Site Operations Manager

Metasys Technologies • Pittsburgh, PA

3d • Onsite

About The Position

Lead daily operations for a 3-person team at the largest office within a 13-location legal services account. Responsible for team leadership, customer success, SLA performance, service quality, staffing, employee development, and multi-site operational support. Serve as the designated successor and operational right-hand to the Senior Services Operations Manager.

Requirements

• 5+ years of operations, office services, facilities, workplace, or managed services leadership experience.
• Previous managerial experience strongly preferred, with demonstrated experience leading teams.
• 5+ years of customer-facing experience.
• Experience with coaching, counseling, performance management, training, employee development, retention, and succession planning.
• Experience supporting multiple locations, remote teams, geographically dispersed employees, or multi-site accounts.
• Experience managing SLA-driven service delivery with accountability for metrics, reporting, compliance, and customer satisfaction.
• Experience overseeing high-volume operational workflows such as digital mail, scanning, print production, records management, mail services, imaging, or similar business support functions.
• Strong customer relationship management skills and ability to build trust with office leadership and key stakeholders.
• Advanced Microsoft Office skills, including Excel, Outlook, Teams, and PowerPoint.
• Strong analytical, organizational, decision-making, complex problem-solving, and project management skills.
• Excellent written and verbal communication skills with executive-level professionalism.
• Ability to manage multiple priorities, complex projects, competing demands, and escalations in a fast-paced environment.
• Experience preparing and presenting monthly operational metrics, business reviews, customer presentations, and performance reports.
• Strong technical aptitude and high-level knowledge and understanding of technology.
• Expert customer service, written and verbal communication, and technical aptitude skills.
• Ability to facilitate complex issues and present information to large groups.
• Demonstrated managerial courage and ability to make sound decisions independently.
• High school diploma or GED required.

Nice To Haves

• Legal, professional services, financial services, healthcare, or corporate headquarters experience preferred.
• Experience supporting digital mailroom, production print, scanning, and customer-facing services for 100+ employees preferred.
• Experience supporting single-person and small remote site operations preferred.
• Experience with Ricoh, Canon, ISS, Sodexo, Aramark, Iron Mountain, Williams Lea, Epiq, or similar managed services organizations preferred.

Responsibilities

• Manage daily operations of a medium-to-large site and support multiple locations as needed.
• Lead, coach, train, cross-train, mentor, and develop employees while managing performance, retention, counseling, succession planning, and recognition.
• Recruit, interview, onboard, and retain staff using effective staffing and selection processes.
• Oversee contracted office services, including copy, courier, managed print, hospitality, imaging, digital mail, scanning, records management, production print, and mail services.
• Ensure contract compliance, SLA performance, audit and deadline standards, service quality, productivity, and customer satisfaction.
• Maintain a customer-focused environment through regular customer communication, end-user feedback, satisfaction surveys, and commitment action plans.
• Build and maintain strong relationships with office leadership, customers, and key stakeholders.
• Act as a consultant to customers by identifying workflow enhancements and appropriate service solutions.
• Prioritize complex projects and multiple competing priorities while resolving operational escalations and issues.
• Analyze complex processes, perform root cause analysis, identify gaps and scope creep, and implement effective resolutions.
• Develop, document, and improve processes to increase quality, productivity, operational effectiveness, and customer satisfaction.
• Lead and support teams through all phases of change management.
• Provide operational leadership and remote support across multiple sites, including single-person and small remote locations.
• Serve as the primary backup and operational support to the Senior Services Operations Manager.
• Support staffing and performance management for assigned site personnel and Field Service Representative staff.
• Identify training and performance goals through Individual Development Plans, mentorship, and succession planning.
• Identify and recommend high-performing employees for succession opportunities.
• Maintain expert knowledge of products, services, and operational offerings and provide strategic and tactical recommendations.
• Identify service delivery gaps and adjust process documentation within client or operational requirements.
• Coordinate with sales regarding pricing, orders, invoicing, and related customer issues.
• Prepare and complete Monthly Operations Reviews, site reports, operational reports, customer presentations, business reviews, and other required documentation.
• Present operational metrics and value-added reporting to ensure alignment with contractual requirements.
• Collaborate with leaders, team members, and internal and external customers to implement solutions and initiatives.
• Support QSMs and other operational leadership requirements.
• Perform other duties as assigned.

Benefits

• Candidates who receive an offer will be required to successfully complete a background check and drug test as a condition of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED