Senior Site Manager

Ricoh • Chicago, IL

7h

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 of services
including Copy Services, Courier Services, Managed Print Services, Hospitality,
Imaging, and Mail Services through SLA performance and client feedback.
Responsible for talent selection and assessment, recruiting, hiring, onboarding,
employee retention, staff development, succession planning, and performance
management, including employee counseling.

Requirements

• High school diploma or GED required.
• 5+ years of work experience in a related field (B2B and/or technical).
• 5+ years of customer-facing experience required.
• Demonstrated strong technical aptitude and understanding of technology.
• Proficiency with Office 360.
• Strategic facilitator with the ability to navigate complex issues.
• Strong presentation skills for large groups.
• Advanced problem‑solving skills.
• Demonstrates managerial courage.
• Expert customer service and technical aptitude.
• Excellent written and verbal communication skills.

Nice To Haves

• 2+ years of managerial experience strongly preferred.

Responsibilities

• Manage daily operations of a medium to large site while leading a medium-large team of direct reports.
• Prioritize complex projects while managing multiple and competing priorities.
• Foster an inclusive, high-performing team environment in which SLA objectives are consistently met.
• Demonstrate expert knowledge of Ricoh’s products and offerings; provide insights into strategic and tactical issues.
• Improve operational quality through effective use of Ricoh Service Excellence tools.
• Manage staffing and performance of site personnel and Field Service Representative staff.
• Create and maintain a customer-focused environment using end-user feedback and satisfaction surveys.
• Ensure operational quality through achievement of audit and compliance standards.
• Maintain proper staffing levels utilizing internal recruiting and selection processes.
• Motivate employees and recognize accomplishments in alignment with Ricoh Recognition programs.
• Identify and recommend high-performing employees for succession planning.
• Develop assigned staff through Individual Development Plans, mentorship, and succession planning.
• Focus on business retention, customer service, team performance, and profitable growth.
• Support, lead, and manage teams through all phases of Change Management.
• Understand complex processes, identify improvements, perform root cause analysis, and resolve issues to ensure customer satisfaction.
• Identify scope gaps in service delivery and adjust process documentation within client or Ricoh frameworks.
• Facilitate resolution of issues involving pricing, orders, and invoicing through communication with sales teams.
• Maintain regular communication with customers at MS sites and as needed at BIS sites.
• Clearly communicate job expectations and performance consequences; support training, cross-training, coaching, and evaluations.
• Serve as a consultant to customers by improving business processes through workflow enhancements.
• Collaborate with internal and external stakeholders to implement solutions and initiatives.
• Suggest, develop, and implement process improvements to increase quality or productivity.
• Complete Monthly Operations Reviews, site reports, and required documentation.
• Support QSMs.
• Create and deliver site reporting, customer presentations, and business reviews aligned with contractual and value-add requirements.
• Adhere to workplace and facilities standards with an emphasis on hospitality and concierge services; create new standards as needed.
• Understand building operations and business requirements to deliver customer service.
• Review and approve local vendor bills; use the Coupa system and create POs as required.
• Manage vendor relationships and service expectations.
• Partner with Security Teams for business continuity, emergency response, and evacuation planning.
• Perform project management for construction projects, liquidations, bid reviews, space planning, and office moves.
• Review real estate reports for local offices and evaluate cost-saving opportunities.
• Perform other duties as assigned.

Benefits

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED