Senior Site Manager
hace 5 días
Waco
Accountable for daily operations of a medium to large team that may include a complex site and/or multiple sites. Ensures contract compliance for services including (but not limited to): Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services through SLA results and client feedback. Responsible for selecting and assessing talent, recruiting, hiring, onboarding, training & development, employee retention, succession planning, and performance management (including employee counseling). Job Duties and Responsibilities • Responsible for managing daily operations of a medium–large size site while overseeing a medium–large team of direct reports., • Prioritizes complex projects while effectively managing multiple and competing priorities., • Fosters an inclusive and high-performing team environment in which SLA objectives are met., • Expert knowledge of Ricoh’s products and offerings; consistently consults and provides insights into strategic and tactical issues by seeking input from counterparts in other business units., • Improves quality of operations by applying effective implementation and management of RICOH Service Excellence tools., • Responsible for staffing and performance management of assigned site personnel and Field Service Representative staff., • Creates and maintains a customer-focused environment through end-user feedback and customer satisfaction surveys, with active Commitment Action Documents., • Ensures operational quality by supporting achievement of goals in audit and deadline standards using tools and best practices., • Ensures proper staffing through effective use of internal recruiting and selection processes., • Motivates employees and recognizes achievements using Ricoh recognition programs., • Identifies and recommends high performers for succession planning. Responsible for retention, performance management, and employee counseling., • Identifies training needs and performance development opportunities through Individual Development Plans, succession planning, and mentorship., • Focuses on business retention, customer service, high-performing teams, and profitable growth., • Supports, leads, and manages teams through all phases of Change Management., • Understands complex processes, identifies improvements, conducts root-cause analysis, and resolves issues to ensure optimal customer satisfaction., • Identifies gaps or scope creep in service delivery and adjusts process documentation within client or Ricoh frameworks, with AOM/ESM/NOM support., • Facilitates resolution of pricing, orders-in, and invoicing issues through coordination with the sales department., • Maintains formal contact with the customer daily in MS and as needed in BIS., • Clearly communicates job expectations by training, cross-training, coaching, counseling, directing, and evaluating staff to improve work output and quality., • Acts as a consultant to customers to improve business processes through workflow enhancements and appropriate services., • Collaborates with leaders, team members, and internal/external customers to implement solutions or initiatives., • Suggests, develops, and implements process improvements that increase quality or productivity., • Completes Monthly Operations Reviews, site reports, and required paperwork., • Supports QSMs., • Creates and conducts required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-added reporting., • Performs other duties as assigned. Qualifications (Education, Experience, Certifications) Typically Requires: • High school diploma or GED., • 5+ years of related work experience (B2B and/or technical)., • 2+ years of managerial experience strongly preferred., • 5+ years of customer-facing experience required., • Demonstrated high-level understanding of technology., • Proficient user of MS Office 360. Knowledge, Skills, and Abilities: • Strategic facilitator of complex issues., • Ability to present to large groups., • Complex problem-solving skills., • Demonstrates managerial courage., • Expert customer service skills., • Strong technical aptitude., • Excellent written and verbal communication skills. Working Conditions, Mental and Physical Demands: • Typically an office environment with adequate lighting, ventilation, and normal temperature and noise levels., • Work assignments are diversified; requires interpreting and applying complex material, data, and instructions, and preparing and conveying varied information., • Some physical effort required, including standing, walking, bending, reaching, stretching, climbing, or lifting/moving items up to 50 lbs., • Moderate dexterity—regular use of basic tools (keyboard, calculators, hand tools) and eye/hand coordination.