Site Manager

POSITION PROFILE

The Site Manager is accountable for the daily operations of a small- to medium-sized site and the management of a small team. This role oversees contracted services including, but not limited to, Copy Services, Courier Services, Managed Print Services, Hospitality Services, Imaging Services, and Mail Services. The Site Manager is responsible for talent assessment, employee development, performance management, employee engagement, and customer satisfaction while ensuring service excellence, operational efficiency, and financial accountability. This position serves as the primary liaison between Ricoh and the customer, maintaining strong client relationships and delivering contracted service commitments.

JOB DUTIES AND RESPONSIBILITIES

Operations Management

• Manage the daily operations of a small- to medium-sized site while leading a team of direct reports.
• Prioritize multiple and competing responsibilities while ensuring service levels and operational goals are achieved.
• Communicate team vision, objectives, and priorities while fostering a positive work environment that promotes employee engagement and retention.
• Demonstrate knowledge of Ricoh products, services, and solutions to effectively support customer needs and identify opportunities for service enhancements.
• Manage production labor percentages and quality control standards in accordance with company expectations.
• Improve operational quality through the consistent use and implementation of Ricoh Service Excellence methodologies and tools.
• Ensure compliance with Service Level Agreements (SLAs) and work collaboratively with customers to improve business processes and service delivery.
• Ensure quality standards are achieved through audit compliance, productivity management, and established best practices.
• Ensure staffing levels appropriately align employee skills and equipment capabilities with production demands.

Leadership & Employee Development

• Lead, coach, mentor, and develop team members.
• Recognize employee achievements and contributions through company recognition programs.
• Clearly communicate job expectations, responsibilities, and performance standards.
• Provide ongoing coaching, counseling, training, and cross-training opportunities.
• Develop employee growth plans through Individual Development Plan (IDP) management.
• Conduct performance evaluations and support career development initiatives.
• Address employee relations matters with support from assigned leadership.

Customer Relationship Management

• Maintain formal contact with customers on a daily basis.
• Develop and maintain a comprehensive understanding of client business requirements.
• Create and maintain a customer-focused environment through regular communication, end-user feedback, and customer satisfaction surveys.
• Support business retention efforts through proactive customer engagement and service excellence.
• Identify service gaps, process inefficiencies, and scope changes while ensuring contractual and financial obligations are met.
• Serve as the primary point of contact for operational and service-related customer concerns.

Financial & Business Management

• Facilitate resolution of issues related to pricing, order processing, and invoicing through collaboration with internal partners and the Sales organization.
• Support financial performance goals by managing labor, operating expenses, and productivity.
• Ensure contractual obligations and financial responsibilities are met.
• Create and support operational reporting, customer presentations, business reviews, and performance metrics.
• Assist in the preparation and delivery of value-added reporting and business improvement recommendations.

Additional Responsibilities

• Ensure compliance with all company policies, procedures, and safety requirements.
• Support continuous improvement initiatives and operational best practices.
• Perform other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

Required Qualifications

• High School Diploma or GED required.
• Three (3) to five (5) years of experience in a related business-to-business (B2B), operational, or technical environment.
• Three (3) to five (5) years of customer-facing experience.
• Demonstrated knowledge and understanding of technology and business operations.
• Proficiency with Microsoft Office 365 applications.

Preferred Qualifications

• Two (2) or more years of management or leadership experience.
• Experience managing service delivery, operations, or business support functions.
• Experience working within professional services, legal, corporate, or managed services environments.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strategic thinking and decision-making skills.
• Strong complex problem-solving abilities.
• Excellent customer service and client relationship management skills.
• Strong leadership, coaching, and employee development capabilities.
• Ability to present information effectively to small and medium-sized groups.
• Professional written and verbal communication skills.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Technical aptitude and ability to learn new systems and technologies.
• Financial awareness and analytical skills.
• Ability to work independently and collaboratively across functional teams.

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 interpreting, comprehending, and applying complex information, data, and instructions. Requires the ability to prepare, analyze, communicate, and present a variety of information to customers, leadership, and employees. Some physical effort is required, including standing, walking, bending, reaching, stretching, climbing, and similar activities. Ability to lift, move, or carry items weighing up to 50 pounds. Requires moderate manual dexterity and regular use of computers, keyboards, calculators, hand tools, 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.