Senior Site Manager, MS Site Management

Position Profile

This role is accountable for the daily operations of a medium to large team, which may include a complex site or multiple sites. Responsibilities include ensuring contract compliance for services such as copy services, courier services, managed print services, hospitality, imaging, and mail services through SLA results and client feedback. The role also involves selecting and assessing talent, recruiting, hiring, onboarding, employee retention, staff training and development, succession planning, and performance management, including employee counseling.

Job Duties and Responsibilities:

Manage daily operations of a medium to large site while overseeing a medium to large team of direct reports. Prioritize complex projects while effectively managing multiple and competing priorities. Foster an inclusive and high-performing team environment to meet SLA objectives. Demonstrate expert knowledge of Ricoh's products and offerings, providing strategic and tactical insights. Improve quality of operations through effective implementation and management of Ricoh Service Excellence tools. Handle staffing and performance management of site personnel and Field Service Representative staff. Create and maintain a customer-focused environment with regular end-user feedback and customer satisfaction surveys. Ensure quality operations by achieving goals in audit and deadline standards and compliance. Promote effective use of internal recruiting and selection processes to attract and hire talent. Motivate employees and recognize their accomplishments using Ricoh Recognition programs. Identify and recommend high performers for succession planning, focusing on employee retention and performance management. Develop assigned staff through Individual Development Plan Management, succession planning, and mentorship. Focus on business retention, customer service, high-performing teams, and profitable growth. Support, lead, and manage the team through all phases of change management. Understand complex processes, seek ways to improve operational effectiveness, conduct root cause analysis, and resolve issues to ensure optimal customer satisfaction. Identify gaps in service delivery and adjust process documentation to align with client or Ricoh frameworks. Facilitate resolution of issues concerning pricing, orders, and invoicing by interacting with the sales department. Maintain formal contact with the customer daily in MS and as needed in BIS. Clearly communicate job expectations and consequences to direct reports through training, coaching, counseling, and evaluating their work. Act as a consultant to customers to improve business processes through workflow enhancements and appropriate services. Collaborate with other leaders, team members, and internal or external customers to implement solutions or initiatives. Suggest, develop, and implement process improvements that increase quality or productivity. Complete Monthly Operations Review, site reports, and other necessary paperwork. Support QSMs. Create and conduct site-required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-added reporting. Perform other duties as assigned.

Qualifications:

High school diploma or GED required. 5+ years of work experience in a related field (B2B and/or technical). 2 years of managerial work experience strongly preferred. 5 years of customer-facing work experience required. Demonstrated high-level knowledge and understanding of technology. Proficient user of Office 360.

Knowledge, Skills, and Abilities:

Strategic facilitator of complex issues. Ability to present to large groups. Complex problem-solving skills. Managerial courage and expert customer service skills. Expert technical aptitude. Expert written and verbal communication skills.

Working Conditions and Physical Demands:

Typically an office environment with adequate lighting and ventilation, and a normal range of temperature and noise levels. Work assignments are diversified, requiring the interpretation, comprehension, and application of complex material, data, and instructions. Some physical effort is required, including long periods of standing, walking, bending, reaching, stretching, climbing, or similar activities, as well as lifting or moving items weighing up to 50 lbs. Moderate dexterity required for regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

The above statements describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job