Senior Site Manager, MS Site Management

Ricoh Americas Corporation•New York, NY

48d

About The Position

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 talent acquisition and management, including recruiting, hiring, onboarding, employee retention, training & development, succession planning, and performance management.

Requirements

High School Diploma or GED required.
5+ years of related work experience (B2B and/or technical).
2+ years of managerial experience strongly preferred.
5+ years of customer-facing experience required.
Strong knowledge and understanding of technology.
Proficiency in Office 360.
Strategic facilitation of complex issues.
Ability to present to large groups.
Strong problem-solving skills.
Managerial courage and expert customer service skills.
Technical aptitude.
Excellent written and verbal communication skills.

Responsibilities

Manage daily operations of a medium-large site and a medium-large team of direct reports.
Prioritize complex projects while effectively managing multiple and competing priorities.
Foster an inclusive, high-performing team environment to meet SLA objectives.
Demonstrate expert knowledge of Ricoh products and offerings; provide strategic and tactical insights.
Improve operational quality using Ricoh Service Excellence tools.
Oversee staffing and performance management of site personnel and Field Service Representatives.
Maintain a customer-focused environment through feedback and satisfaction surveys.
Ensure compliance with audit and deadline standards using best practices.
Promote effective recruiting and selection processes to attract and hire talent.
Motivate employees and recognize accomplishments through Ricoh Recognition programs.
Identify high performers for succession planning; manage retention and counseling.
Develop staff through Individual Development Plans, succession planning, and mentorship.
Focus on business retention, customer service, team performance, and profitable growth.
Lead and manage team through all phases of Change Management.
Conduct root cause analysis and implement solutions for operational effectiveness.
Identify gaps in service delivery and adjust processes within client or Ricoh frameworks.
Resolve issues related to pricing, orders, and invoicing in collaboration with Sales.
Maintain formal customer contact daily and as needed.
Communicate job expectations clearly; train, coach, and evaluate staff for quality and efficiency.
Act as a consultant to improve customer business processes through workflow enhancements.
Collaborate with leaders, team members, and customers to implement solutions.
Suggest, develop, and implement process improvements for quality and productivity.
Complete Monthly Operations Review, site reports, and other required documentation.
Create and deliver site reporting, customer presentations, and business reviews.
Perform other duties as assigned.