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National Operations Manager at Document Technologies, LLC in Kansas City, Missouri

Posted in Management 30+ days ago.

This job brought to you by eQuest

Type: Full-Time

Job Description:

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

  • Manage and oversee all GBTS accounts and personnel for a specific/defined client with multiple locations nationally

  • May oversee employees at a specific site location while maintaining indirect management at multiple locations

  • Responsible for the indirect management of personnel, equipment and all other company assets at multiple locations

  • Provide management direction to ensure our accounts are receiving quality service while operating efficiently and profitably

  • Develop strategies to achieve 100% client satisfaction

  • Expected to uphold the Standards of Service and best practices developed by Epiq


  • Client Relations:

    • Oversee monthly report compilation and review

    • Monthly meeting with client

    • Quarterly social event with client

    • Perform Annual end-user survey

    • Perform Semi-Annual Client survey

    • Preparation, presentation, and review of Annual Reports

  • Scheduled/Unscheduled travel site-to-site in defined geographic region to monitor account performance

  • Meet frequently with site employees to monitor career growth and goals

  • Recruit, develop and train site management team into high performance team to optimize account performance

  • Establish/Create and maintain reporting metrics and establish benchmarks and best practices for the specific client account

  • Coordinate and create consistency in service level expectations for the account while also satisfying the local needs of each location

  • Perform annual review and audit of each location

  • Attend monthly management meeting at each location and review accomplishments, concerns and trends

  • Proactively provide solutions to the client contact

  • Responsive to client concerns

  • Conduct semi-annual contact reviews and semi-annual site satisfaction surveys and respond with appropriate action to get results

  • Host quarterly site manager meetings to train, educate and inform the firm management team and establish national client consistency and expectation levels

  • Participate in all meetings relating to employees involved in the progressive disciplinary process

  • Develop positive relationships with account key contacts in each local office as well as with the national contacts regardless of base location


  • Bachelor’s degree preferred

  • Experience managing multi-site operations

  • Minimum 3 years’ experience in client managed services field

  • Minimum 2 years’ management experience with heavy profit and loss responsibility

  • Minimum of 2 years’ professional level work experience in a production environment and/or a client-service oriented field

  • Working knowledge of PC applications including Microsoft Office, especially MS Word, Excel, and PowerPoint

  • Knowledge of copy machines and utilization of typical office services equipment and technology

Job Requirements:

  • Ability to travel to potential and current GBTS clients within specified territory

  • Flexibility in schedule to accommodate sales and operational needs

  • Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting.

  • Ability to learn skills quickly

  • Flexibility in dealing with simultaneous projects

  • Attention to detail

  • Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information

  • Ability to lift or move 40 lbs. or greater

  • Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 100 lbs.

  • Ability to walk, bend, kneel, stand, and/or sit for an extended period of time

  • Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc) and computers

  • Reading, writing, and arithmetic skills required

  • Visual acuity

  • Able to convey information and ideas through speech in ways that others will understand

  • Able to listen to and understand information and ideas presented through spoken words and sentences

  • Able to speak clearly so listeners understand and identify and understand the speech of another person

  • Excellent organizational skills

  • Strong initiative required; ability to work independently with minimal direct supervision

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.