**Senior Site Manager, MS Site Management** **Position Profile** Accountable for the daily operations of a medium to large team, which may include a complex site or multiple sites. Ensures contract compliance for 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 conducting performance management, including employee counseling. **Job Duties and Responsibilities** + Manages daily operations of a medium-large size site while supervising a medium-large team of direct reports. + Prioritizes complex projects while effectively handling multiple and competing priorities. + Fosters an inclusive and high-performing team environment that meets SLA objectives. + Demonstrates expert knowledge of Ricoh's products and offerings, consistently consulting and providing insights into strategic and tactical issues by seeking input from counterparts in other business units. + Improves the quality of operations by effectively implementing and managing Ricoh Service Excellence tools. + Oversees staffing and performance management for assigned site personnel and Field Service Representative staff. + Creates and maintains a customer-focused environment through regular end-user feedback and satisfaction surveys, actively addressing feedback with Commitment Action Documents. + Ensures operational quality by achieving goals in audit and deadline standards using tools and best practices. + Promotes the effective use of internal recruiting and selection processes to attract and hire talent. + Motivates employees and promptly recognizes their accomplishments through Ricoh Recognition programs. + Identifies and recommends high performers for succession planning, ensuring employee retention, performance management, and staff counseling. + Develops assigned staff through Individual Development Plan management, succession planning, and mentorship. + Focuses on business retention, customer service, team performance, and profitable growth. + Leads and manages teams through all phases of change management. + Understands complex processes and consistently seeks ways to improve operational effectiveness by conducting root cause analyses and resolving issues to ensure customer satisfaction. + Identifies gaps or scope creep in service delivery, adjusting processes and documentation to align with client or Ricoh frameworks, with support from AOM/ESM or NOM. + Facilitates resolution of issues related to pricing, orders, and invoicing by interacting with the sales department. + Maintains formal contact with the customer on a daily basis in Managed Services (MS) and as needed in Business Information Services (BIS). + Communicates job expectations and consequences clearly to direct reports, offering training, cross-training, coaching, counseling, and direction to increase work output and quality. + Acts as a consultant to customers by improving business processes through workflow enhancements and appropriate services. + Collaborates with leaders, team members, and internal or external customers to implement solutions or initiatives. + Suggests, develops, and implements process improvements to enhance quality or productivity. + Completes Monthly Operations Reviews, site reports, and other necessary paperwork. + Creates and conducts site reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-added reporting. + Supports Quality Service Metrics (QSMs). + Performs other duties as assigned. **Qualifications (Education, Experience, and Certifications)** **Typically Requires:** + High school diploma or GED (required). + Five or more years of work experience in a related field (B2B and/or technical). + Two years of managerial work experience (strongly preferred). + Five years of customer-facing work experience (required). + High-level knowledge and understanding of technology. + Proficiency with Office 360. **Knowledge, Skills, and Abilities** + Strategic facilitator for complex issues. + Strong presentation skills for large-sized groups. + Exceptional problem-solving capabilities. + Demonstrates managerial courage and expert customer service skills. + Advanced technical aptitude. + Excellent written and verbal communication skills. **Working Conditions, Mental and Physical Demands** + Typically an office environment with adequate lighting, ventilation, and normal temperature and noise levels. + Diversified work assignments requiring interpretation, comprehension, and application of complex material, data, and instructions. + Some physical effort required, which may involve long periods of standing, walking, bending, reaching, stretching, climbing, or similar activities, as well as lifting or moving items weighing up to 50 lbs. + Moderate dexterity required for regular application of basic skills (e.g., calculator, keyboard, hand tools, and 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. 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.