Senior Services Operations Leader - AI-Driven, Multi-Site P&L

Ricoh USA, Inc.; Madison (WI); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, life, and disability

401K with HSA and FSA options

Tuition assistance

Paid vacation

Paid holidays

Job summary

Ricoh USA, Inc. is seeking a Senior Services Operations Manager to lead Managed Services delivery across North America, overseeing Ricoh employees, including managers.

You will drive performance against SLAs, manage P&L, and lead strategic initiatives with a focus on digital analytics, cost-to-serve, and continuous improvement. You will develop talent, coordinate cross-functional teams, and ensure customer satisfaction while aligning with Ricoh standards and change programs.

Qualifications

• Requires a 4 year college degree or equivalent experience.
• 3 - 5 years management experience required.
• 2+ years of project management experience strongly preferred.
• Ability to learn and master industry specific applications.
• ITIL Fundamentals and Lean Six Sigma knowledge preferred.

Responsibilities

• Coaches and develops up to 100+ employees within the account portfolio.
• Establishes goals, clarifies roles and responsibilities and holds team members accountable.
• Collaborates with leaders and customers to implement solutions and initiatives.
• Creates high-performing teams through feedback and compensation management.
• Addresses performance issues and takes corrective action when needed.
• Mentors team members and leads by example.

Skills

Leadership

Project management

Communication

Analytics

AI literacy

Change management

P&L management

Vendor management

Relationship building

Negotiation

Adaptability

ITIL knowledge

Lean Six Sigma

PMO experience

Workflow optimization

Education

4-year college degree or equivalent

Job description

Ricoh USA, Inc. is seeking a Senior Services Operations Manager to lead Managed Services delivery across North America, overseeing Ricoh employees, including managers.

You will drive performance against SLAs, manage P&L, and lead strategic initiatives with a focus on digital analytics, cost-to-serve, and continuous improvement. You will develop talent, coordinate cross-functional teams, and ensure customer satisfaction while aligning with Ricoh standards and change programs.