Senior Services Operations Leader - Onsite in Parma, OH

Ricoh USA, Inc.; Parma (OH); On-site; USD 110,000 - 170,000; Full time

Job summary

Ricoh USA, Inc. in Parma, OH seeks a Senior Services Operations Manager to lead enterprise accounts onsite and drive operational excellence, profitability, and strong client relationships. This role manages a team and partners cross-functionally to deliver strategic solutions and flawless service delivery.

You will guide executive-facing engagements, governance discussions, and cost controls while ensuring SLAs and contractual commitments are met. This is an onsite role based in Parma, Ohio.

Qualifications

• 5+ years of leadership experience in customer-facing operations.
• Experience in BPO, Print, Mail, or Managed Services.
• Demonstrated success managing P&L responsibility and improving business performance.
• Strong communication, relationship-building, and presentation skills.
• 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.

Skills

Leadership

P&L ownership

Client-facing

Strategic meetings

Business reviews

Executive presentations

Print/Mail/Managed Services

Change management

Team development

Education

Bachelor's degree or equivalent experience

Job description

Ricoh USA, Inc. in Parma, OH seeks a Senior Services Operations Manager to lead enterprise accounts onsite and drive operational excellence, profitability, and strong client relationships. This role manages a team and partners cross-functionally to deliver strategic solutions and flawless service delivery.

You will guide executive-facing engagements, governance discussions, and cost controls while ensuring SLAs and contractual commitments are met. This is an onsite role based in Parma, Ohio.