Senior Site Manager

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 selecting and assessing talent, recruiting, hiring, onboarding, training & development, employee retention, succession planning, and performance management (including employee counseling).

• Responsible for managing daily operations of a medium–large size 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.
• Expert knowledge of Ricoh’s products and offerings; consistently consults and provides insights into strategic and tactical issues by seeking input from counterparts in other business units.
• Improves quality of operations by 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 through end‑user feedback and customer satisfaction surveys, with active Commitment Action Documents.
• Ensures operational quality by supporting achievement of goals in audit and deadline standards using tools and best practices.
• Ensures proper staffing through effective use of internal recruiting and selection processes.
• Motivates employees and recognizes achievements using Ricoh recognition programs.
• Identifies and recommends high performers for succession planning. Responsible for retention, performance management, and employee counseling.
• Identifies training needs and performance development opportunities through Individual Development Plans, succession planning, and mentorship.
• Focuses on business retention, customer service, high‑performing teams, and profitable growth.
• Supports, leads, and manages teams through all phases of Change Management.
• Understands complex processes, identifies improvements, conducts root‑cause analysis, and resolves issues to ensure optimal customer satisfaction.
• Identifies gaps or scope creep in service delivery and adjusts process documentation within client or Ricoh frameworks, with AOM/ESM/NOM support.
• Facilitates resolution of pricing, orders‑in, and invoicing issues through coordination with the sales department.
• Maintains formal contact with the customer daily in MS and as needed in BIS.
• Clearly communicates job expectations by training, cross‑training, coaching, counseling, directing, and evaluating staff to improve work output and quality.
• 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.
• Suggests, develops, and implements process improvements that increase quality or productivity.
• Completes Monthly Operations Reviews, site reports, and required paperwork.
• Supports QSMs.
• Creates and conducts required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value‑added reporting.
• Performs other duties as assigned.

• 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 understanding of technology.
• Proficient user of MS Office 360.

• Strategic facilitator of complex issues.
• Ability to present to large groups.
• Complex problem‑solving skills.
• Demonstrates managerial courage.
• Strong technical aptitude.
• Excellent written and verbal communication skills.

• Typically an office environment with adequate lighting, ventilation, and normal temperature and noise levels.
• Work assignments are diversified; requires interpreting and applying complex material, data, and instructions, and preparing and conveying varied information.
• Some physical effort required, including standing, walking, bending, reaching, stretching, climbing, or lifting/moving items up to 50 lbs.
• Moderate dexterity—regular use of basic tools (keyboard, calculators, hand tools) and eye/hand coordination.