Senior Site Manager

Senior Site Manager – MS Site Management Position Profile

Responsible for daily operations of a medium to large team, potentially across complex or multiple sites. Ensures contract compliance for services such as:

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

Oversight includes SLA performance and client feedback. Leads talent acquisition, onboarding, training, retention, succession planning, and performance management including employee counseling.

Job Duties & Responsibilities

• Manage daily operations of medium-large site and team
• Prioritize complex projects and manage competing priorities
• Foster inclusive, high-performing team aligned with SLA goals
• Demonstrate expert knowledge of Ricoh products and services
• Collaborate across business units for strategic insights
• Apply Ricoh Service Excellence tools to improve operations
• Oversee staffing and performance of site and field service teams
• Maintain customer-focused environment with feedback mechanisms
• Ensure audit and deadline compliance using best practices
• Promote effective recruiting and selection processes
• Recognize employee achievements via Ricoh Recognition programs
• Identify high performers for succession planning
• Develop staff through IDPs, mentorship, and training
• Focus on retention, customer service, team performance, and growth
• Lead team through all phases of Change Management
• Conduct root cause analysis and resolve operational issues
• Address service delivery gaps and update documentation
• Resolve pricing, order, and invoicing issues with sales team
• Maintain daily customer contact in MS and as needed in BIS
• Communicate expectations and evaluate staff performance
• Consult with customers to improve workflows and services
• Collaborate to implement solutions and initiatives
• Suggest and implement process improvements
• Complete Monthly Operations Review and site reports
• Support QSMs and conduct customer presentations and reviews
• Perform other duties as assigned

Qualifications

Education & Experience:

• High school diploma or GED required
• 5+ years in B2B or technical field
• 2+ years managerial experience preferred
• 5+ years customer-facing experience required
• Strong technology knowledge
• Proficient in Office 360
• Strategic facilitation of complex issues
• Strong presentation skills for large groups
• Advanced problem-solving capabilities
• Managerial courage and leadership
• Expert-level customer service and technical aptitude
• Excellent written and verbal communication
• Office environment with standard lighting, ventilation, and noise
• Diverse assignments requiring interpretation and application of complex data
• Physical activity may include standing, walking, bending, lifting (up to 50 lbs)
• Moderate dexterity for tools and equipment

Knowledge, Skills & Abilities Working Conditions & Physical Demands

Note: This job description outlines general responsibilities and requirements. It is not an exhaustive list of all duties, skills, or conditions associated with the role.

Come Create At Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest In Yourself:

At Ricoh, You Can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.