy meetings, business reviews, and executive presentations
- Experience handling large complex clients through print and mail operations.
- How to influence change without direct management
- Experience in BPO, Print, Mail, or Managed Services environments strongly preferred.
- Project management and continuous improvement experience preferred.
Responsibilities
- Serve as the primary operational contact for key customer accounts.
- Lead customer strategy meetings, business reviews, and governance discussions.
- Build strong executive-level client relationships and ensure customer satisfaction.
- Ensure contractual commitments and service level agreements are achieved.
- Identify service improvement and growth opportunities.
- Lead, coach, and develop a team of 15–20 direct reports.
- Drive accountability, performance management, and employee engagement.
- Foster a culture of continuous improvement and operational excellence.
- Oversee daily service delivery and operational performance across assigned accounts.
- Drive process improvements that enhance efficiency, quality, and customer value.
- Own account financial performance, including revenue, profit, and margin management.
- Drive profitability through strategic planning, cost control, and operational efficiencies.
- Partner cross-functionally to implement customer initiatives and business solutions.
Benefits
- Medical insurance options
- Dental insurance options
- Life insurance options
- Disability insurance options
- Retirement Savings Plan (401K)
- Health Savings Account (HSA)
- Flexible Spending Account (FSA) investments
- Team member tuition assistance programs
- Paid vacation time
- Paid holidays annually
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
