Site Operations Lead — Managed Services

Ricoh; Bethesda (MD); On-site; USD 100,000 - 140,000; Full time

Job summary

Ricoh seeks a Senior Site Manager to lead daily operations at a large Bethesda site, directing a sizable team and ensuring contract compliance across services. The role focuses on delivering SLA objectives and sustaining client satisfaction through strong process discipline and team leadership.

You will drive improvements using Ricoh Service Excellence tools, coordinate with corporate units, and mentor staff through change while upholding audits and performance standards.

Qualifications

• High School Diploma or GED required.
• 5+ years of experience in a related field (B2B and/or technical environment).
• 5+ years of customer-facing experience.
• Demonstrated high-level knowledge and understanding of technology.

Responsibilities

• Manage daily operations of a medium to large site while leading a medium to large team of direct reports.
• Prioritize complex projects while effectively managing multiple competing priorities.
• Foster an inclusive, high-performing team environment where SLA objectives are consistently met.
• Demonstrate expert knowledge of Ricoh products and service offerings.
• Provide strategic and tactical insights by collaborating with counterparts across business units.
• Improve operational quality through effective implementation and management of Ricoh Service Excellence tools.
• Ensure quality operations by achieving established audit, deadline, and compliance standards.
• Focus on business retention, customer satisfaction, team performance, and profitable growth.
• Support, lead, and manage teams through all phases of change management.
• Analyze complex processes, identify opportunities for operational improvements, conduct root cause analysis, and implement resolutions.
• Identify service delivery gaps or scope creep and adjust process documentation within client and Ricoh frameworks.
• Suggest, develop, and implement process improvements that enhance quality and productivity.
• Complete Monthly Operations Reviews, site reports, and other required documentation.
• Support Quality Site Managers (QSMs) as needed.

Skills

Customer-facing

Strategic facilitation

Presentation skills

Problem solving

Education

High School Diploma or GED

Tools

Office 365

Job description

Ricoh seeks a Senior Site Manager to lead daily operations at a large Bethesda site, directing a sizable team and ensuring contract compliance across services. The role focuses on delivering SLA objectives and sustaining client satisfaction through strong process discipline and team leadership.

You will drive improvements using Ricoh Service Excellence tools, coordinate with corporate units, and mentor staff through change while upholding audits and performance standards.