Site Manager

Site Manager

POSITION PROFILE

Accountable for the daily operations of a small- to medium-sized site and management of a small team. Manages contracted services including, but not limited to, Copy Services, Courier Services, Managed Print Services, Hospitality Services, Imaging Services, and Mail Services.

Responsible for assessing talent, supporting staff career development, conducting performance management activities, and providing employee counseling with support from assigned leadership.

Job Duties and Responsibilities

• Responsible for managing the daily operations of a small- to medium-sized site while supervising a small team of direct reports.
• Prioritizes multiple and competing priorities and effectively manages workflow.
• Communicates team vision and priorities while creating a positive and supportive work culture that promotes employee engagement and retention.
• Demonstrates working knowledge of Ricoh products and service offerings by utilizing existing products and processes efficiently and recommending alternatives when appropriate.
• Manages total production labor percentages by achieving company-established production and quality control labor targets.
• Improves operational quality through the effective implementation and management of Ricoh Service Excellence tools and methodologies.
• Ensures achievement of Service Level Agreements (SLAs) and works collaboratively with customers to improve business processes, with support from the AOM, ESM, or NOM.
• Creates and maintains a customer-focused environment through regular end-user feedback, customer satisfaction surveys, and ongoing communication.
• Supports business retention efforts by maintaining exceptional customer service standards.
• Ensures operational quality through compliance with audit standards, deadline requirements, and established best practices.
• Ensures proper staffing by aligning employee skills and equipment resources with production demands.
• Motivates employees and recognizes accomplishments through Ricoh Recognizes programs and other recognition initiatives.
• Clearly communicates job expectations and performance standards through training, cross-training, coaching, counseling, directing, and evaluating employee performance.
• Identifies training and performance development opportunities through Individual Development Plan (IDP) management.
• Evaluates team member performance and provides career growth, coaching, and training opportunities.
• Maintains formal daily contact with customers and key stakeholders.
• Develops and maintains an in-depth understanding of client requirements, with support from the AOM, ESM, or NOM.
• Identifies service gaps, scope changes, and workflow improvements while ensuring financial responsibilities and contractual obligations are met.
• Facilitates resolution of issues concerning pricing, order intake, and invoicing through collaboration with the Sales department.
• Creates and supports required site reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-added reporting expectations.
• Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications) Typically Required

• High school diploma or GED required.
• Three (3) to five (5) years of experience in a related field (B2B and/or technical environment).
• Two (2) or more years of management or leadership experience strongly preferred.
• Three (3) to five (5) years of customer-facing experience required.
• Demonstrated knowledge and understanding of technology and business operations.
• Proficiency with Microsoft Office 365 applications.

Knowledge, Skills, and Abilities

• Strategic thinking and decision-making skills.
• Ability to present information effectively to medium-sized groups.
• Strong analytical and complex problem-solving skills.
• Professional customer service and client relationship management skills.
• Strong technical aptitude and ability to learn new technologies.
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Leadership, coaching, and employee development skills.
• Financial awareness and understanding of operational metrics.
• Ability to build and maintain positive customer and employee relationships.

Working Conditions, Mental and Physical Demands

• Typically works in an office environment with adequate lighting, ventilation, and normal temperature and noise levels.
• Work assignments are varied and require the interpretation, comprehension, and application of complex information, data, and instructions.
• Requires the ability to prepare, present, and communicate a variety of information to customers, employees, and leadership.
• Some physical effort is required, including extended periods of standing, walking, bending, reaching, stretching, climbing, and similar activities.
• May be required to lift or move items weighing up to 50 pounds.
• Requires moderate manual dexterity and regular use of office equipment and tools, including computers, keyboards, calculators, and equipment requiring hand-eye 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.