"Alerted.org

Director, Operations

POSITION PROFILE

Provides strategic leadership and direction over Managed Services operations teams within a vertical, driving innovation, operational excellence, and business growth. The Director, Operations is accountable for fostering a culture of continuous improvement, data-driven decision making, financial achievement and talent development, while ensuring exceptional client engagement, retention, and expansion.

JOB DUTIES AND RESPONSIBILITIES

Operational Excellence, Innovation & Process Improvement

• Champion a culture of operational excellence by continuously identifying, piloting, and scaling innovative technologies, automation, and best practices to enhance efficiency, service delivery, and customer experience.

• Lead and implement process improvement initiatives (e.g., Lean, Six Sigma) to optimize workflows, reduce costs, and drive measurable improvements in performance and quality.

• Regularly evaluate and refine operational procedures to ensure alignment with organizational objectives, industry trends, and evolving client needs.

• Foster an environment that encourages creative problem-solving, cross-functional collaboration, and the adoption of new solutions to address business challenges.

• Communicate market trends, competitive intelligence, and organizational needs to leadership.

Data-Driven Management & Financial Accountability

• Utilize data analytics and business intelligence tools to monitor key performance indicators, identify trends, and inform strategic decisions.

• Integrate financial planning, forecasting, and P&L management into daily operations to achieve and exceed profitability targets, including gross margin expectations.

• Oversee the production and review of financial reports, performance dashboards, and labor analysis to ensure transparency, accountability, and continuous improvement.

• Drive gross margin health by proactively managing costs, optimizing resource allocation, and collaborating with internal stakeholders to support revenue growth and operational efficiency.

Mentorship & Succession Planning

• Develop and execute mentorship programs to nurture emerging leaders and build a robust leadership pipeline.

• Take ownership of succession planning by identifying high-potential talent, creating development plans, and tracking promotion readiness.

• Foster a collaborative, inclusive environment that encourages professional growth, cross-training, and knowledge sharing.

Team & People Management

• Organize field resources and work assignments to maximize efficiency and job satisfaction.

• Promote effective recruiting, onboarding, and development of high-performing teams.

• Establish clear goals, roles, and responsibilities; track KPIs and hold leaders accountable for coaching and developing team members.

• Recognize and reward excellence through formal programs and regular feedback.

Client Engagement, Retention & Expansion

• Proactively engage with clients to understand their needs, deliver value, and ensure satisfaction.

• Lead efforts to retain and expand client relationships through strategic account management, regular business reviews, and solution-oriented communication.

• Collaborate with sales and vertical leadership to identify new business opportunities, support RFPs, renewals, and expansions.

• Own the resolution of account issues, ensuring optimal customer satisfaction and long-term partnerships.

Other Responsibilities

• Perform other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

• 4-year college degree preferred; or equivalent experience in related field.

• 10–12 years of relevant experience, including 4+ years of P&L responsibility and extensive supervisory experience.

• Proven track record in strategic account management, operations leadership, and driving innovation.

• Experience in data analytics, process improvement, and mentoring teams.

• Strong communication, facilitation, and collaborative leadership skills.

KNOWLEDGE, SKILLS, AND ABILITIES

• Superior customer service orientation and strategic thinking.

• Demonstrated ability to lead innovation and process improvement initiatives.

• Proficiency in data analytics, reporting tools, and business intelligence platforms.

• Strong mentorship and talent development capabilities.

• Excellent judgment, problem-solving, and change management skills.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Most work performed in a typical office environment; frequent travel required.

• Ability to handle multiple tasks, cyclical stress, and dynamic business goals.

• Regular interaction with internal and external stakeholders at all levels.

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.