Senior Site Manager, MS Site Management

Senior Site Manager, MS Site Management

65,000 - 75,000 per year

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 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, employee retention, staff training and development, succession planning, and performance management, including employee counseling.
Job Duties and Responsibilities

- Responsible for managing the daily operations of a medium-to-large site while leading a medium-to-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's products and offerings. Consistently provides strategic and tactical insights by actively seeking input from counterparts across business units.

- Improves operational quality through the 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 regular end-user feedback, customer satisfaction surveys, and active Commitment Action Documents.

- Ensures quality operations by supporting the achievement of audit, compliance, and deadline standards through the use of best practices and operational tools.

- Ensures locations are properly staffed through effective internal recruiting and selection processes.

- Motivates employees and recognizes accomplishments in a timely manner using Ricoh Recognition Programs.

- Identifies and recommends high performers for succession planning.

- Responsible for employee retention, performance management, and employee counseling.

- Identifies training and development opportunities through Individual Development Plans (IDPs), succession planning, and mentorship programs.

- Maintains focus on business retention, customer service excellence, team performance, and profitable growth.

- Supports, leads, and manages teams through all phases of change management.

- Understands complex processes, identifies opportunities for operational improvement, conducts root cause analyses, and resolves issues to ensure customer satisfaction.

- Identifies gaps or scope creep in service delivery and adjusts process documentation within client or Ricoh frameworks, with support from the AOM/ESM or NOM.

- Facilitates issue resolution related to pricing, orders, and invoicing by collaborating with the sales department.

- Maintains formal daily customer contact in MS environments and as needed in BIS environments.

- Clearly communicates expectations and accountability by training, cross-training, coaching, counseling, directing, and evaluating staff to improve productivity and quality.

- Acts as a consultant to customers by improving business processes through workflow enhancements and service solutions.

- Collaborates with leaders, team members, and internal or external customers to implement solutions and initiatives.

- Supports, leads, and manages teams through all phases of change management, with support from the AOM/ESM or NOM.

- Suggests, develops, and implements process improvements that increase quality and productivity.

- Completes Monthly Operations Reviews, site reports, and other required documentation.

- Supports QSMs.

- Creates and delivers site reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-added reporting.

- Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

Typically Requires:

- High school diploma or GED required.

- 5+ years of experience in a related field (B2B and/or technical environment).

- 2+ years of management experience strongly preferred.

- 5+ years of customer-facing experience required.

- Demonstrated high-level knowledge and understanding of technology.

- Proficient in Microsoft Office 360/365 applications.

KNOWLEDGE, SKILLS, AND ABILITIES

- Strategic facilitator of complex issues.

- Ability to present to large groups.

- Strong complex problem-solving skills.

- Demonstrates managerial courage.

- Expert customer service skills.

- Expert technical aptitude.

- Excellent written and verbal communication skills.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

- Typically works in an office environment with adequate lighting, ventilation, and a normal range of temperature and noise levels.

- Work assignments are diversified and require the ability to interpret, comprehend, and apply complex information, data, and instructions, as well as prepare and communicate varied information.

- Some physical effort is required, including extended periods of standing, walking, bending, reaching, stretching, climbing, and similar activities, as well as lifting or moving items weighing up to 50 pounds.

- Requires moderate dexterity and regular use of basic office equipment and tools, including calculators, keyboards, and hand tools, with strong eye-hand coordination.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.