Job DescriptionJob DescriptionSenior Program Manager, OP Operations & PSPosition Profile The Senior Program Manager, Operations & Professional Services (PS), serves as a strategic leader for the Professional Services team, overseeing both strategic and tactical aspects of design and implementation resources specializing in IT solutions.
This role collaborates closely with Regional Directors of Professional Services, Managers of Professional Services, Marketing, Sales, Sales Operations, and cross-functional operational leaders within Enterprise Services. The objective is to gather requirements and implement processes that enhance efficiency and improve the overall customer experience.
The Senior Program Manager defines and promotes best practices, ensuring systems and processes are optimized for the effective sale and delivery of advanced software and services to customers with maximum operational efficiency.
Key Responsibilities - Partner with the Director of PS Operations to analyze, plan, implement, and govern systems and processes aligned with organizational strategy.
- Collaborate with Managers of Professional Services (MPPS) to plan, coach, advise, and evaluate progress toward individual and team utilization and profitability goals.
- Ensure adherence to Ricoh Methodology Framework (RMF).
- Manage Statements of Work (SOW), one-off agreements, vendor quotes, and other sales documentation required to support the sales process.
Additional Responsibilities - Partner with Sales Operations and PPBG Marketing to implement processes that reduce cycle times from quote to customer acceptance for advanced software and services.
- Develop and execute process improvements that enhance the customer experience across the sale and delivery lifecycle.
- Manage CHAMPS, UPS Store, and other programs requiring coordination and scheduling of the Field Operations team.
- Collaborate cross-functionally with Enterprise Services to leverage systems and processes that improve efficiency and effectiveness within the Print organization.
- Maintain strong working relationships with TS and PPSC to ensure operational efficiency in supporting print customers.
- Lead, motivate, coach, and advise the MPPS team, fostering a positive culture while driving achievement of performance objectives.
- Monitor and support Field Operations training initiatives to ensure continuous development of technical and business skills; partner with PPBG on training coordination.
- Drive improvements in total and billable utilization for Field Operations resources.
- Identify process improvement opportunities and partner with the Director of PS Operations to develop future-state business workflows.
- Communicate clearly with field teams regarding issues, solutions, and process enhancements.
- Analyze monthly activity and performance results; provide insights and guidance to the MPPS team on Professional Services performance.
- Stay informed on company initiatives and industry trends; share relevant updates with field operations and sales teams.
- Perform other duties as assigned.
Qualifications (Education, Experience, and Certifications) - Bachelor's degree or equivalent experience required.
- Minimum of 4-6 years of operational management experience.
- Minimum of 7 years of Professional Services sales and operations experience.
- Proficiency with PC applications required.
- Valid driver's license and minimum auto insurance coverage in accordance with company policy required.
Knowledge, Skills, and Abilities - Willingness to travel regionally and nationally as needed. Exhibits sound judgment and identifies market trends through the collection, organization, and analysis of statistical data.
- Comfortable collaborating with senior executive leadership on problem-solving, process improvement, metrics, and reporting initiatives.
- Project Management Professional (PMP) certification preferred.
- Six Sigma certification or equivalent experience preferred.
- Experience documenting business process workflows preferred.
- Experience implementing new processes across large organizations preferred.
Working Conditions and Mental & Physical Demands - Primarily an office-based environment with standard lighting, ventilation, and typical ranges of temperature and noise levels.
- May require moderate overnight travel for several days per month.
- Work assignments are diverse and require the ability to interpret, analyze, and apply complex information, data, and instructions to produce and communicate results.
- Minimal physical exertion required. The role is largely sedentary but may involve occasional walking, standing, bending, reaching, and lifting or carrying items up to 10 pounds (e.g., files, books, small office equipment).
- Requires moderate manual dexterity, including regular use of standard office tools such as computers, keyboards, calculators, and occasional use of small hand tools.
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.
