Manager, Site Operations

POSITION PROFILE

The Manager, Site Operations, is responsible for managing and executing operations onsite for a large and/or complex account team, which may include a single location or multiple locations. This role ensures consistent performance and service excellence of managed service operations within the assigned account. Key responsibilities include maintaining operational strategy, ensuring contractual compliance, supporting account expansion/renewals, and focusing on employee selection, development, succession planning, customer experience, and meeting profit objectives. This position is a vital part of the Operations team.

Job Duties And Responsibilities

• Promotes effective use of internal recruiting and selection process to attract and hire talent.
• Identify employee training and development expectations through formal competency assessments and Ricoh training offerings to achieve proficiency.
• Arrange assignments, training and other experiences to build team members’ learning, development and job satisfaction.
• Direct management of Managed Services employees within assigned account and/or location.
• Prioritizes complex projects while effectively managing multiple and competing priorities.
• Identify gaps/scope creep in service delivery and adjust process documentation to work within the client or Ricoh framework in conjunction with Director or Advisory Services Roles
• Establishes operational goals, clarifies roles and responsibilities and holds work group members (Internal/External) accountable.
• Collaborate with and support other leaders, team members, and internal or external customers to implement a solution or initiative.
• Continually monitor, evaluate and recognize employee excellence leveraging the Ricoh Recognizes program.
• Confronts performance issues and collaboratively establishes steps for improvement including managerial courage to act and make necessary decisions
• Works in conjunction with Director or Advisory Services Roles to set expectations and empowers others to solve problems and facilitates discussions that generate creative solutions and removes obstacles to necessary process changes.
• Responsible for succession planning through the development of promotable candidates.
• Takes an active role in the on-boarding and development plan of resources.
• Identify gaps in service delivery and adjust process documentation to work within the client or Ricoh framework
• Ensure that all MS initiatives are executed in a timely manner and in alignment with quality requirements by utilizing program tools and best practices
• Knowledgeable of and ability to navigate Ricoh internal structure and facilitates cadence for internal communications as required
• Conduct account certifications to inspect service delivery standards and drive continuous improvement
• Assist in the installation of new or expanding sites within the assigned account/location, specifically focusing on the validation of procedural/operational aspects
• Engagement with Ricoh’s on-boarding support processes (order management, billing, tech services, professional services) in relation to contractual service and customer satisfaction.
• Capture and supply data for reporting based on customer requirements.
• Able to support, lead and manage team through all phases of Change Management within the assigned account/location
• Creates and maintains a customer-focused environment with regular end-user feedback
• Is responsible for customer satisfaction by actively inspecting on-site service activities. .
• Works in conjunction with Director or Advisory Services Roles to collaborate with BRM on customer escalations, root cause analysis, and issue resolutions to ensure optimal customer satisfaction
• Is responsible for providing the data for site required reporting, customer presentations and business reviews to ensure alignment with contractual requirements and value add reporting
• Responsible for effective implementation and management of RICOH Service Excellence
• Ensures quality and productivity standards are being met by On-Site Managers including inspection of area SOP guide, document procedures for the on- site services
• Maintains knowledge of services and solutions.
• Participates and validates new opportunities within assigned account to bring resources and tools to assure execution in a timely fashion
• Ensures profitability of the assigned account down to individual site locations and assists leadership with actions to achieve financial goals
• Responsible for accurate and timely billing submission and P&L performance
• May require knowledge and ability to design retail operations, CER/Proforma, and retail pricing to achieve desired profit goals including labor, PS solutions and associated hardware
• May require client Brand Management conformance, marketing activities and cash/credit administration related to retail operations
• Regular inspection of account receivable status in collaboration with Shared Services
• Coordinates month-end closing and other necessary accounting functions.
• Performs other duties as assigned
  
  

QUALIFICATIONS (Education, Experience And Certifications)

• College degree is preferred.
• Requires successful completion of all Site Manager Level training (internal candidates).
• Requires valid driver’s license and minimum levels of auto insurance coverage per Ricoh policy.
• Requires 5-7 years of complex multi-site operations management experience with direct client contact in a professional business setting, preferably in facilities management or related outsourcing industry.
  
  

Knowledge, Skills And Abilities

• Strong team approach to business with a successful track record in motivating and managing staff.
• Efficient time management and organizational skills.
• Strong technical knowledge of the specific industry or field.
• Good customer service, presentation, and communication skills.
• Proficiency in using a PC and relevant software.
  
  

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Onsite office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction – prepare, provide and convey diversified information.
• Work does require walking, standing, bending, reaching, lifting, or carrying objects that could weigh up to 50 lbs. (e.g., papers, books, files and small parts, etc.).
• Moderate dexterity – regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination.
• Overnight travel could be required.
  
  

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.