Director of Operations

Rapport is a specialized division of FLIK Hospitality Group focused on all aspects of guest and employee services, meeting and event planning, and conference center management. Our commitment is to foster long-term career development, allowing ambassadors to enjoy comprehensive benefits and direct employment. Rapport invests in training and development programs to help employees attain their career aspirations.

About the role

The Director of Operations – North America Workplace Experience & Hospitality will lead the North America Rapport portfolio of 100+ associates, overseeing Welcome & Reception, Meeting & Events, Workplace Ambassadors, and Front-of-House Workplace Services across the client portfolio. This role serves as a strategic operational partner and single point of contact for client leadership, translating the client’s hospitality vision and business objectives into exceptional workplace experiences. The position requires approximately 90% in-office presence to ensure strong visibility, leadership, and connection to the workplace experience, with travel to other office locations as needed.

Responsibilities

• Serve as a trusted strategic partner and single point of contact for client Senior Leadership, ensuring workplace experience programs align with business priorities, culture, and workplace strategy.
• Translate the client’s hospitality vision into innovative, industry-informed workplace experiences that elevate the employee, guest, and executive journey.
• Bring forward relevant hospitality trends, benchmarks, and best practices to continuously improve the client experience.
• Serve as the senior escalation point for the client, ensuring issues are quickly assessed, solutions are developed, and remedies are effectively communicated and executed.
• Build strong relationships with key client stakeholders and provide proactive communication regarding performance, risks, disruptions, impacts, and solutions.
• Provide operational oversight of Welcome Hosts, Meeting & Events, Workplace Ambassadors, and Front-of-House services across North America.
• Ensure a consistent and elevated experience across the full workplace journey, including arrival, reception, meetings, events, on-floor engagement, and departure.
• Ensure service delivery reflects both the client’s expectations and Rapport’s commitment to genuine, high-touch hospitality.
• Partner with Facilities, Real Estate, Food Services, IT, Communications, and other workplace partners to deliver a cohesive and seamless experience.
• Continuously identify opportunities to remove friction, improve service delivery, and create meaningful experiences for employees, guests, and clients.
• Lead operational performance across the North American portfolio, ensuring service standards, contractual commitments, and business expectations are consistently met.
• Establish and maintain business reporting and performance rhythms, providing leadership with clear visibility into operational performance, customer insights, trends, financials, and opportunities.
• Use customer feedback, Impressions program, operational data, and workplace trends to identify opportunities and drive informed business decisions.
• Establish and monitor relevant KPIs related to service delivery, customer satisfaction, operational performance, and continuous improvement.
• Lead change and transformation initiatives that improve service models, operational efficiency, and the overall workplace experience.

Pay

Salary: $145,000-$165,000 with a 20% bonus.

Benefits

• Medical, Dental, and Vision Insurance
• Life Insurance / AD&D
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws.