Legal Operations, Field Manager

Legal 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 RESPONSIBILITIESTeam Leadership & Talent DevelopmentPromote effective use of internal recruiting and selection processes to attract and hire top talentIdentify employee training and development needs through competency assessments and Ricoh training programsArrange assignments and development opportunities to enhance team capability and engagementDirectly manage Managed Services employees within the assigned areaOversee and conduct on‑site evaluations of FSR performanceEstablish clear goals, roles, and responsibilities; hold team members accountable (internal and external)Monitor, evaluate, and recognize employee performance through programs such as Ricoh RecognizesAddress performance issues and implement improvement plans with appropriate managerial actionSupport succession planning through development of promotable talentParticipate in onboarding and ongoing development of Area resourcesOperations & Service DeliveryEnsure timely execution of Managed Services initiatives in alignment with quality standards and best practicesIdentify service delivery gaps and implement process improvements within client or Ricoh frameworksConduct account certifications to assess service delivery and drive continuous improvementAssist with new site installations and expansions, validating operational readiness and customer satisfactionOversee onboarding processes including order management, billing, technical services, and professional servicesMaintain knowledge of Ricoh services, solutions, and internal structureFacilitate internal communication cadence as requiredEnsure adherence to Service Excellence standards and site SOPsCustomer Relationship ManagementDevelop and maintain strong relationships with internal and external customersFacilitate meetings with key customer stakeholders regarding contractual obligations, initiatives, and value‑added servicesCreate a customer‑focused environment through feedback mechanisms and satisfaction surveysConduct regular site visits to evaluate service delivery and gather end‑user feedbackOwn customer escalations, including root cause analysis and resolutionPrepare and deliver customer reports, presentations, and business reviewsFinancial & Administrative ManagementEnsure profitability of assigned accounts at the site level; partner with Area Director to achieve financial goalsOversee accurate and timely billing processesMonitor accounts receivable in collaboration with Shared ServicesCoordinate month‑end close and other required accounting activitiesImplement contract pricing escalations across assigned accountsEstablish and manage reporting packages based on customer requirementsSupport documentation and validation for new business opportunitiesChange Management & Continuous ImprovementLead and support teams through all phases of change managementEmpower teams to solve problems and drive process improvementsRemove obstacles and facilitate innovative solutionsOther ResponsibilitiesPerform additional duties as assignedQUALIFICATIONS (Education, Experience, and Certifications)Bachelor's degree preferred5–7 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 policyKNOWLEDGE, SKILLS, AND ABILITIESStrong leadership skills with a proven ability to motivate and manage teamsExcellent customer service orientationStrong communication and presentation skillsProficiency in PC applications and relevant softwareWORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDSOffice environment with standard lighting, ventilation, and moderate noise levelsAbility to interpret and apply complex information and communicate effectivelyWork 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.#J-18808-Ljbffr