Senior Site Manager

About the role

Accountable for daily operations of medium to large team that may include a complex site or/and multiple sites. Ensures contract compliance of 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.

Responsibilities

• Manage daily operations of a medium-large size site while managing a medium-large team of direct reports
• Prioritize complex projects while effectively managing multiple and competing priorities
• Foster an inclusive and high performing team environment in which SLA objectives are met
• Expert knowledge of Ricoh's products and offerings
• Consults and displays insights into strategic and tactical issues by actively seeking input of counterparts in other business units and businesses
• Improves quality of operations while consistently applying effective implementation and management of RICOH Service Excellence tools
• Selects and assesses talent, recruits, hires, onboards, employee retention, staff training & development, succession planning, and conducts performance management that includes employee counseling
• Motivates employees and recognizes their accomplishments in a timely manner leveraging the Ricoh Recognition programs
• Identifies and recommends high performers for succession planning
• Creates and maintains a customer-focused environment with regular end-user feedback and customer satisfaction surveys, with active Commitment Action Document
• Ensures the quality of operations for shift by assisting in the achievement of goals in Audit and Deadline standards and compliance, utilizing tools and best practices
• Ensures that location is properly staffed by promoting effective use of internal recruiting and selection process to attract and hire talent
• Identifies training and performance planning targets through the development of assigned staff through Individual Development Plan Management, along with succession planning, and mentorship
• Supports QSMs. Is responsible for creating/conducting site required reporting, customer presentations and business reviews to ensure alignment with contractual requirements and value add reporting
• Completes Monthly Operations Review, site reports and other paperwork as necessary
• Performs other duties as assigned

Requirements

• High school or GED is required
• 5 years of work experience in a related field (B2B and/or technical)
• Previous 2 years of managerial work experience strongly preferred
• Previous 5 years Customer facing work experience required
• Demonstrated high level knowledge and understanding of technology
• Off 360 proficient user

Qualifications

• Strategical facilitator of complex issues
• Ability to present to a large-sized group
• Complex-Problem Solving Skills
• Strategic facilitator of complex issues
• Expert Customer Service skills
• Expert Technical aptitude
• Expert Written and Verbal Communication skill

Knowledge, Skills and Abilities

• Strategical facilitator of complex issues
• Ability to present to a large-sized group
• Complex-Problem Solving Skills
• Strategic facilitator of complex issues
• Expert Customer Service skills
• Expert Technical aptitude
• Expert Written and Verbal Communication skill