Legal Services Site Manager
About The Position
The Site Manager is accountable for the daily operations of a small- to medium-sized site and management of a small team. The role manages contracted services, which may include Copy Services, Courier Services, Managed Print Services, Hospitality Services, Imaging Services, and Mail Services. It also involves assessing talent, supporting staff career development, conducting performance management activities, and providing employee counseling with support from assigned leadership. The Site Manager oversees workflow, staffing, service quality, customer relationships, contractual obligations, and operational performance. The role works with customers and internal partners to meet service-level agreements, improve business processes, address service gaps, and support business retention. It also develops employees through training, coaching, performance feedback, and individual development planning.
Requirements
- High school diploma or GED.
- Three to five years of experience in a related field, such as a B2B and/or technical environment.
- Three to five years of customer-facing experience.
- Demonstrated knowledge and understanding of technology and business operations.
- Proficiency with Microsoft Office 365 applications.
- Strategic thinking and decision-making skills.
- Ability to present information effectively to medium-sized groups.
- Strong analytical and complex problem-solving skills.
- Professional customer service and client relationship-management skills.
- Strong technical aptitude and ability to learn new technologies.
- Excellent written and verbal communication skills.
- Strong organizational and time-management skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Leadership, coaching, and employee-development skills.
- Financial awareness and understanding of operational metrics.
- Ability to build and maintain positive customer and employee relationships.
Nice To Haves
- Two or more years of management or leadership experience is strongly preferred.
Responsibilities
- Manage the daily operations of a small- to medium-sized site and supervise a small team of direct reports.
- Prioritize competing demands and manage workflow effectively.
- Communicate team vision and priorities and foster a positive, supportive culture that promotes engagement and retention.
- Apply knowledge of Ricoh products and service offerings, use existing products and processes efficiently, and recommend alternatives when appropriate.
- Manage production labor percentages to meet company-established production and quality-control labor targets.
- Improve operational quality by implementing and managing Ricoh Service Excellence tools and methodologies.
- Ensure achievement of service-level agreements and collaborate with customers to improve business processes, with support from the AOM, ESM, or NOM.
- Maintain a customer-focused environment through end-user feedback, customer satisfaction surveys, and ongoing communication.
- Support business retention by maintaining exceptional customer service standards.
- Ensure compliance with audit standards, deadlines, and established best practices.
- Align employee skills and equipment resources with production demands to ensure proper staffing.
- Motivate employees and recognize accomplishments through Ricoh Recognizes programs and other recognition initiatives.
- Communicate job expectations and performance standards through training, cross-training, coaching, counseling, directing, and performance evaluation.
- Identify training and development opportunities through Individual Development Plan management.
- Evaluate team member performance and provide career-growth, coaching, and training opportunities.
- Maintain formal daily contact with customers and key stakeholders.
- Develop and maintain an in-depth understanding of client requirements, with support from the AOM, ESM, or NOM.
- Identify service gaps, scope changes, and workflow improvements while ensuring financial responsibilities and contractual obligations are met.
- Facilitate resolution of pricing, order-intake, and invoicing issues in collaboration with the Sales department.
- Create and support site reporting, customer presentations, and business reviews to meet contractual requirements and value-added reporting expectations.
- Perform other duties as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
