Senior Site Manager, MS Site Management

Ricoh Americas Holdings•Baltimore, MD

23h

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 performance management—including employee counseling. Job Duties and Responsibilities Responsible for managing daily operations of a medium–large site while overseeing 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. Demonstrates 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 operational quality 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 using regular end-user feedback, customer satisfaction surveys, and active Commitment Action Documents. Ensures operational quality for the shift by supporting achievement of Audit and Deadline standards and compliance using tools and best practices. Ensures proper staffing by leveraging internal recruiting and selection processes to attract and hire talent. Motivates employees and recognizes accomplishments 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. Able to support, lead, and manage teams through all phases of Change Management. Understands complex and detailed processes; seeks ways to improve operational effectiveness; conducts root cause analysis and issue resolution 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 daily contact with the customer in MS and as needed in BIS. Clearly communicates job expectations and consequences to direct reports through training, cross‑training, coaching, counseling, directing, and evaluating work quality and output. 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. Supports, leads, and manages teams through all phases of Change Management with AOM/ESM or NOM support. Suggests, develops, and implements process improvements that increase quality or productivity. Completes Monthly Operations Reviews, site reports, and other required paperwork. Supports QSMs. Creates and conducts 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).
2 years of managerial experience strongly preferred.
5 years of customer‑facing experience required.
Demonstrated high‑level knowledge and understanding of technology.
Proficiency with 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.

Responsibilities

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 performance management—including employee counseling.
Responsible for managing daily operations of a medium–large site while overseeing 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.
Demonstrates 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 operational quality 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 using regular end-user feedback, customer satisfaction surveys, and active Commitment Action Documents.
Ensures operational quality for the shift by supporting achievement of Audit and Deadline standards and compliance using tools and best practices.
Ensures proper staffing by leveraging internal recruiting and selection processes to attract and hire talent.
Motivates employees and recognizes accomplishments 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.
Able to support, lead, and manage teams through all phases of Change Management.
Understands complex and detailed processes; seeks ways to improve operational effectiveness; conducts root cause analysis and issue resolution 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 daily contact with the customer in MS and as needed in BIS.
Clearly communicates job expectations and consequences to direct reports through training, cross‑training, coaching, counseling, directing, and evaluating work quality and output.
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.
Supports, leads, and manages teams through all phases of Change Management with AOM/ESM or NOM support.
Suggests, develops, and implements process improvements that increase quality or productivity.
Completes Monthly Operations Reviews, site reports, and other required paperwork.
Supports QSMs.
Creates and conducts site‑required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value‑add reporting.
Performs other duties as assigned.