Legal Operations, Field Manager

Ricoh Americas Holdings; Los Angeles (CA); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Commission eligible

Job summary

Ricoh Americas Holdings is seeking a Legal Operations, Field Manager to execute and manage Managed Services across area sites in Los Angeles. You will lead onsite teams, oversee onboarding, billing, and service quality, and ensure alignment with contractual commitments.

The role emphasizes talent development, succession planning, and customer-focused service, with a strong drive for site-level profitability and customer satisfaction.

Qualifications

• Bachelor’s degree preferred.
• 5–7 years of multi-site operations management experience in a client-facing environment.
• Site Manager Level training completed (internal candidates).
• Valid driver’s license and required auto insurance per Ricoh policy.

Responsibilities

• Lead multi-site operations management for the designated area.
• Drive recruitment, development, and succession planning for field resources.
• Manage revenue, billing, and financial reporting at the site level.
• Ensure service delivery aligns with contracts, quality standards, and Ricoh SOPs.
• Develop and maintain strong customer relationships; conduct business reviews and site visits.

Skills

Leadership

Customer service

Communication

PC proficiency

Education

Bachelor’s degree preferred

Site Manager Level training

Job description

Legal Operations, Field Manager

$75,000 - $110,000 per year

Commission Eligible

POSITION PROFILE

This role is responsible for the execution and management of all Managed Services operations across designated area site locations within the assigned territory. The position ensures operational strategy alignment and contractual compliance to drive consistency in site performance and service excellence.

The role also leads account expansion and renewal efforts, with a strong focus on employee selection, development, succession planning, customer experience, and achieving site-level financial objectives. This position is a key member of the Area Operations team.

JOB DUTIES AND RESPONSIBILITIES

Team Leadership & Talent Development

• Promote effective use of internal recruiting and selection processes to attract and hire top talent
• Identify employee training and development needs through competency assessments and Ricoh training programs
• Arrange assignments and development opportunities to enhance team capability and engagement
• Directly manage Managed Services employees within the assigned area
• Oversee and conduct on-site evaluations of FSR performance
• Establish clear goals, roles, and responsibilities; hold team members accountable (internal and external)
• Monitor, evaluate, and recognize employee performance through programs such as Ricoh Recognizes
• Address performance issues and implement improvement plans with appropriate managerial action
• Support succession planning through development of promotable talent
• Participate in onboarding and ongoing development of Area resources
• Position is bonus eligible

Operations & Service Delivery

• Ensure timely execution of Managed Services initiatives in alignment with quality standards and best practices
• Identify service delivery gaps and implement process improvements within client or Ricoh frameworks
• Conduct account certifications to assess service delivery and drive continuous improvement
• Assist with new site installations and expansions, validating operational readiness and customer satisfaction
• Oversee onboarding processes including order management, billing, technical services, and professional services
• Maintain knowledge of Ricoh services, solutions, and internal structure
• Facilitate internal communication cadence as required
• Ensure adherence to Service Excellence standards and site SOPs

Customer Relationship Management

• Develop and maintain strong relationships with internal and external customers
• Facilitate meetings with key customer stakeholders regarding contractual obligations, initiatives, and value-added services
• Create a customer-focused environment through feedback mechanisms and satisfaction surveys
• Conduct regular site visits to evaluate service delivery and gather end-user feedback
• Own customer escalations, including root cause analysis and resolution
• Prepare and deliver customer reports, presentations, and business reviews

Financial & Administrative Management

• Ensure profitability of assigned accounts at the site level; partner with Area Director to achieve financial goals
• Oversee accurate and timely billing processes
• Monitor accounts receivable in collaboration with Shared Services
• Coordinate month-end close and other required accounting activities
• Implement contract pricing escalations across assigned accounts
• Establish and manage reporting packages based on customer requirements
• Support documentation and validation for new business opportunities

Change Management & Continuous Improvement

• Lead and support teams through all phases of change management
• Empower teams to solve problems and drive process improvements
• Remove obstacles and facilitate innovative solutions

Other Responsibilities

• Perform additional duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications)

• Bachelor’s degree preferred
• 5–7 years of multi-site operations management experience in a client-facing professional environment (facilities management or related outsourcing industry preferred)
• Completion of Site Manager Level training (for internal candidates)
• Valid driver’s license and required auto insurance coverage per Ricoh policy

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong leadership skills with a proven ability to motivate and manage teams
• Excellent customer service orientation
• Strong communication and presentation skills
• Proficiency in PC applications and relevant software

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Office environment with standard lighting, ventilation, and moderate noise levels
• Ability to interpret and apply complex information and communicate effectively
• Work is primarily sedentary but may include walking, standing, bending, and lifting up to 50 lbs.
• Requires moderate dexterity and use of basic tools (e.g., keyboard, calculator, hand tools, eye-hand coordination)

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.