The Senior Site Manager is accountable for the daily operations of a medium-to-large team supporting a complex site and/or multiple client sites. This role ensures contractual compliance across a variety of managed services, including but not limited to:
- Copy Services
- Courier Services
- Managed Print Services
- Hospitality Services
- Imaging Services
- Mail Services
Success is measured through SLA performance, operational excellence, and client satisfaction. The Senior Site Manager is responsible for talent acquisition, onboarding, employee development, retention, succession planning, and performance management, including coaching and employee counseling.
Key Responsibilities Operations Management- Manage the daily operations of a medium-to-large site while leading a medium-to-large team of direct reports.
- Prioritize complex projects and effectively balance multiple competing priorities.
- Foster an inclusive, high-performing team environment that consistently achieves SLA objectives.
- Demonstrate expert knowledge of Ricoh products, services, and solutions while providing strategic and tactical guidance.
- Continuously improve operational quality through the implementation and management of Ricoh Service Excellence tools.
- Ensure operational goals, audit standards, compliance requirements, and service deadlines are consistently met.
- Conduct root cause analysis and implement corrective actions to improve operational effectiveness and customer satisfaction.
- Identify service delivery gaps or scope changes and update process documentation in collaboration with AOMs, ESMs, or NOMs.
- Complete Monthly Operations Reviews, site reporting, and other required documentation.
- Maintain regular communication with customers and serve as a trusted advisor for operational improvements.
- Create and sustain a customer-focused environment through end-user feedback, customer satisfaction surveys, and Commitment Action Plans.
- Act as a consultant to clients by recommending workflow enhancements and service improvements.
- Facilitate the resolution of pricing, order processing, and invoicing issues through collaboration with sales and other internal stakeholders.
- Prepare and deliver customer presentations, business reviews, and value-added reporting aligned with contractual requirements.
- Lead staffing efforts, including recruiting, hiring, onboarding, and workforce planning.
- Ensure proper staffing levels through effective recruitment and talent selection processes.
- Motivate and recognize employee achievements through Ricoh recognition programs.
- Manage performance through coaching, counseling, training, evaluation, and development planning.
- Identify high-potential employees and support succession planning initiatives.
- Develop team members through Individual Development Plans (IDPs), mentorship, and targeted training opportunities.
- Support and lead teams through all phases of organizational change management.
- Oversee assigned site personnel and Field Service Representatives.
- Collaborate with internal and external stakeholders to implement operational solutions and business initiatives.
- Recommend, develop, and implement process improvements that enhance productivity, quality, and customer satisfaction.
- Support Quality Site Managers (QSMs) and other operational leadership initiatives.
- Perform additional duties as assigned.
- High School Diploma or GED required.
- Bachelor's degree preferred.
- Minimum of 5 years of experience in a related business-to-business (B2B) and/or technical environment.
- Minimum of 5 years of customer-facing experience required.
- At least 2 years of people leadership or management experience strongly preferred.
- Demonstrated understanding of technology and business operations.
- Proficiency in Microsoft Office 365 applications.
- Strong strategic thinking and facilitation skills.
- Ability to effectively present information to large audiences.
- Advanced problem-solving and analytical capabilities.
- Demonstrated managerial courage and sound decision-making skills.
- Exceptional customer service orientation.
- Strong technical aptitude and business acumen.
- Excellent written, verbal, and interpersonal communication skills.
- Proven ability to lead teams through change and continuous improvement initiatives.
- Strong organizational and project management skills.
- Primarily office-based environment with standard lighting, ventilation, temperature, and noise levels.
- Regularly required to interpret, analyze, and apply complex information, data, and instructions.
- Ability to prepare, communicate, and present diverse information to various audiences.
- Physical requirements may include prolonged standing, walking, bending, reaching, stretching, and occasional climbing.
- Ability to lift or move items weighing up to 50 pounds.
- Moderate manual dexterity required for frequent use of computers, keyboards, calculators, and other office equipment.
- Requires effective hand-eye coordination and the use of basic hand tools when necessary.
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.
Come Create at Ricoh:
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in Yourself:
At Ricoh, you can:
- Choose from a broad selection of medical, dental, life, and disability insurance options.
- Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
- Augment your education with team member tuition assistance programs.
- Enjoy paid vacation time and paid holidays annually
- Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
Skills Required
- High school diploma or GED
- 5+ years work experience in a related field (B2B and/or technical)
- Previous 2 years of managerial work experience
- Previous 5 years customer-facing work experience
- Demonstrated high level knowledge and understanding of technology
- Off 360 proficient user
Ricoh USA, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ricoh USA, Inc. and has not been reviewed or approved by Ricoh USA, Inc..
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Healthcare Strength — The company offers comprehensive medical, dental, and vision plans with configurable options, plus disability, life insurance, and an EAP. Feedback suggests coverage breadth is solid, with some noting low copays in certain plans.
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Retirement Support — A 401(k) with company match is available starting on day one. Feedback suggests the program is competitive in scope even if the match level is viewed as only average by some.
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Flexible Benefits — A configurable benefits marketplace with options like pet insurance, employee discounts, tuition reimbursement, and the ability to purchase extra vacation days offers choice. Feedback suggests flexibility and add‑ons help round out total rewards even when base pay feels light.
Ricoh USA, Inc. Insights
What We Do
Ricoh USA is an information management and digital services company connecting technology, processes, and people. As part of a global leader, we create competitive advantage for over 1.4 million businesses and solve problems for companies large and small. Every day our more than 90,000 global employees serve a vast array of industries designing and optimizing end-to-end business solutions. At the forefront of innovation, we use a wide range of systems, platforms, and image technology to make data accessible to people faster and with more insight than ever before.
