Ricoh USA, Inc. · 2 hours ago
Advisory Services, Legal Operations Manager
Richmond, VA
Full-time
Hybrid
Senior Level
5+ years expRicoh USA, Inc. is an integrated solutions provider that connects people and technology to empower business success. They are seeking an Advisory Services, Legal Operations Manager who will oversee operational aspects for assigned Global and Vertical customers, manage employee relations, and ensure customer satisfaction through effective relationship management and operational best practices.
ConsultingDocument PreparationInformation Technology
Responsibilities
Promotes effective use of internal recruiting and selection processes to attract and hire top talent
Identifies employee training and development needs using competency assessments and Ricoh training offerings
Assigns training, development opportunities, and experiences to support employee growth and job satisfaction
Provides strategic development for up to 200 employees across the enterprise portfolio
Establishes goals, clarifies responsibilities, and holds internal and external team members accountable
Collaborates across teams and departments to implement solutions or initiatives
Continuously monitors, evaluates, and recognizes employee performance through the Ricoh Recognizes program
Builds high-performing teams through feedback, recognition, and compensation management
Addresses performance issues promptly and collaborates on improvement plans, taking corrective action when necessary
Serves as a mentor and leads by example
Sets expectations, empowers problem solving, and removes obstacles to process improvement
Develops strategic customer relationships to strengthen long-term partnerships
Acts as the voice of the customer by directing cross-functional teams and prioritizing value-driven actions
Identifies gaps in service delivery and refines processes within customer and Ricoh frameworks
Uses analytical methods to diagnose and resolve complex customer issues
Facilitates meetings with key customer stakeholders on contractual obligations, initiatives, and strategic planning
Creates templates and cadences to ensure alignment with contractual requirements and value-added reporting
Manages approximately $13M in Enterprise Services revenue and associated profitability
Drives global operational strategy through collaboration with internal and external partners
Serves as a subject matter expert on EAO Program standards, tools, processes, and best practices
Ensures timely execution of program initiatives in alignment with quality requirements
Demonstrates deep working knowledge of Ricoh’s internal structure and acts as an advisor
Facilitates recurring internal communications on best practices, challenges, and opportunities
Identifies improvements in performance, productivity, efficiency, and profitability through best practice implementation
Ensures certification compliance, service delivery standards, and continuous improvement
Oversees implementation of Core Team processes, including Account Charters, the Ricoh Account Management Playbook (RAMP), Service Excellence, and CAD activities
Supports onboarding processes (order management, billing, tech services, enterprise services) in alignment with customer expectations
Participates in creation and management of implementation plans for assigned accounts
Establishes appropriate reporting packages based on customer needs
Implements change management strategies that support Ricoh's short- and long-term business goals
Maintains ongoing knowledge of new products and services to identify growth opportunities
Validates new opportunities and ensures timely execution through proper resource alignment
Participates in team selling efforts supporting U.S. and international activities; interfaces with global teams
Ensures profitability of all assigned accounts, including individual sites; identifies drivers of poor performance and partners to correct issues
Oversees billing accuracy and escalates customer admin concerns as needed
Partners with Accounts Receivable to resolve collection issues
Performs other duties as assigned
Qualification
Required
Bachelor's degree preferred or equivalent experience
5+ years of direct management experience preferred
2+ years of project management experience strongly preferred
ITIL Certification recommended
Proven success in marketing new products and services, including advanced solutions
Strong track record of internal and external relationship building
High-level understanding of technology, including networks, security, print servers, and print devices
Strong oral and written communication skills; able to communicate with all levels of management, vendors, employees, and customers
Highly self-directed with strong initiative
Strong customer relationship skills
Project management proficiency
Strong prioritization and multitasking capabilities in a fast-paced environment
Proficient with standard software applications
Demonstrated problem-solving, analytical thinking, and product/service knowledge
Ability to independently support areas such as PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical-specific processes
Benefits
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.
Company
Ricoh USA, Inc.
At Ricoh, we bring people, processes, and technology together to make information work for you.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Sourabh Jha
Principal Strategist to CEO, Strategic Planning, Analytics and Intelligence
Karen Allman
VP, Technology Portfolio and Partner Management
Recent News
2025-05-06
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