POSITION PROFILE

The Vice President of Managed Services for On-Site Operations provides executive leadership and guidance to managed service operations personnel at the client site, with a focus on customer satisfaction, contract execution, and profitable delivery of services. Responsible for coaching, motivating, training, and advising the operations team.

The Vice President directs the leadership team to ensure consistent operations and fulfillment of contracts including customer-specific service level agreements (SLA) across all account types and portfolios, including all industries, global, managed, technical professional and IT services. The Vice President works through executive leadership to achieve maximum levels of customer satisfaction and to attain both short- and long-range goals and objectives. This executive has a focus on continual improvement of client-based employees as well as customer and support processes.

The Vice President contributes to the success of all service areas through collaboration and supportive engagement. This individual operates under a broad scope of authority within generally accepted guidelines.

Job Duties & Responsibilities:

• Drives operational activities responsible for revenue and profit growth in all accounts nationally

• Partners with the Sales organization to develop growth strategies that increase combined return on sales growth

• Drives implementation of services that balance labor and technology solutions to drive customer outcomes

• Attends Customer Quarterly Updates as needed for executive sponsorship

• Provides leadership and operational management to the service organization

• Partners across the organization, including Sales develop effective service delivery execution programs

• Responsible for staying current with customer, industry and RICOH business trends.

• Builds executive and influencer level relationships cross functionally both internally and externally.

• Responsible for developing and delivery of effective Quarterly Strategic Updates

• Responsible for attaining revenue plan and account retention / development

• Engages all RICOH lines of business with customer functional areas

• Serves as sponsor and champion of quality customer service and retention initiatives.

• Contributes to Region and corporate overall service strategy through participation in national customer service project teams.

• Provides the Managed Services Operations organization leadership and management to ensure achievement of customer service objectives and implementation of processes, consistent with region and company plans.

• Plans and organizes human resources to gain maximum efficiency and deliver optimum customer responsiveness.

• Develops high performance operational executive and management teams through effective recruiting, performance management and coaching, provides challenging assignments and opportunities for development, and rewards performance through effective recognition and compensation management.

• Works with Human Resources to develop and leads effective employment strategies including areas of recruiting, compensation and recognition.

• Drives a culture of highly value employees with a focus on reduced voluntary turnover.

• Ensures that at all times, business conducted within the organization is of the highest ethical and professional standards.

• Leads, motivates and coaches the Managed Services Operations team, while maintaining a positive attitude and setting an example of professionalism in a demanding, fast-paced business environment. Keeps customer service team apprised of changing policies, competitive developments and market trends.

• Maintains close, personal touch with employees at all levels in the customer service organization through regular communication venues including communication meetings, team meetings and employee interviews.

• Partners with the leader of Service Delivery to push more advanced services implementation and support activities to Field Operations constantly enhancing the knowledge of field operations personnel.

• Generates and monitors KPI’s and other appropriate performance measurements pertaining to the customer and operation teams

• Performs other duties as assigned.

Qualifications (Education, Experience, & Certifications):

• Requires 4-year college degree or equivalent experience.

• 7-10 years of management experience in the area of operations and customer service is strongly preferred

• Strongly prefer a minimum of 5 years of executive service assignments.

• Must have excellent presentation skills

• Must be experienced in setting goals by defining and prioritizing specific, realistic objectives.

• Must have a proven track record of relationship building with both internal and external customers.

Knowledge, Skills & Abilities:

• Possesses leadership ability and sound judgment and decision-making ability.

• Displays a strong ability for self-direction and exhibits a high degree of initiative

• Possesses problem-solving and facilitation skills.

• Must possess excellent negotiation skills and be a diplomat.

• Must be highly motivated with the ability to handle multiple assignments and operate effectively in a fast-paced environment

• Possesses superior interpersonal and communications skills.

• Possesses excellent customer service skills including ability to follow up to ensure closure of issues.

• Possesses strong organizational and analytical skills.

• Must possess excellent negotiation skills, and be a diplomat and liaison to the Regions

• Possesses excellent listening and interviewing skills, tact, charisma and the ability to negotiate.

Working Conditions, Mental & Physical Demands:

• Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.

• Frequent overnight travel is required.

• Requires frequent contact with cross functional executive leadership as well as internal and external customers. Requires internal contacts via phone and in person with all levels of management to resolve customer complaints and develop strategy on negotiations of deals.

• Requires external contacts via email, phone and in person with senior levels of management for negotiations of Global/National deals.

• Work has stress due to the impact the incumbent's actions have on company results.

• Minimal physical effort is required, lifting items typically weighing less than 10 lbs.

• Requires regular use of a computer and calculator to access customer base information and analyze statistical data.

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.

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest in Yourself:

At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.

• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.

• Augment your education with team member tuition assistance programs.

• Enjoy paid vacation time and paid holidays annually

• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

EEO/Affirmative Action Employer -- M/F/Disability/Veteran