Job Title
Workplace Experience DirectorJob Description Summary
- Must be on-site 5 days a week -Job Description
¡ Provide leadership and oversight for the Workplace Experience team, including day-to-day people management for Experience Leaders across the global portfolio. Serve as an escalation point and ensure delivery expectations are met.
¡ Partner with cross-functional teams (Facilities Management, Janitorial, Design, Space & Occupancy Planning, Workplace Strategy, Communications) to design and implement client-specific initiatives that elevate the employee workplace experience.
¡ Oversee hospitality training programs to ensure service teams greet employees and visitors with professionalism, courtesy, and a âbias to action.â
¡ Develop and implement Workplace Experience guidelines, standards, and best practices to create a seamless, frictionless, people-ready workplace.
¡ Continuously assess service delivery, identifying innovative solutions to enhance efficiency and improve the employee experience.
¡ Collaborate to gather and analyze Voice of the Customer data (quantitative and qualitative) and share insights with leadership and partner teams.
¡ Build and execute shortâ and longâterm operational plans that drive continuous improvement and measurable outcomes.
¡ Provide âwhite gloveâ service to executives and key stakeholders, ensuring prompt resolution of requests or issues. Be available to fill service gaps where needed.
¡ Communicate program goals, vision, and impact through compelling storytelling, data, and business cases.
¡ Create a repository of high touch, building-level initiatives designed to foster community and meaningful connections among occupants.
¡ Achieve and report on all Workplace Experience and customer satisfaction KPIs.
Key Competencies
¡ Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
¡ Experience and knowledge of hotel, retail, or office operations
¡ Exceptional communication skills, including comfort engaging with executive-level clients
¡ High emotional intelligence, empathy, and relationship-building capability
¡ Detail orientation; proactive and self-directed
¡ Ability to act with limited information while maintaining a positive, âcanâdoâ mindset
¡ Integrity, accountability, and strong business acumen
¡ Professional and approachable presence in appearance and demeanor
Required Education
¡ Bachelorâs degree from a four-year college or university
Required Experience
¡ 10+ years of experience in real estate services, hospitality, retail, or change management
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