Senior Site Manager

Ricoh • Waltham, MA

6h

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 (but not limited to) Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services through SLA results 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
Manages daily operations of a medium-to-large site while leading a medium-to-large team of direct reports.
Prioritizes complex projects while effectively handling multiple and competing priorities.
Fosters an inclusive, high‑performing team environment that consistently meets SLA objectives.
Demonstrates expert knowledge of Ricoh products and offerings; provides strategic and tactical insights with collaboration across business units.
Improves operational quality through effective implementation and management of RICOH Service Excellence tools.
Oversees 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 and satisfaction surveys, including active Commitment Action Documents.
Ensures operational quality by supporting achievement of Audit and Deadline standards using established tools and best practices.
Ensures proper staffing levels by using effective internal recruiting and selection processes.
Motivates employees and provides timely recognition through Ricoh Recognition programs.
Identifies and recommends high performers for succession plans; manages employee retention, performance, and counseling.
Develops staff through training, Individual Development Plans, succession planning, and mentorship.
Focuses on business retention, customer service, high team performance, and profitable growth.
Supports and leads teams through all phases of Change Management.
Understands complex processes, identifies opportunities for improvement, performs root cause analysis, and resolves issues to optimize customer satisfaction.
Identifies gaps or scope creep in service delivery and adjusts process documentation within client or Ricoh frameworks (with AOM/ESM or NOM support).
Facilitates resolution of pricing, order, and invoicing issues by coordinating with the sales department.
Maintains formal customer contact daily in MS environments and as needed in BIS.
Clearly communicates job expectations and consequences to direct reports through training, cross‑training, coaching, counseling, and performance evaluation.
Acts as a consultant to customers to improve business processes via workflow enhancements and appropriate services.
Collaborates with leaders, team members, and customers to implement solutions or initiatives.
Suggests, develops, and implements process improvements that increase quality or productivity.
Completes Monthly Operations Reviews, site reports, and required paperwork.
Supports QSMs.
Creates and delivers required reporting, customer presentations, and business reviews per contractual obligations and value‑add requirements.
Performs other duties as assigned.

Requirements

• High School diploma or GED.
• 5+ years of related B2B and/or technical experience.
• Minimum 5 years of customer‑facing experience.
• Demonstrated high‑level technology knowledge.
• Proficiency with MS Office 360.

Nice To Haves

• 2+ years of managerial experience strongly preferred.
• Strategic facilitator with ability to manage complex issues.
• Ability to present information to large groups.
• Advanced problem‑solving skills.
• Demonstrates managerial courage.
• Expert customer service skills.
• Expert technical aptitude.
• Excellent written and verbal communication skills.

Responsibilities

• Manages daily operations of a medium-to-large site while leading a medium-to-large team of direct reports.
• Prioritizes complex projects while effectively handling multiple and competing priorities.
• Fosters an inclusive, high‑performing team environment that consistently meets SLA objectives.
• Demonstrates expert knowledge of Ricoh products and offerings; provides strategic and tactical insights with collaboration across business units.
• Improves operational quality through effective implementation and management of RICOH Service Excellence tools.
• Oversees 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 and satisfaction surveys, including active Commitment Action Documents.
• Ensures operational quality by supporting achievement of Audit and Deadline standards using established tools and best practices.
• Ensures proper staffing levels by using effective internal recruiting and selection processes.
• Motivates employees and provides timely recognition through Ricoh Recognition programs.
• Identifies and recommends high performers for succession plans; manages employee retention, performance, and counseling.
• Develops staff through training, Individual Development Plans, succession planning, and mentorship.
• Focuses on business retention, customer service, high team performance, and profitable growth.
• Supports and leads teams through all phases of Change Management.
• Understands complex processes, identifies opportunities for improvement, performs root cause analysis, and resolves issues to optimize customer satisfaction.
• Identifies gaps or scope creep in service delivery and adjusts process documentation within client or Ricoh frameworks (with AOM/ESM or NOM support).
• Facilitates resolution of pricing, order, and invoicing issues by coordinating with the sales department.
• Maintains formal customer contact daily in MS environments and as needed in BIS.
• Clearly communicates job expectations and consequences to direct reports through training, cross‑training, coaching, counseling, and performance evaluation.
• Acts as a consultant to customers to improve business processes via workflow enhancements and appropriate services.
• Collaborates with leaders, team members, and customers to implement solutions or initiatives.
• Suggests, develops, and implements process improvements that increase quality or productivity.
• Completes Monthly Operations Reviews, site reports, and required paperwork.
• Supports QSMs.
• Creates and delivers required reporting, customer presentations, and business reviews per contractual obligations and value‑add requirements.
• Performs 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