Senior Site Manager

Senior Site Manager, Managed Services (MS) Site Management Position Profile

The Senior Site Manager is accountable for the daily operations of a medium-to-large team supporting a complex site and/or multiple client sites. This role ensures contractual compliance across a variety of managed services, including but not limited to:

• Copy Services
• Courier Services
• Managed Print Services
• Hospitality Services
• Imaging Services
• Mail Services

Success is measured through SLA performance, operational excellence, and client satisfaction. The Senior Site Manager is responsible for talent acquisition, onboarding, employee development, retention, succession planning, and performance management, including coaching and employee counseling.

Key Responsibilities Operations Management

• Manage the daily operations of a medium-to-large site while leading a medium-to-large team of direct reports.
• Prioritize complex projects and effectively balance multiple competing priorities.
• Foster an inclusive, high-performing team environment that consistently achieves SLA objectives.
• Demonstrate expert knowledge of Ricoh products, services, and solutions while providing strategic and tactical guidance.
• Continuously improve operational quality through the implementation and management of Ricoh Service Excellence tools.
• Ensure operational goals, audit standards, compliance requirements, and service deadlines are consistently met.
• Conduct root cause analysis and implement corrective actions to improve operational effectiveness and customer satisfaction.
• Identify service delivery gaps or scope changes and update process documentation in collaboration with AOMs, ESMs, or NOMs.
• Complete Monthly Operations Reviews, site reporting, and other required documentation.

Customer Relationship Management

• Maintain regular communication with customers and serve as a trusted advisor for operational improvements.
• Create and sustain a customer-focused environment through end-user feedback, customer satisfaction surveys, and Commitment Action Plans.
• Act as a consultant to clients by recommending workflow enhancements and service improvements.
• Facilitate the resolution of pricing, order processing, and invoicing issues through collaboration with sales and other internal stakeholders.
• Prepare and deliver customer presentations, business reviews, and value-added reporting aligned with contractual requirements.

Leadership & Talent Development

• Lead staffing efforts, including recruiting, hiring, onboarding, and workforce planning.
• Ensure proper staffing levels through effective recruitment and talent selection processes.
• Motivate and recognize employee achievements through Ricoh recognition programs.
• Manage performance through coaching, counseling, training, evaluation, and development planning.
• Identify high-potential employees and support succession planning initiatives.
• Develop team members through Individual Development Plans (IDPs), mentorship, and targeted training opportunities.
• Support and lead teams through all phases of organizational change management.
• Oversee assigned site personnel and Field Service Representatives.

Collaboration & Continuous Improvement

• Collaborate with internal and external stakeholders to implement operational solutions and business initiatives.
• Recommend, develop, and implement process improvements that enhance productivity, quality, and customer satisfaction.
• Support Quality Site Managers (QSMs) and other operational leadership initiatives.
• Perform additional duties as assigned.

Qualifications Education & Experience

• High School Diploma or GED required.
• Bachelor's degree preferred.
• Minimum of 5 years of experience in a related business-to-business (B2B) and/or technical environment.
• Minimum of 5 years of customer-facing experience required.
• At least 2 years of people leadership or management experience strongly preferred.
• Demonstrated understanding of technology and business operations.
• Proficiency in Microsoft Office 365 applications.

Knowledge, Skills & Abilities

• Strong strategic thinking and facilitation skills.
• Ability to effectively present information to large audiences.
• Advanced problem-solving and analytical capabilities.
• Demonstrated managerial courage and sound decision-making skills.
• Exceptional customer service orientation.
• Strong technical aptitude and business acumen.
• Excellent written, verbal, and interpersonal communication skills.
• Proven ability to lead teams through change and continuous improvement initiatives.
• Strong organizational and project management skills.

Working Conditions & Physical Requirements

• Primarily office-based environment with standard lighting, ventilation, temperature, and noise levels.
• Regularly required to interpret, analyze, and apply complex information, data, and instructions.
• Ability to prepare, communicate, and present diverse information to various audiences.
• Physical requirements may include prolonged standing, walking, bending, reaching, stretching, and occasional climbing.
• Ability to lift or move items weighing up to 50 pounds.
• Moderate manual dexterity required for frequent use of computers, keyboards, calculators, and other office equipment.
• Requires effective hand-eye coordination and the use of basic hand tools when necessary.