Senior Site Manager

Ricoh Americas Holdings

About The Position

Senior Site Manager, MS Site Management Position Profile The Senior Site Manager is accountable for the daily operations of a medium to large team, which may include a complex site and/or multiple sites. This role ensures contract compliance for contracted services including, but not limited to, Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services through SLA results and client feedback. This position is 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 Manage 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 in which SLA objectives are met. Maintain expert knowledge of Ricoh’s products and offerings; consistently consult and display insight into strategic and tactical issues by actively seeking input from counterparts in other business units. Improve the quality of operations through effective implementation and management of Ricoh Service Excellence tools. Oversee staffing and performance management for assigned site personnel and Field Service Representative staff. Create and maintain a customer-focused environment through regular end-user feedback, customer satisfaction surveys, and active Commitment Action Documents. Ensure operational quality across shifts by achieving audit, deadline, and compliance standards using established tools and best practices. Ensure locations are properly staffed by promoting effective internal recruiting and selection processes. Motivate employees and recognize accomplishments in a timely manner using Ricoh Recognition programs. Identify and recommend high performers for succession planning; manage employee retention, counseling, and performance management. Identify training and development needs through Individual Development Plans (IDPs), mentorship, and succession planning initiatives. Maintain focus on business retention, customer service excellence, high-performing teams, and profitable growth. Support, lead, and manage teams through all phases of change management. Understand complex processes, seek continuous improvement opportunities, conduct root cause analysis, and resolve issues to ensure optimal customer satisfaction. Identify gaps or scope creep in service delivery and adjust process documentation to align with client or Ricoh frameworks, with support from AOM/ESM or NOM. Facilitate resolution of pricing, order entry, and invoicing issues by collaborating with the sales department. Maintain formal daily contact with customers within MS and as needed in BIS. Clearly communicate job expectations and consequences through training, cross-training, coaching, counseling, performance evaluations, and workforce planning. Act as a consultant to customers by improving business processes through workflow enhancements and appropriate service offerings. Collaborate with leaders, team members, and internal or external partners to implement initiatives and solutions. Suggest, develop, and implement process improvements that enhance quality and productivity. Complete Monthly Operations Reviews, site reports, and other required documentation. Support Quality Site Managers (QSMs). Create and deliver site reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-add reporting. Perform other duties as assigned.

Requirements

High school diploma or GED (required).
5+ years of work experience in a related field (B2B and/or technical).
2+ years of managerial experience (strongly preferred).
5+ years of customer-facing experience (required).
Demonstrated high-level understanding of technology.
Office 360 proficiency.
Strategic facilitator of complex issues.
Strong presentation skills; ability to present to large groups.
Advanced complex problem-solving skills.
Demonstrates managerial courage.
Expert customer service skills.
Advanced 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 to large team of direct reports.
Prioritize complex projects while effectively managing multiple competing priorities.
Foster an inclusive, high-performing team environment in which SLA objectives are met.
Maintain expert knowledge of Ricoh’s products and offerings; consistently consult and display insight into strategic and tactical issues by actively seeking input from counterparts in other business units.
Improve the quality of operations through effective implementation and management of Ricoh Service Excellence tools.
Oversee staffing and performance management for assigned site personnel and Field Service Representative staff.
Create and maintain a customer-focused environment through regular end-user feedback, customer satisfaction surveys, and active Commitment Action Documents.
Ensure operational quality across shifts by achieving audit, deadline, and compliance standards using established tools and best practices.
Ensure locations are properly staffed by promoting effective internal recruiting and selection processes.
Motivate employees and recognize accomplishments in a timely manner using Ricoh Recognition programs.
Identify and recommend high performers for succession planning; manage employee retention, counseling, and performance management.
Identify training and development needs through Individual Development Plans (IDPs), mentorship, and succession planning initiatives.
Maintain focus on business retention, customer service excellence, high-performing teams, and profitable growth.
Support, lead, and manage teams through all phases of change management.
Understand complex processes, seek continuous improvement opportunities, conduct root cause analysis, and resolve issues to ensure optimal customer satisfaction.
Identify gaps or scope creep in service delivery and adjust process documentation to align with client or Ricoh frameworks, with support from AOM/ESM or NOM.
Facilitate resolution of pricing, order entry, and invoicing issues by collaborating with the sales department.
Maintain formal daily contact with customers within MS and as needed in BIS.
Clearly communicate job expectations and consequences through training, cross-training, coaching, counseling, performance evaluations, and workforce planning.
Act as a consultant to customers by improving business processes through workflow enhancements and appropriate service offerings.
Collaborate with leaders, team members, and internal or external partners to implement initiatives and solutions.
Suggest, develop, and implement process improvements that enhance quality and productivity.
Complete Monthly Operations Reviews, site reports, and other required documentation.
Support Quality Site Managers (QSMs).
Create and deliver site reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-add reporting.
Perform other duties as assigned.