Site Manager

POSITION PROFILE

Accountable for daily operations of a small to medium site and manages a small team. Oversees contracted services, including, but not limited to: copy services, courier services, managed print services, hospitality, imaging, and mail services. Responsible for assessing talent, 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-sized site while leading a small team of direct reports. Prioritize multiple and competing priorities, communicating team vision and creating a positive work culture to maximize retention. Demonstrate working knowledge of Ricoh products and offerings by efficiently using existing products/processes or providing alternatives. Manage total production labor percentages to achieve established production and quality control labor targets. Improve the quality of operations by effectively implementing and managing Ricoh Service Excellence tools. Ensure achievement of Service Level Agreements; work with the customer to improve business processes with support from AOM/ESM or NOM. Create and maintain a customer-focused environment, utilizing regular feedback and customer satisfaction surveys. Ensure operational quality by achieving goals in audit and deadline standards and compliance, using best practices. Properly staff the location by matching employee skills and equipment with production demands. Motivate employees and recognize their accomplishments promptly through the Ricoh Recognizes programs. Clearly communicate job expectations and consequences, providing training, coaching, and performance evaluations to enhance work output and quality. Identify training and performance planning targets through the development of assigned staff via Individual Development Plans. Evaluate team member performance and provide career development and training opportunities. Maintain formal contact with the customer daily and possess an in-depth understanding of client requirements with support from AOM/ESM or NOM. Identify gaps or scope creep in service delivery and adjust process documentation while ensuring financial responsibilities are met. Facilitate resolution of issues related to pricing, orders, and invoicing through communication with the sales department. Create and support site-required reporting, customer presentations, and business reviews to align with contractual requirements, with support from AOM/ESM or NOM. Perform other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

Typically Requires:

High school diploma or GED. 3-5 years of work experience in a related field (B2B and/or technical). Previous 2 years of managerial work experience strongly preferred. 3-5 years of customer-facing work experience required. Demonstrated high-level knowledge and understanding of technology. Proficient user of Office 360.

KNOWLEDGE, SKILLS, AND ABILITIES

Strategic thought processing for issue resolution. Ability to present to a medium-sized group. Complex problem-solving skills. Professional customer service skills. Technical aptitude. Excellent written and verbal communication skills.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise levels. Work assignments are diversified; interpret, comprehend, and apply complex material, data, and instructions. Some physical effort is required, including long periods of standing, walking, bending, reaching, stretching, climbing, or similar activities, as well as lifting or moving items weighing up to 50 lbs. Moderate dexterity is required, with regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).