Senior Site Manager, MS Site Management

About the role

Experienced print production professional accountable for daily operations of a medium to large team that may include a complex site or multiple sites. Ensures contract compliance of contracted services including copy services, courier services, managed print services, hospitality, imaging, and mail services through SLA results and client feedback.

Responsibilities

• Strong knowledge of offset, digital, and large-format printing processes.
• Experience with prepress software including Adobe Creative Suite (InDesign, Illustrator, Photoshop).
• Understanding of color calibration and print quality standards.
• Ability to manage production timelines and vendor relationships.
• Knowledge of print finishing, binding, packaging, and distribution processes.
• Proven track record of reducing production costs while maintaining quality standards.
• Manage daily operations of a medium-large site while leading 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 to meet SLA objectives.
• Expert knowledge of Ricoh's products and offerings; consult on strategic and tactical issues.
• Improve quality of operations by applying Ricoh Service Excellence tools.
• Responsible for staffing, performance management, and employee counseling of site personnel and Field Service Representatives.
• Create and maintain a customer-focused environment with regular end-user feedback and customer satisfaction surveys.
• Ensure quality operations by achieving goals in audit, deadline standards, and compliance.
• Promote effective internal recruiting and selection processes to attract and hire talent.
• Motivate employees and recognize accomplishments using Ricoh Recognition programs.
• Identify and recommend high performers for succession planning.
• Develop staff through Individual Development Plan Management, mentorship, and training.
• Focus on business retention, customer service, high-performing teams, and profitable growth.
• Lead and manage teams through all phases of change management.
• Analyze complex processes, improve operational effectiveness, conduct root cause analysis, and resolve issues to ensure customer satisfaction.
• Identify gaps or scope creep in service delivery and adjust process documentation within client or Ricoh frameworks.
• Facilitate resolution of pricing, orders-in, and invoicing issues by communicating with the sales department.
• Maintain formal daily contact with customers in MS and as needed in BIS.
• Communicate job expectations, train, coach, counsel, and evaluate direct reports to increase work output and quality.
• Act as a consultant to customers in improving business processes through workflow enhancements.
• Collaborate with leaders, team members, and customers to implement solutions or initiatives.
• Suggest, develop, and implement process improvements that increase quality or productivity.
• Complete Monthly Operations Review, site reports, and other required paperwork.
• Support QSMs and create/conduct site-required reporting, customer presentations, and business reviews.
• Perform other duties as assigned.

Requirements

• High school diploma or GED 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 of customer-facing work experience required.
• Demonstrated high-level knowledge and understanding of technology.
• Proficient user of Office 360.

Skills

• Strategic facilitation of complex issues.
• Ability to present to large groups.
• Complex problem-solving skills.
• Managerial courage.
• Expert customer service skills.
• Expert technical aptitude.
• Expert written and verbal communication skills.

Working Conditions

Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise levels. Work assignments are diversified, requiring interpretation and application of complex material, data, and instructions.

• Some physical effort required, including long periods of standing, walking, bending, reaching, stretching, climbing, or similar activities.
• Lifting or moving items weighing up to 50 lbs.
• Moderate dexterity; regular use of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

Benefits

• Broad selection of medical, dental, life, and disability insurance options.
• Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Team member tuition assistance programs.
• Paid vacation time and paid holidays annually.
• Additional benefits to enhance health, wellness, and ongoing personal and professional development.