Client Services Program Lead

Program Lead, ASG Position Profile

The Program Lead independently oversees assigned critical correspondence programs that require substantial resources and a high level of functional integration. This role supports customer programs from concept through implementation and into steady-state operations. The Program Lead interfaces with all impacted groups—including end users, vendors, distributors, engineers, and internal Ricoh teams—to ensure smooth execution. This position ensures adherence to quality standards, reviews program deliverables, and may communicate with executive leadership regarding program status.

Job Duties and Responsibilities

• Reviews proposals or program plans to determine timelines, funding constraints, procedures, staffing requirements, and resource allocation for various implementation phases.
• Establishes detailed work plans by collaborating with internal stakeholders.
• Meets with Ricoh staff and customers to outline program work plans.
• Directs and coordinates program personnel to ensure progress aligns with schedules and objectives.
• Reviews status reports from program staff and vendors; adjusts plans and schedules as needed.
• Prepares regular reports for management, clients, and other stakeholders.
• Coordinates with Ricoh personnel to resolve issues and gathers information for Root Cause Analyses (RCA). May prepare and present RCA findings, including safety and security aspects when applicable.
• Coordinates program activities with third‑party contractors, suppliers, service providers, and customer teams.
• Depending on customer size and complexity, may direct Ricoh personnel and serve as the primary customer contact during implementation and steady-state operations. When a Project Management Office (PMO) is required, collaborates closely during implementation and assumes ownership once steady‑state is achieved.
• Provides feedback to functional leadership regarding team performance to assist with evaluations.
• Conducts monthly and quarterly meetings with the customer to maintain transparency and open communication.
• Participates in pre‑sales activities with Sales and Design teams to determine customer needs, define scope, and support proposal pricing.
• Prepares monthly activity information used by the billing team for invoicing.
• Ensures overall customer satisfaction with Ricoh services.
• Communicates customer issues to the operations team and collaborates on customer‑centric solutions.

Qualifications (Education, Experience, and Certifications)

• Four‑year degree or equivalent professional experience.
• Minimum 3–5 years of Program Management experience, preferably within a service bureau environment.

Knowledge, Skills, and Abilities

• Ability to solve practical problems and address variables in situations where standardization may be limited.
• Ability to read, analyze, and interpret technical journals, financial reports, and relevant documentation.
• Ability to respond effectively to customer inquiries, regulatory agency questions, and business community concerns.
• Ability to present information clearly to clients, senior management, and groups.
• Ability to interpret written, verbal, diagrammatic, or scheduled instructions.
• Excellent organizational, communication, and documentation skills.
• Advanced proficiency in Microsoft Word, Excel, and Project.
• Ability to create, maintain, and publish comprehensive financial and performance reports for assigned programs.

Working Conditions, Mental & Physical Demands

• Reasonable accommodations may be made to support individuals with disabilities in performing essential job functions.
• Frequent use of hands, fingers, and arms; regular communication via speech and hearing.
• Moderate noise levels in the work environment.
• Occasional lifting and moving of items up to 25 lbs.
• Close vision required for reading documentation and program materials.

The above statements reflect the general nature and level of work expected in this role and are not intended to be an exhaustive list of all responsibilities, skills, or working conditions.

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