Site Operations Manager

Site Operations Manager
Pittsburgh PA (Onsite)
12Month Contract

Lead daily operations for a 3-person team at the largest office within a 13-location legal services account. Responsible for team leadership customer success SLA performance service quality staffing employee development and multi-site operational support. Serve as the designated successor and operational right-hand to the Senior Services Operations Manager.

• Manage daily operations of a medium-to-large site and support multiple locations as needed.
• Lead coach train cross-train mentor and develop employees while managing performance retention counseling succession planning and recognition.
• Recruit interview onboard and retain staff using effective staffing and selection processes.
• Oversee contracted office services including copy courier managed print hospitality imaging digital mail scanning records management production print and mail services.
• Ensure contract compliance SLA performance audit and deadline standards service quality productivity and customer satisfaction.
• Maintain a customer-focused environment through regular customer communication end-user feedback satisfaction surveys and commitment action plans.
• Build and maintain strong relationships with office leadership customers and key stakeholders.
• Act as a consultant to customers by identifying workflow enhancements and appropriate service solutions.
• Prioritize complex projects and multiple competing priorities while resolving operational escalations and issues.
• Analyze complex processes perform root cause analysis identify gaps and scope creep and implement effective resolutions.
• Develop document and improve processes to increase quality productivity operational effectiveness and customer satisfaction.
• Lead and support teams through all phases of change management.
• Provide operational leadership and remote support across multiple sites including single-person and small remote locations.
• Serve as the primary backup and operational support to the Senior Services Operations Manager.
• Support staffing and performance management for assigned site personnel and Field Service Representative staff.
• Identify training and performance goals through Individual Development Plans mentorship and succession planning.
• Identify and recommend high-performing employees for succession opportunities.
• Maintain expert knowledge of products services and operational offerings and provide strategic and tactical recommendations.
• Identify service delivery gaps and adjust process documentation within client or operational requirements.
• Coordinate with sales regarding pricing orders invoicing and related customer issues.
• Prepare and complete Monthly Operations Reviews site reports operational reports customer presentations business reviews and other required documentation.
• Present operational metrics and value-added reporting to ensure alignment with contractual requirements.
• Collaborate with leaders team members and internal and external customers to implement solutions and initiatives.
• Support QSMs and other operational leadership requirements.
• Perform other duties as assigned.

• 5 years of operations office services facilities workplace or managed services leadership experience.
• Previous managerial experience strongly preferred with demonstrated experience leading teams.
• 5 years of customer-facing experience.
• Experience with coaching counseling performance management training employee development retention and succession planning.
• Experience supporting multiple locations remote teams geographically dispersed employees or multi-site accounts.
• Experience managing SLA-driven service delivery with accountability for metrics reporting compliance and customer satisfaction.
• Experience overseeing high-volume operational workflows such as digital mail scanning print production records management mail services imaging or similar business support functions.
• Strong customer relationship management skills and ability to build trust with office leadership and key stakeholders.
• Advanced Microsoft Office skills including Excel Outlook Teams and PowerPoint.
• Strong analytical organizational decision-making complex problem-solving and project management skills.
• Excellent written and verbal communication skills with executive-level professionalism.
• Ability to manage multiple priorities complex projects competing demands and escalations in a fast-paced environment.
• Experience preparing and presenting monthly operational metrics business reviews customer presentations and performance reports.
• Strong technical aptitude and high-level knowledge and understanding of technology.
• Expert customer service written and verbal communication and technical aptitude skills.
• Ability to facilitate complex issues and present information to large groups.
• Demonstrated managerial courage and ability to make sound decisions independently.
• High school diploma or GED required.
• Legal professional services financial services healthcare or corporate headquarters experience preferred.
• Experience supporting digital mailroom production print scanning and customer-facing services for 100 employees preferred.
• Experience supporting single-person and small remote site operations preferred.
• Experience with Ricoh Canon ISS Sodexo Aramark Iron Mountain Williams Lea Epiq or similar managed services organizations preferred.
• Ability to work Monday through Friday generally 8:30 AM5:30 PM with flexibility to adjust hours between the sites 7:30 AM6:00 PM operating window based on business needs.
• No driving required.
• Business casual dress.
• Ability to work in an office environment and perform physical activities including standing walking bending reaching stretching climbing and lifting or moving items up to 50 lbs.
• Moderate dexterity and regular use of a keyboard calculator hand tools and eye-hand coordination.