Workplace Experience Team Lead

Location: Andover, MA

The Workplace Experience Team Lead will play a pivotal role in overseeing and optimizing workplace experiences at the site while supporting the Workplace team across the organization.

Site Responsibilities:

• Act as the lead onsite point of contact for client employee inquiries, issue resolution, troubleshooting, and feedback regarding workplace services, with a focus on enhancing the well-being of client employees and guests.

• Supervise day-to-day operations/duties of the Workplace Experience Ambassadors on team.

• Maintain client's workplace of the future environment, while cultivating a culture that aligns with client's company values and brand.

• Collaborate with the SMEs to maintain a consistently welcoming and functional Innovation Hub and Customer Briefing Center, ensuring it is always prepared to host customer visits.

• Act as a role model for safety and security procedures.

• Prioritize experience and services for employees and guests.

• Coordinate site resources, activities, events, and communications.

• Maintain and coordinate the site calendar of events.

• Identify opportunities to enhance the workplace experience and create initiatives to streamline processes for client employees.

• Support data collection, analysis, and reporting to align with the client's objectives.

• Liaise with local leaders, vendors, and facility management to ensure seamless office operations.

• In collaboration with facility management, confirm compliance with global and regional sustainability objectives.

• Collaborate with facility management and IT to monitor and maintain facility operation systems such as AV, HVAC, security cameras, badge system, reservation system and digital signage.

• Conduct routine walkthroughs and assessments of the soft services delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the client.

Lead Responsibilities:

• Support transformation to the Workplace team of the future.

• Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and onsite vendors.

• Collaborate with HR to proactively manage any performance issues among the team.

• Ensure the team acts in a highly proactive, responsive, dynamic, and agile manner, supporting the goals of the client.

• Support continuous improvement of the Workplace Experience team by contributing to program and process development and deployment.

• Pro-actively develop and manage client relationships, ensuring that expected service levels are achieved.

• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators.

• Deliver an exceptional quality of service to the client, as reflected by client feedback.

• Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success.

• Proactively manage the team to deliver surprises and delights.

Qualifications:

• Bachelor's degree in hospitality or another related field

• Minimum 3-5 years relevant work experience required in similar roles

• Excellent verbal and written communication skills

• Proficient in Microsoft Office programs including but not limited to Word, Excel, PowerPoint, and Outlook

• Strong analytical, organization and administration skills

• Demonstrated ability to provide a high level of customer satisfaction

• Strong interpersonal skills

• Possess strong attention to detail, with an ability to work in a fast-paced environment

• Good judgment in confidential situations and proven experience interacting with senior management