Senior Manager, Legal Office Services

Ricoh • Dallas, TX

6d

About The Position

The Senior Site Manager is accountable for the daily operations of a medium-to-large team and may oversee a complex site and/or multiple sites. The role ensures contracted services—including Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services—meet contract requirements, service-level agreement (SLA) results, and client feedback expectations.

The position manages site personnel and assigned Field Service Representative staff, including recruiting, hiring, onboarding, retention, training and development, succession planning, and performance management. It works to maintain customer satisfaction, operational quality, business retention, and profitable growth through staff leadership, process improvement, customer consultation, reporting, and collaboration with internal and external stakeholders.

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 strategically facilitate complex issues.
• Ability to present to large groups.
• Advanced problem-solving skills.
• Demonstrated 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 daily operations of a medium-to-large site and a medium-to-large team of direct reports.
• Prioritize complex projects while managing multiple competing priorities.
• Foster an inclusive, high-performing team environment that meets SLA objectives.
• Maintain expert knowledge of Ricoh products and service offerings, and consult on strategic and tactical issues with counterparts in other business units and businesses.
• Improve operational quality through effective implementation and management of RICOH Service Excellence tools.
• Manage staffing and performance of assigned site personnel and Field Service Representative staff.
• Create and maintain a customer-focused environment through end-user feedback, customer satisfaction surveys, and Commitment Action Documents.
• Support achievement of audit standards, deadline compliance, and operational best practices.
• Recruit and select staff to ensure locations are properly staffed and attract and retain talent.
• Motivate employees and recognize accomplishments through Ricoh Recognition Programs.
• Identify high performers for succession planning and support employee retention, performance management, and counseling.
• Identify training and performance-planning opportunities through Individual Development Plan management, succession planning, and mentorship.
• Maintain focus on business retention, customer service, team performance, and profitable growth.
• Support, lead, and manage teams through all phases of change management.
• Analyze complex processes, identify opportunities to improve operational effectiveness, conduct root-cause analyses, and resolve issues to ensure customer satisfaction.
• Identify service-delivery gaps and scope creep, and adjust process documentation to align with client and Ricoh frameworks, with support from AOM/ESM or NOM.
• Facilitate resolution of pricing, order-processing, and invoicing issues by interacting with the sales department.
• Maintain daily customer contact within MS operations and customer contact as needed within BIS operations.
• Communicate job expectations and performance standards through training, cross-training, coaching, counseling, directing, and evaluating staff performance.
• Consult with customers to identify workflow enhancements and recommend services that improve business processes.
• Collaborate with leaders, team members, and internal and 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.
• Create and deliver site reports, customer presentations, and business reviews to align with contractual requirements and provide value-added reporting.
• Perform other duties as assigned.

Benefits

• Medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K).
• Health Savings Account (HSA).
• Flexible Spending Account (FSA).
• Team member tuition assistance programs.
• Paid vacation time.
• Paid holidays.
• Additional benefits supporting health, wellness, and personal and professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED