Site Manager

Position Profile

The Site Manager is accountable for the daily operations of a small to medium-sized site and manages a small team. Responsibilities include overseeing contracted services, such as copy services, courier services, managed print services, hospitality, imaging, and mail services. This role involves assessing talent, supporting staff career development, and conducting performance management activities and employee counseling with support from assigned leadership.

Job Duties and Responsibilities Manage daily operations of a small-to-medium site while overseeing a small team of direct reports. Prioritize multiple and competing tasks, communicate team vision and priorities, and foster a positive work culture to maximize retention. Demonstrate working knowledge of Ricoh products by efficiently using existing products/processes or offering alternatives. Manage production labor percentages by meeting company standards for production worker and quality control labor. Consistently apply and improve operational quality using RICOH Service Excellence tools. Work with customers to improve business processes, ensuring achievement of Service Level Agreements with support from AOM/ESM or NOM. Create and maintain a customer-focused environment with regular end-user feedback and customer satisfaction surveys, focusing on business retention and customer service. Ensure shift quality by meeting goals in audit, deadline standards, and compliance, utilizing best practices and tools. Match employee skills and equipment with production demands to ensure appropriate staffing. Motivate employees and recognize their accomplishments promptly through Ricoh Recognizes programs. Clearly communicate job expectations to direct reports through training, cross-training, coaching, counseling, and performance evaluation. Identify training and performance targets, supporting staff development through Individual Development Plan management. Evaluate team member performance, providing career development and training opportunities. Maintain formal daily contact with the customer to ensure understanding of their requirements. Identify gaps or scope creep in service delivery and adjust process documentation to align with client or Ricoh frameworks while meeting financial responsibilities. Facilitate resolution of pricing, orders-in, and invoicing issues by interacting and communicating with the sales department. Create and support site-required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements, with support from AOM/ESM or NOM. Perform other duties as assigned. Qualifications (Education, Experience, and Certifications) Education: High school diploma or GED is required. Experience: 3-5 years of related work experience in B2B or technical fields. At least 2 years of managerial experience is strongly preferred. 3-5 years of customer-facing work experience required. Technical Knowledge: High-level technology understanding and proficiency in Office 360. Knowledge, Skills, and Abilities Strategic problem-solving and ability to handle complex issues. Effective presentation skills for medium-sized groups. Complex problem-solving abilities. Strong customer service and technical aptitude. Professional written and verbal communication skills. Working Conditions, Mental and Physical Demands Typical office environment with adequate lighting, ventilation, and a normal range of temperature and noise levels. Work assignments are varied, requiring interpretation, comprehension, and application of complex materials and data. Some physical effort required, which may involve standing, walking, bending, reaching, stretching, and lifting or moving items up to 50 lbs. Moderate dexterity for regular use of calculators, keyboards, hand tools, and eye/hand coordination.

The above statements describe the general nature and level of work performed by those assigned to this job. They are not an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with this job.