Legal Office Manager - Hospitality and Office Services

Position Profile Accountable for daily operations of a small to medium-sized site and manages a small team. Manages contracted services including, but not limited to: Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services. Responsible for assessing talent, staff career development, and conducting performance management activities and employee counseling with support from assigned leadership.

This role will involve hospitality in a legal environment, including conference room setup, client engagement, and hands-on management of a team to ensure seamless service delivery and a high-touch client experience.

• Manage daily operations of a small to medium-sized site while supervising a small team of direct reports.
• Prioritize multiple and competing priorities. Communicate team vision and priorities while creating a helpful and positive work culture to maximize retention.
• Demonstrate working knowledge of Ricoh products and offerings by efficiently using existing products/processes or providing alternatives to opportunities and situations.
• Manage total production labor percentages by achieving company-established benchmarks for production and quality control labor.
• Improve quality of operations through effective implementation and management of Ricoh Service Excellence tools.
• Ensure achievement of Service Level Agreements; work with the customer to improve business processes with support from AOM/ESM or NOM.
• Create and maintain a customer-focused environment with regular end-user feedback and customer satisfaction surveys, focusing on business retention and customer service.
• Ensure operational quality for the shift by assisting in the achievement of goals related to audits, deadlines, and compliance using tools and best practices.
• Ensure proper staffing by matching employee skills and equipment with production demands.
• Motivate employees and recognize accomplishments in a timely manner using Ricoh Recognizes programs.
• Clearly communicate job expectations and consequences to direct reports through training, cross-training, coaching, counseling, directing, and evaluating work to improve output and quality.
• Identify training and performance planning targets through development of assigned staff using Individual Development Plans.
• Evaluate team member performance and provide career development and training opportunities.
• Maintain formal contact with the customer on a daily basis.
• Possess an in-depth understanding of the client’s requirements, with support from AOM/ESM or NOM.
• Identify gaps or scope creep in service delivery and adjust process documentation to align with client or Ricoh frameworks while ensuring financial responsibilities are met.
• Facilitate resolution of issues concerning pricing, orders-in, and invoicing by interacting and communicating with the sales department.
• Create and support site-required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-added reporting, with support from AOM/ESM or NOM.
• Oversee hospitality services including conference room setup, client-facing interactions, and coordination of high-touch service delivery.
• Engage directly with clients and legal professionals to ensure satisfaction and anticipate service needs.
• Lead by example as a hands-on manager, actively participating in daily operations and team support.
• Perform other duties as assigned.
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• Qualifications (Education, Experience, and Certifications)
• Typically Requires:
• High school diploma or GED.
• 3–5 years of work experience in a related field (B2B and/or technical).
• 2+ years of managerial experience strongly preferred.
• 3–5 years of customer-facing work experience required.
• Demonstrated high-level knowledge and understanding of technology.
• Proficiency in Microsoft Office 360.

• Strategic thinking and issue resolution.
• Ability to present to medium-sized groups.
• Complex problem-solving skills.
• Professional customer service skills.
• Technical aptitude.
• Strong written and verbal communication skills.

• Typically an office environment with adequate lighting, ventilation, and a normal range of temperature and noise.
• Work assignments are diversified; must interpret, comprehend, and apply complex material, data, and instructions to prepare and convey information.
• Some physical effort required, including standing, walking, bending, reaching, stretching, climbing, and lifting/moving items up to 50 lbs.
• Moderate dexterity required for regular use of calculators, keyboards, hand tools, and 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 a