Client Services Program Lead

The Program Lead independently oversees assigned critical correspondence programs that require significant resources and high levels of functional integration. This role supports customer programs from concept through implementation and into steady state. The Program Lead interfaces with all stakeholders, including end users, distributors, vendors, engineers, and internal Ricoh teams, ensuring quality standards are met and deliverables are reviewed. Communication with company executives regarding program status may be required.

• Review proposals or program plans to determine timelines, funding, procedures, staffing, and resource allocation.
• Establish work plans in collaboration with internal resources.
• Coordinate with Ricoh staff and customers to outline and execute work plans.
• Direct and coordinate program personnel to ensure timely project progression.
• Review and adjust schedules or plans based on status reports from personnel and vendors.
• Prepare regular reports for management and clients.
• Coordinate with Ricoh personnel to resolve issues and conduct Root Cause Analyses (RCA), including safety and security findings when necessary.
• Manage activities involving third-party contractors, suppliers, service providers, and customer resources.
• Serve as the main customer contact during implementation and steady state, unless a PMO is involved during initial implementation.
• Provide feedback to functional management for performance evaluations of program personnel.
• Conduct monthly and quarterly reviews with customers to maintain open communication.
• Collaborate with Sales and Design during pre-sales to define customer requirements and develop scope and pricing.
• Prepare monthly activity data for billing purposes.
• Ensure overall customer satisfaction with Ricoh services.
• Communicate customer issues to operations and collaborate on customer-centric solutions.

• Bachelor’s degree or equivalent experience.
• 3–5 years of program management experience, preferably in a service bureau environment.

• Strong problem-solving skills with the ability to manage non-standardized situations.
• Proficient in reading and interpreting technical journals, financial reports, and documents.
• Skilled in responding to customer and regulatory inquiries.
• Effective communicator with clients, executives, and teams.
• Able to interpret instructions in various formats (written, oral, diagram, schedule).
• Excellent organizational, communication, and documentation skills.
• Advanced proficiency in Microsoft Word, Excel, and Project.
• Capable of creating and maintaining comprehensive financial and performance reports.

• Reasonable accommodations may be made for individuals with disabilities.
• Frequent use of hands, arms, and verbal communication required.
• Moderate noise environment.
• Occasionally required to lift/move up to 25 pounds.
• Close vision required for detailed work.

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.