Job DescriptionLegal Operations, Field ManagerPOSITION PROFILEThis 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
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.
