Office Services and Hospitality Manager

Ricoh Americas Holdings•Washington, DC

About The Position

Senior Site Manager, MS Site Management Position Profile Accountable for daily operations of a medium to large team that may include a complex site and/or multiple sites. Ensures contract compliance for services including, but not limited to: Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services through SLA results and client feedback. Responsible for selecting and assessing talent, recruiting, hiring, onboarding, employee retention, staff training and development, succession planning, and conducting performance management, including employee counseling. Job Duties and Responsibilities Responsible for managing daily operations of a medium–large site while leading a medium–large team of direct reports. Prioritizes complex projects while effectively managing multiple and competing priorities. Fosters an inclusive and high‑performing team environment in which SLA objectives are met. Possesses expert knowledge of Ricoh products and offerings; consistently consults and provides insights into strategic and tactical issues by seeking input from counterparts across business units. Improves quality of operations through effective implementation and management of RICOH Service Excellence tools. Responsible for staffing and performance management of assigned site personnel and Field Service Representative staff. Creates and maintains a customer‑focused environment through regular end-user feedback, customer satisfaction surveys, and active Commitment Action Documents. Ensures operational quality by assisting in achieving goals related to audit and deadline standards, compliance, and best-practice utilization. Ensures proper staffing by leveraging internal recruiting and selection processes to attract and hire talent. Motivates employees and recognizes accomplishments in a timely manner using Ricoh Recognition programs. Identifies and recommends high performers for succession planning; responsible for employee retention, performance management, and counseling. Identifies training and performance planning needs through Individual Development Plans, succession planning, and mentorship. Focuses on business retention, customer service, high‑performing teams, and profitable growth. Supports, leads, and manages teams through all phases of Change Management. Understands complex processes, seeks ways to improve operational effectiveness, conducts root‑cause analysis, and resolves issues to ensure optimal customer satisfaction. Identifies gaps or scope creep in service delivery and adjusts process documentation within client or Ricoh frameworks, with support from AOM/ESM or NOM. Facilitates resolution of pricing, order‑in, and invoicing issues by communicating with the sales department. Maintains formal contact with the customer daily in MS and as needed in BIS. Clearly communicates job expectations and consequences to direct reports through training, cross-training, coaching, counseling, and performance evaluation to increase output and quality. Acts as a consultant to customers to improve business processes through workflow enhancements and appropriate services. Collaborates with leaders, team members, and internal/external customers to implement solutions or initiatives. Suggests, develops, and implements process improvements that increase quality or productivity. Completes Monthly Operations Reviews, site reports, and other required documentation. Supports QSMs. Creates and delivers site‑required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value‑add reporting. Performs other duties as assigned.

Requirements

High school diploma or GED.
5+ years of related work experience (B2B and/or technical).
5+ years of customer‑facing experience required.
Demonstrated high‑level knowledge and understanding of technology.
Proficiency with Microsoft Office 360.
Strategic facilitator of complex issues.
Ability to present to large groups.
Complex problem‑solving skills.
Demonstrates managerial courage.
Expert customer service skills.
Expert technical aptitude.
Expert written and verbal communication skills.

Nice To Haves

2+ years of managerial experience strongly preferred.

Responsibilities

Managing daily operations of a medium–large site while leading a medium–large team of direct reports.
Prioritizing complex projects while effectively managing multiple and competing priorities.
Fostering an inclusive and high‑performing team environment in which SLA objectives are met.
Possessing expert knowledge of Ricoh products and offerings; consistently consults and provides insights into strategic and tactical issues by seeking input from counterparts across business units.
Improving quality of operations through effective implementation and management of RICOH Service Excellence tools.
Responsible for staffing and performance management of assigned site personnel and Field Service Representative staff.
Creating and maintaining a customer‑focused environment through regular end-user feedback, customer satisfaction surveys, and active Commitment Action Documents.
Ensuring operational quality by assisting in achieving goals related to audit and deadline standards, compliance, and best-practice utilization.
Ensuring proper staffing by leveraging internal recruiting and selection processes to attract and hire talent.
Motivating employees and recognizes accomplishments in a timely manner using Ricoh Recognition programs.
Identifying and recommending high performers for succession planning; responsible for employee retention, performance management, and counseling.
Identifying training and performance planning needs through Individual Development Plans, succession planning, and mentorship.
Focusing on business retention, customer service, high‑performing teams, and profitable growth.
Supporting, leading, and managing teams through all phases of Change Management.
Understanding complex processes, seeks ways to improve operational effectiveness, conducts root‑cause analysis, and resolves issues to ensure optimal customer satisfaction.
Identifying gaps or scope creep in service delivery and adjusts process documentation within client or Ricoh frameworks, with support from AOM/ESM or NOM.
Facilitating resolution of pricing, order‑in, and invoicing issues by communicating with the sales department.
Maintaining formal contact with the customer daily in MS and as needed in BIS.
Clearly communicating job expectations and consequences to direct reports through training, cross-training, coaching, counseling, and performance evaluation to increase output and quality.
Acting as a consultant to customers to improve business processes through workflow enhancements and appropriate services.
Collaborating with leaders, team members, and internal/external customers to implement solutions or initiatives.
Suggesting, developing, and implements process improvements that increase quality or productivity.
Completing Monthly Operations Reviews, site reports, and other required documentation.
Supporting QSMs.
Creating and delivering site‑required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value‑add reporting.
Performing other duties as assigned.