Senior Site Manager, MS Site Management

Senior Site Manager, MS Site Management

$54,800 - $72,000 per year

Position Profile

Accountable for the daily operations of a medium to large team that may include a complex site and/or multiple sites. Ensures contract compliance of contracted services including, but not limited to:

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

Measures success through SLA performance and client feedback. Responsible for talent selection and assessment, recruiting, hiring, onboarding, employee retention, staff training and development, succession planning, and performance management, including employee counseling.

Job Duties and Responsibilities

• Manage the 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 achieved.
• 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.
• Manage staffing and performance of assigned site personnel and Field Service Representatives.
• Create and maintain a customer-focused environment through regular end-user feedback, customer satisfaction surveys, and active Commitment Action Documents.
• Ensure operational quality by achieving audit, deadline, and compliance standards using established tools and best practices.
• Maintain proper staffing levels through effective recruiting and talent selection processes.
• Motivate employees and recognize accomplishments through Ricoh Recognition Programs.
• Identify and recommend high-potential employees for succession planning.
• Support employee retention, performance management, and counseling activities.
• Develop assigned staff through Individual Development Plans (IDPs), mentorship, and succession planning.
• Focus on business retention, superior customer service, team performance, and profitable growth.
• Lead and manage teams through all phases of change management.
• Analyze complex processes, identify opportunities for improvement, conduct root-cause analysis, and resolve issues to maximize customer satisfaction.
• Identify service delivery gaps or scope creep and adjust process documentation within client or Ricoh frameworks, with support from AOM/ESM or NOM.
• Facilitate resolution of pricing, order processing, and invoicing issues by partnering with the sales team.
• Maintain daily customer contact for Managed Services (MS) and as needed for BIS operations.
• Clearly communicate performance expectations and consequences through training, cross-training, coaching, counseling, directing, and performance evaluation.
• Serve as a consultant to customers by identifying workflow enhancements and recommending appropriate services.
• Collaborate with leaders, team members, and internal/external customers to implement solutions and initiatives.
• Recommend, develop, and implement process improvements that increase quality and productivity.
• Complete Monthly Operations Reviews, site reports, and other required documentation.
• Support Quality Site Managers (QSMs).
• Develop and deliver site reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and provide value-added insights.
• 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.
• Microsoft Office 360 proficiency.

Preferred

• 2+ years of managerial experience.

Knowledge, Skills, and Abilities

• Strategic facilitation of complex issues.
• Ability to present to large groups.
• Advanced 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

• Work is typically performed in an office environment with adequate lighting, ventilation, and normal temperature and noise levels.
• Assignments are diversified and require the ability to interpret, comprehend, and apply complex information, data, and instructions.
• Must be able to prepare, present, and communicate varied information effectively.
• Physical requirements may include extended periods of:
  • Standing
  • Walking
  • Bending
  • Reaching
  • Stretching
  • Climbing
• Ability to lift and/or move items weighing up to 50 pounds.
• Moderate dexterity required, including frequent use of:
  • Keyboard
  • Calculator
  • Hand tools
  • Eye-hand coordination

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