Director, ECM Solutions

Site Director – Roles and Responsibilities

Primary Role

The Site Director is responsible for the overall leadership, performance, and operational success of the scanning facility. This individual serves as the direct link between the site and executive leadership, ensuring that all departments (prepping, scanning, indexing, and quality control) operate efficiently and cohesively under clear leadership. The Site Director oversees the Digital Manager and the Digital Supervisor, ensuring both are aligned with site goals, customer expectations, and financial performance targets. This role requires strategic oversight, strong leadership, and a hands-on approach to managing people, processes, and performance.

Key Responsibilities

Operational Leadership

• Lead all departments at the site, including Prepping, Scanning, Indexing, Quality Control, and Warehouse functions.
• Directly oversee the Digital Manager and the Digital Supervisor, ensuring they clearly understand their roles and meet performance expectations.
• Ensure both managers work together to maintain a seamless workflow from work receipt to delivery.
• Ensure all employees understand their roles, goals, and how their performance ties into site and company success.
• Drive accountability across all levels of the site.

Customer and Contract Management

• Serve as the primary customer contact for escalations, service failures, and major updates.
• Ensure customer expectations are clearly communicated to department managers and leads.
• Maintain complete knowledge of all customer contracts, including pricing, SLAs, and specific work instructions.
• Track contract renewal dates and work with Sales and Executive Leadership to renew or amend agreements as needed.
• Ensure all Change Orders and scope adjustments are documented and communicated to the appropriate teams.

Financial Performance Management

• Own and manage site financial performance, including:
• Revenue vs. Budget
• Revenue per FTE

EBITDA performance

• Work directly with the Digital Manager and the Digital Supervisor to ensure production is aligned with revenue goals.
• Review and approve all billing data before submission to ensure accuracy and maximize revenue capture.
• Identify opportunities to improve profitability through efficiency gains and cost control.

Communication and Reporting

• Serve as the primary liaison between the site and executive leadership.
• Conduct regular check-ins with both the Digital Manager and the Digital Supervisor to review:
• Backlog status
• Equipment issues
• Employee performance
• Customer concerns
• Process improvements
• Provide weekly and monthly updates to executive leadership on:
• Backlog inventory
• Production performance
• Weekly revenue report
• Staffing challenges

Key risks and opportunities

Personnel Management and Development

• Directly manage and develop the Digital Manager and the Digital Supervisor.
• Ensure managers are effectively leading their teams and holding their employees accountable.
• Provide regular coaching and development to managers to improve their leadership and operational skills.
• Partner with HR to address performance issues, disciplinary actions, and staffing needs.
• Foster a positive, accountable, and performance-driven culture across the site.

Inventory and Backlog Control

• Maintain full visibility and accountability for the site’s inventory and backlog.
• Ensure both managers maintain accurate AR and SAR reporting.
• Review backlog aging weekly and push managers to reduce old work while balancing new incoming work.
• Work with managers to prioritize work based on revenue impact, deadlines, and customer needs.

Equipment and Facility Oversight

• Oversee all equipment performance and ensure issues are escalated appropriately.
• Ensure service calls are placed timely and followed through to resolution.
• Review equipment uptime/downtime reports from the Scanning & Indexing Manager.
• Maintain the facility in a clean, organized, and safe condition.

Performance Tracking and Accountability

• Set clear performance expectations for all departments and employees.
• Track performance through a combination of weekly manager reports, floor observation, and direct data analysis.
• Review and validate all KPI reporting provided by the Digital Manager and the Digital Supervisor.
• Address any gaps in performance quickly and directly, working with managers to develop corrective action plans.
• Hold both managers accountable for delivering on their responsibilities.

Key Performance Indicators (KPIs)

• Revenue vs. Budget
• Revenue per FTE
• Site EBITDA
• Backlog aging
• Boxes completed per day/week
• Scanning and indexing productivity rates
• Quality error rates
• Customer satisfaction (escalations, rework rates)
• Employee attendance and turnover

Leadership Expectations

• Lead by example with professionalism, urgency, and problem-solving.
• Build a culture that values accountability, communication, and results.
• Proactively identify and drive process improvements across all departments.
• Foster strong collaboration between the Digital Manager and the Digital Supervisor.
• Serve as the voice of the site to executive leadership, advocating for resources, raising concerns, and celebrating wins.

• Able to demonstrate ability to communicate physical and digital records management best practices.
• Thrives as an independent business leader in a fast paced and constantly changing environment.
• Has strong problem-solving and process management skills.
• Manages day-to-day client interaction, including setting and managing client expectations.
• Demonstrates outstanding project and time management skills
• Can meet critical deadlines, manage team resources, schedules, and ensure consistent documentation of processes.
• Ability to generate an atmosphere of exceptional team synergies, positive energy
• Flexible in dynamic situations. Activities, duties, and responsibilities may change at any time and without notice.

Required Education and Work Experience:

• Bachelor’s Degree or equivalent management experience (5 years) preferred.
• Proven management experience in a fast-paced production environment (5 years management or 8 supervisory experience is required)