Senior Site Manager

About the Job

Position Profile:

The Senior Site Manager, MS Site Management is accountable for the daily operations of a medium to large team that may oversee a complex site and/or multiple sites. This role ensures contract compliance for contracted services, including but not limited to:

• Copy Services
• Courier Services
• Managed Print Services
• Hospitality Services
• Imaging Services
• Mail Services

Success is measured through SLA performance, client feedback, and operational excellence. The position is also responsible for talent selection and assessment, recruiting, hiring, onboarding, employee retention, training and development, succession planning, performance management, and employee counseling.

Job Duties and Responsibilities Operations Management:

• Manage daily operations of a medium to large site while leading a medium to large team of direct reports.
• Prioritize complex projects while effectively managing multiple competing priorities.
• Foster an inclusive, high-performing team environment where SLA objectives are consistently met.
• Demonstrate expert knowledge of Ricoh products and service offerings.
• Provide strategic and tactical insights by collaborating with counterparts across business units.
• Improve operational quality through effective implementation and management of Ricoh Service Excellence tools.
• Ensure quality operations by achieving established audit, deadline, and compliance standards.
• Focus on business retention, customer satisfaction, team performance, and profitable growth.
• Support, lead, and manage teams through all phases of change management.
• Analyze complex processes, identify opportunities for operational improvements, conduct root cause analysis, and implement resolutions.
• Identify service delivery gaps or scope creep and adjust process documentation within client and Ricoh frameworks.
• Suggest, develop, and implement process improvements that enhance quality and productivity.
• Complete Monthly Operations Reviews, site reports, and other required documentation.
• Support Quality Site Managers (QSMs) as needed.

Team Leadership & Talent Management:

• Lead staffing and performance management of assigned site personnel and Field Service Representatives.
• Ensure proper staffing through effective recruiting and selection processes.
• Motivate employees and recognize achievements through Ricoh Recognition Programs.
• Identify and recommend high-performing employees for succession planning opportunities.
• Manage employee retention, performance evaluations, coaching, and counseling.
• Develop team members through Individual Development Plans (IDPs), mentorship, and succession planning.
• Clearly communicate expectations, provide training and cross-training, and evaluate employee performance to improve productivity and quality.

Customer Relationship Management:

• Create and maintain a customer-focused environment through regular customer feedback and satisfaction surveys.
• Maintain active Commitment Action Documents to address customer needs.
• Serve as a consultant to customers by identifying workflow enhancements and recommending appropriate solutions and services.
• Maintain formal daily customer contact within Managed Services (MS) and as needed within Business Information Services (BIS).
• Collaborate with internal and external stakeholders to implement solutions and initiatives.
• Resolve issues involving pricing, order processing, and invoicing through coordination with the sales department.
• Create and deliver required reports, customer presentations, and business reviews to ensure contractual alignment and demonstrate value-added services.

Additional Responsibilities:

• Perform other duties as assigned.

Qualifications (Education, Experience, and Certifications) Required:

• High School Diploma or GED.
• 5+ years of experience in a related field (B2B and/or technical environment).
• 5+ years of customer-facing experience.
• Demonstrated high-level knowledge and understanding of technology.
• Office 360 proficiency.

Preferred:

• 2+ years of managerial experience.

Knowledge, Skills, and Abilities:

• Strategic facilitation of complex issues.
• Ability to present to large groups.
• Strong complex problem-solving skills.
• Demonstrated managerial courage.
• Expert customer service skills.
• Strong technical aptitude.
• Excellent written and verbal communication skills.

Working Conditions, Mental and Physical Demands:

• Primarily office-based environment with adequate lighting, ventilation, and normal temperature/noise levels.
• Work assignments are diverse and may require interpreting, comprehending, and applying complex information, data, and instructions.
• Regularly prepare, present, and communicate a wide variety of information.
• Physical activity may include extended periods of:
  • Standing.
  • Walking.
  • Bending.
  • Reaching.
  • Stretching.
  • Climbing.
• Ability to lift or move items weighing up to 50 lbs.
• Moderate manual dexterity required, including frequent use of:
  • Keyboard.
  • Calculator.
  • Hand tools.
  • Eye/hand coordination tasks.

Note: The statements above describe the general nature and level of work performed by employees in this role. They are not intended to be a complete list of all duties, responsibilities, skills, efforts, or working conditions associated with the position.