Senior Site Manager, MS Site Management

Position Profile
The Senior Site Manager is accountable for the daily operations of a medium to large team, overseeing one or more complex sites. This role ensures compliance with contracted services such as Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services. The manager is responsible for talent acquisition, onboarding, training, performance management, and fostering a high-performing, inclusive team environment.
Key Responsibilities

• Manage daily operations of medium-large sites and teams.
• Prioritize complex projects and manage competing priorities.
• Foster a high-performing, inclusive team environment aligned with SLA objectives.
• Demonstrate expert knowledge of Ricoh products and services.
• Drive operational quality using Ricoh Service Excellence tools.
• Lead staffing, performance management, and succession planning.
• Maintain customer satisfaction through regular feedback and surveys.
• Ensure compliance with audit standards and deadlines.
• Promote internal recruiting and effective hiring practices.
• Recognize and motivate employees using Ricoh Recognition programs.
• Identify and develop high-potential employees.
• Lead change management initiatives.
• Conduct root cause analysis and resolve service delivery issues.
• Collaborate with sales to resolve pricing and invoicing issues.
• Maintain daily customer contact and manage expectations.
• Act as a consultant to improve customer business processes.
• Complete monthly operations reviews and required reporting.
• Support Quality Site Managers (QSMs) and other leadership as needed.

Qualifications

• High school diploma or GED required.
• 5+ years of relevant B2B or technical experience.
• 2+ years of managerial experience preferred.
• 5+ years of customer-facing experience required.
• Strong technical aptitude and proficiency in Microsoft Office 360.

Skills and Abilities

• Strategic problem-solving and facilitation.
• Strong presentation and communication skills.
• Managerial courage and leadership.
• Expert customer service and technical skills.
• Ability to manage complex issues and drive process improvements.

Working Conditions

• Office environment with standard lighting, ventilation, and noise levels.
• Physical activity may include standing, walking, bending, and lifting up to 50 lbs.
• Requires regular use of tools and technology with moderate dexterity.

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.