Hospitality/Office Services Site Manager

Epiq - Boston, MA

Full-time - Mid Level

Boston, MA

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Site Manager is responsible for overseeing the daily operations and ensuring exceptional client service at one of our on-site support services centers or client sites. This role involves acting as the principal liaison between EPIQ, the client's administration, and the site employees, ensuring that all parties are aligned and informed. The Site Manager is tasked with providing excellent client white glove customer service to all end-users at the site, which is crucial for maintaining strong client relationships and satisfaction. In addition to client interaction, the Site Manager provides onsite leadership with the Epiq team, encouraging staff development and fostering a positive work environment. This includes continuously looking for opportunities to increase the efficiency of on-site operations and seeking ways to enhance capabilities, making recommendations to key contacts as necessary. The Site Manager must demonstrate proficiency in explaining all products, services, turnaround times, delivery schedules, and guarantees to the client, ensuring that all expectations are met. Recruitment and personnel management are also key responsibilities of the Site Manager. This includes recruiting and interviewing potential EPIQ candidates for available positions at the site, hiring, training, managing, and evaluating all personnel assigned to the site. The Site Manager is responsible for scheduling personnel to ensure compliance with performance standards and ensuring that contracted hours of operation are covered without incurring overtime. Additionally, the Site Manager compiles, collects, and reports all necessary data to provide the client with monthly management reports, showcasing the effectiveness and efficiency of the operations. The role requires a high ethical standard, integrity, work ethic, and loyalty, as the Site Manager coordinates with vendors and team members to execute hospitality events, further enhancing the client experience.

Responsibilities

• Oversee daily operations at the on-site support services center or client site.
• Serve as the principal liaison between EPIQ, the client's administration, and site employees.
• Provide excellent client white glove customer service to all end-users at the site.
• Provide onsite leadership with the Epiq team and encourage staff development.
• Continuously seek opportunities to increase the efficiency of on-site operations.
• Make recommendations to key contacts to enhance capabilities.
• Explain all products, services, turnaround times, delivery schedules, and guarantees to the client.
• Recruit and interview potential EPIQ candidates for available positions at the site.
• Hire, train, manage, and evaluate all personnel assigned to the site.
• Schedule personnel to ensure compliance with performance standards and coverage of contracted hours without incurring overtime.
• Compile, collect, and report data necessary for monthly management reports to the client.
• Display high ethical standards, integrity, work ethic, and loyalty.
• Coordinate with vendors and team members to execute hospitality events.

Requirements

• High School Diploma or equivalent; Associate Degree preferred.
• Previous management experience in a client service oriented field, preferably mail/copy/production.
• Detail oriented with good verbal and written communication skills, with the ability to resolve complaints.
• Strong initiative required; ability to work independently with minimal direct supervision.
• Working knowledge of Microsoft products such as MS Word, Excel, and Outlook.
• Ability to walk, bend, kneel, stand or sit for an extended period of time.

Benefits

• Annual bonus eligibility based on performance.
• Competitive salary range of 60,936.00 - 86,169.50 USD.