Site Operations Manager

Site Operations Manager

Lead daily operations for a 3-person team at the largest office within a 13-location legal services account. Responsible for team leadership, customer success, SLA performance, service quality, staffing, employee development, and multi-site operational support. Serve as the designated successor and operational right-hand to the Senior Services Operations Manager. This is a 12-month contract starting August 17, 2026.

Responsibilities

• Manage daily operations of a medium-to-large site and support multiple locations as needed.
• Lead, coach, train, cross-train, mentor, and develop employees while managing performance, retention, counseling, succession planning, and recognition.
• Recruit, interview, onboard, and retain staff using effective staffing and selection processes.
• Oversee contracted office services, including copy, courier, managed print, hospitality, imaging, digital mail, scanning, records management, production print, and mail services.
• Ensure contract compliance, SLA performance, audit and deadline standards, service quality, productivity, and customer satisfaction.
• Maintain a customer-focused environment through regular customer communication, end-user feedback, satisfaction surveys, and commitment action plans.
• Build and maintain strong relationships with office leadership, customers, and key stakeholders.
• Act as a consultant to customers by identifying workflow enhancements and appropriate service solutions.
• Prioritize complex projects and multiple competing priorities while resolving operational escalations and issues.
• Analyze complex processes, perform root cause analysis, identify gaps and scope creep, and implement effective resolutions.
• Develop, document, and improve processes to increase quality, productivity, operational effectiveness, and customer satisfaction.
• Lead and support teams through all phases of change management.
• Provide operational leadership and remote support across multiple sites, including single-person and small remote locations.
• Serve as the primary backup and operational support to the Senior Services Operations Manager.
• Support staffing and performance management for assigned site personnel and Field Service Representative staff.
• Identify training and performance goals through Individual Development Plans, mentorship, and succession planning.
• Identify and recommend high-performing employees for succession opportunities.
• Maintain expert knowledge of products, services, and operational offerings and provide strategic and tactical recommendations.
• Identify service delivery gaps and adjust process documentation within client or operational requirements.
• Coordinate with sales regarding pricing, orders, invoicing, and related customer issues.
• Prepare and complete Monthly Operations Reviews, site reports, operational reports, customer presentations, business reviews, and other required documentation.
• Present operational metrics and value-added reporting to ensure alignment with contractual requirements.
• Collaborate with leaders, team members, and internal and external customers to implement solutions and initiatives.
• Support QSMs and other operational leadership requirements.
• Perform other duties as assigned.

Requirements

• 5+ years of operations, office services, facilities, workplace, or managed services leadership experience.
• Previous managerial experience strongly preferred, with demonstrated experience leading teams.
• 5+ years of customer-facing experience.
• Experience with coaching, counseling, performance management, training, employee development, retention, and succession planning.
• Experience supporting multiple locations, remote teams, geographically dispersed employees, or multi-site accounts.
• Experience managing SLA-driven service delivery with accountability for metrics, reporting, compliance, and customer satisfaction.
• Experience overseeing high-volume operational workflows such as digital mail, scanning, print production, records management, mail services, imaging, or similar business support functions.
• Strong customer relationship management skills and ability to build trust with office leadership and key stakeholders.
• Advanced Microsoft Office skills, including Excel, Outlook, Teams, and PowerPoint.
• Strong analytical, organizational, decision-making, complex problem-solving, and project management skills.
• Excellent written and verbal communication skills with executive-level professionalism.
• Ability to manage multiple priorities, complex projects, competing demands, and escalations in a fast-paced environment.
• Experience preparing and presenting monthly operational metrics, business reviews, customer presentations, and performance reports.
• Strong technical aptitude and high-level knowledge and understanding of technology.
• Expert customer service, written and verbal communication, and technical aptitude skills.
• Ability to facilitate complex issues and present information to large groups.
• Demonstrated managerial courage and ability to make sound decisions independently.
• High school diploma or GED required.
• Legal, professional services, financial services, healthcare, or corporate headquarters experience preferred.
• Experience supporting digital mailroom, production print, scanning, and customer-facing services for 100+ employees preferred.
• Experience supporting single-person and small remote site operations preferred.
• Experience with Ricoh, Canon, ISS, Sodexo, Aramark, Iron Mountain, Williams Lea, Epiq, or similar managed services organizations preferred.
• Ability to work Monday through Friday, generally 8:30 AM5:30 PM, with flexibility to adjust hours between the site's 7:30 AM6:00 PM operating window based on business needs.
• No driving required.
• Business casual dress.
• Ability to work in an office environment and perform physical activities including standing, walking, bending, reaching, stretching, climbing, and lifting or moving items up to 50 lbs.
• Moderate dexterity and regular use of a keyboard, calculator, hand tools, and eye-hand coordination.

Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Metasys Technologies, Inc.