Senior Site Manager, MS Site Management

Position Profile: Accountable for daily operations of a medium to large team, which may include a complex site or multiple sites. Ensures contract compliance for services such as Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services through SLA results and client feedback. Responsible for talent selection, recruiting, hiring, onboarding, employee retention, staff training & development, succession planning, and performance management, including employee counseling.

Job Duties and Responsibilities:

Manage daily operations of a medium-large size site and a medium-large team of direct reports. Prioritize complex projects while 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. Oversee staffing and performance management of site personnel and Field Service Representative staff. 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, and conduct root cause analysis for optimal customer satisfaction. Identify gaps in service delivery and adjust process documentation within the client or Ricoh framework. 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, training, cross-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 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-add reporting. Perform other duties as assigned.

Qualifications (Education, Experience, and Certifications):

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. Expert customer service skills. Expert technical aptitude. Expert written and verbal communication skills.

Working Conditions, Mental 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 is required for regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

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