Director, Operations Strategic Accounts

Kyocera Document Solutions America, Inc. is deeply rooted in the Philosophy of “doing what is right as a human being” and strives to provide best‑in‑class customer service with efficiency, accountability, and urgency. Our employees work to put knowledge to work to drive change. Kyocera is a certified Great Place to Work since 2022.

As Director, Operations Strategic Accounts, you will lead operational strategy and execution for our most valued client relationships. This role aligns internal teams, systems, and resources to ensure seamless delivery of products and services across our strategic accounts portfolio, enabling account growth, customer satisfaction, and long‑term profitable partnerships.

• Lead day‑to‑day operational activities supporting strategic account execution, ensuring all commitments to clients are met or exceeded.
• Manage relationships with third‑party service providers to meet performance standards and deliver high customer satisfaction.
• Partner with Strategic Account Sales Manager to align operational strategies with account growth goals and client expectations.
• Serve as internal operational point of contact for strategic accounts, coordinating across functions to resolve issues and ensure delivery excellence.
• Design and implement scalable processes that improve efficiency, client satisfaction, and internal team performance.
• Develop and track KPIs to monitor performance, customer health, and service delivery outcomes across strategic accounts.
• Support contract execution, SOW creation, pricing models, and ongoing client reporting and analysis.
• Identify risks and implement mitigation strategies to protect service quality and client relationships.
• Champion continuous improvement and digital transformation initiatives that enhance client experience.
• Mentor and lead cross‑functional teams involved in strategic account support and delivery.

• Bachelor’s degree in business, operations, or related field.
• 5+ years of progressive experience in operations, account management, or service delivery, with at least 5 years in a leadership role.
• Excellent analytical and critical thinking skills.
• Ability to use data to drive decisions and continuous improvement.
• Proven experience supporting or leading operations for complex, high‑value strategic accounts.
• Strong understanding of client lifecycle management, business processes, and cross‑functional collaboration.
• Exceptional project management, analytical, and organizational skills.
• Excellent communication and stakeholder management skills—both internal and client‑facing.
• Demonstrated ability to use data to drive process improvements and strategic decision‑making.

• Experience with Service Now and/or eAutomate.
• Experience in global account support or multinational customer environments.
• Hands‑on experience applying AI technologies to enhance business operations and customer experiences.
• Proficiency in data visualization tools such as Power BI, or Tableau to communicate insights effectively.

The typical pay range for this role is $120,000 – $165,000, plus discretionary bonus based on performance. Actual base salary will depend on experience, education, geography, and other factors.

This is a general description of duties and responsibilities most frequently required of this position. Additional related tasks may be assigned over time.