Job Description

Senior Site Manager – MS Site Management

Position Profile
Responsible for the daily operations of a medium to large team, potentially across multiple or complex sites. Ensures compliance with contracted services such as Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services. Oversees service delivery through SLA results and client feedback. Manages talent acquisition, onboarding, training, performance management, and employee retention.

Key Responsibilities:

• Manage daily operations of a medium to large site and team.
• Prioritize complex projects and manage competing priorities.
• Foster an inclusive, high-performing team environment aligned with SLA objectives.
• Demonstrate expert knowledge of Ricoh’s products and services.
• Apply Ricoh Service Excellence tools to improve operational quality.
• Oversee staffing, performance management, and development of site personnel.
• Maintain a customer-focused environment with regular feedback and satisfaction surveys.
• Ensure compliance with audit standards and deadlines.
• Promote effective recruiting and hiring practices.
• Recognize employee achievements using Ricoh Recognition programs.
• Identify and develop high-potential employees for succession planning.
• Support staff development through Individual Development Plans and mentorship.
• Lead teams through all phases of change management.
• Conduct root cause analysis and resolve service delivery issues.
• Collaborate with internal teams to resolve pricing, ordering, and invoicing issues.
• Maintain daily customer contact and manage expectations.
• Train, coach, and evaluate team members to enhance performance.
• Act as a consultant to improve customer business processes.
• Implement process improvements to boost quality and productivity.
• Complete Monthly Operations Reviews and required reporting.
• Support Quality Service Managers (QSMs).
• Prepare and deliver customer presentations and business reviews.
• Perform other duties as assigned.

Qualifications:

• High school diploma or GED required.
• 5+ years of relevant work experience (B2B and/or technical).
• 2+ years of managerial experience preferred.
• 5+ years of customer-facing experience required.
• Strong technical knowledge and proficiency in Microsoft Office 360.

Knowledge, Skills, and Abilities:

• Strategic problem-solving and facilitation.
• Strong presentation skills.
• Excellent written and verbal communication.
• Demonstrated managerial courage and customer service expertise.
• High technical aptitude.

Working Conditions & Physical Demands:

• Office environment with standard lighting, ventilation, and noise levels.
• Requires interpretation and application of complex data and instructions.
• Physical activity may include standing, walking, bending, lifting (up to 50 lbs).
• Regular use of tools and equipment requiring moderate dexterity.

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.

Mission and Vision At Ricoh, we empower individuals to find Fulfillment Through Work by understanding and transforming how people work so we can unleash their potential and creativity to realize a sustainable future. We're empowering digital workplaces, connecting people to information fast and conveniently - and improving communication, efficiency and creativity.

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