Site Manager

Position Profile

The Site Manager is accountable for the daily operations of a small to medium-sized site and manages a small team. This role oversees contracted services including, but not limited to: copy services, courier services, managed print services, hospitality, imaging, and mail services. The Site Manager is responsible for assessing talent, supporting staff career development, and conducting performance management activities, including employee counseling, with support from assigned leadership.

Key Duties and Responsibilities

Manage daily operations of a small to medium-sized site while leading a small team of direct reports. Prioritize multiple and competing tasks while communicating team vision and setting clear priorities. Foster a positive and supportive work culture to enhance team retention. Demonstrate working knowledge of Ricoh products and services by using current processes or proposing alternatives as needed. Control production labor costs by meeting company benchmarks for production and quality control labor percentages. Continuously improve operational quality by applying and managing Ricoh’s Service Excellence tools. Ensure Service Level Agreements are met; collaborate with customers to optimize business processes with support from the AOM/ESM or NOM. Maintain a customer-focused environment, gathering end-user feedback and conducting customer satisfaction surveys to promote service retention. Oversee shift operations to meet goals related to audits and deadlines, using best practices and available tools. Ensure proper staffing by aligning employee skills and available equipment with production needs. Motivate team members and recognize achievements in a timely manner using Ricoh's recognition programs. Clearly communicate expectations and consequences by training, cross-training, coaching, counseling, and evaluating staff to improve performance and quality. Develop team members through individual development plans and identify performance improvement opportunities. Evaluate employee performance and support career growth through training and development opportunities. Maintain regular, formal contact with the customer. Possess a thorough understanding of client requirements with the support of AOM/ESM or NOM. Identify service delivery gaps and adjust documentation as needed, ensuring compliance with Ricoh and client frameworks while maintaining financial accountability. Collaborate with the sales team to resolve issues related to pricing, order entry, and invoicing. Create and support site-specific reports, customer presentations, and business reviews to ensure alignment with contract requirements and value-added reporting, with support from AOM/ESM or NOM. Perform other duties as assigned.

Qualifications

Education and Experience:

High school diploma or GED required. 3–5 years of experience in a related field (B2B and/or technical). At least 2 years of managerial experience strongly preferred. 3–5 years of customer-facing experience required. Proficient with Microsoft Office 360. Demonstrated strong technical aptitude and understanding of technology.

Knowledge, Skills, and Abilities

Strategic thinker with strong problem-solving skills. Effective presenter with the ability to speak to medium-sized groups. Strong written and verbal communication skills. High level of customer service professionalism. Technical proficiency and adaptability.

Working Conditions and Physical Demands

Work is typically performed in an office environment with standard lighting, ventilation, and moderate noise levels. Responsibilities may require interpreting and applying complex information, and handling diverse tasks and data. Physical activity may include standing, walking, bending, reaching, stretching, and occasional lifting or moving of items up to 50 lbs. Moderate dexterity is required, including use of calculators, keyboards, hand tools, and coordinated eye/hand movements.

Note:
The above statements describe the general nature and level of work expected for this role. They are not intended to be a comprehensive list of all responsibilities, duties, and skills required.