Senior Site Manager

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 contracted services (Copy services, Courier Services, Managed Print services, Hospitality, Imaging and Mail services) through SLA results and client feedback. Responsible for selecting and assessing talent, recruiting, hiring, onboarding, employee retention, staff training & development, succession planning, and conducting performance management that includes employee counseling.

• Responsible to manage daily operations of a medium-large size site while managing 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.
• Expert knowledge of Ricoh's products and offerings; consistently consults and displays insights into strategic and tactical issues by actively seeking input of counterparts in other business units and businesses.
• Improves quality of operations while consistently applying 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 with regular end-user feedback and customer satisfaction surveys, with an active Commitment Action Document.
• Ensures the quality of operations for shift by assisting in the achievement of goals in audit and deadline standards and compliance, utilizing tools and best practices.
• Ensures that location is properly staffed by promoting effective use of internal recruiting and selection process to attract and hire talent.
• Motivates employees and recognizes their accomplishments in a timely manner leveraging the Ricoh Recognition programs.
• Identifies and recommends high performers for succession planning; responsible for employee retention, performance management and employee counseling.
• Identifies training and performance planning targets through the development of assigned staff via Individual Development Plan Management, succession planning, and mentorship.
• Focuses on business retention, customer service, high performing team, and profitable growth.
• Able to support, lead and manage team through all phases of Change Management.
• Understands complex and detailed processes, seeks ways to improve operational effectiveness, conducts root cause analysis, and resolves issues to ensure optimal customer satisfaction.
• Identifies gaps/scope creep in service delivery and adjusts process documentation to work within the client or Ricoh framework, with support of AOM/ESM or NOM.
• Facilitates resolution of issues concerning pricing, orders-in and invoicing by interacting with and communicating with the sales department.
• Maintains formal contact with the customer on a daily basis in MS and as needed in BIS.
• Clearly communicates job expectations and consequences of direct reports by training, cross training, coaching, counseling, directing, evaluating work and efficiency of subordinates to increase their output and quality.
• Acts as a consultant to the customer in improving business processes through workflow enhancements and appropriate services.
• Collaborates with other leaders, team members, and internal or external customers to implement a solution or initiative.
• Suggests, develops, and implements process improvements that increase quality or productivity.
• Completes Monthly Operations Review, site reports and other paperwork as necessary.
• 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.

• High school diploma or GED is required.
• Five years of work experience in a related field (B2B and/or technical).
• Previous two years of managerial work experience strongly preferred.
• Previous five years of customer‑facing work experience required.
• Demonstrated high level…