Senior Site Manager, MS Site Management

Job Description 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 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.

Typically Requires

• 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.