Workplace Experience Director

About the role

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it, we transform ideas into impact by bringing together data, science, technology and human ingenuity to deliver better outcomes for all. Here you'll work side-by-side with a powerful collective of thinkers and experts shaping life-changing solutions for patients, caregivers and consumers, worldwide. ZSers drive impact by bringing a client-first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning, bold ideas, courage and passion to drive life-changing impact to ZS.

The Workplace Experience Director leads a broader workplace experience function across multiple offices, locations, or service areas, with responsibility for service delivery, manager effectiveness, team capacity, vendor performance, and operational consistency. The role drives alignment in workplace standards and service practices across locations, strengthens leadership across workplace teams, and owns cross-office workplace standards, vendor governance, and service continuity to ensure a consistent workplace experience.

Responsibilities

• Drive workplace experience delivery across multiple offices, locations, or service areas to ensure consistent execution of workplace services and alignment to operational priorities
• Manage and develop manager-level and senior workplace talent, including coaching, performance management, and development planning
• Oversee staffing capacity, workload allocation, and service coverage across workplace teams to maintain service levels and operational responsiveness
• Reinforce and elevate workplace service standards, operating practices, and employee experience expectations across the broader function
• Partner with senior stakeholders to align workplace services strategy, office operations, and employee experience priorities to business needs
• Drive cross-location coordination to address escalated workplace issues, service disruptions, or stakeholder concerns with broader operational impact
• Own vendor governance across locations – performance reviews, SLA adherence, renewal recommendations, risk management
• Oversee higher-complexity vendor relationships and service delivery issues across locations, ensuring alignment to service expectations and operational needs
• Drive implementation of process improvements, standardization efforts, and operational enhancements across workplace teams and locations
• Guide managers in handling day-to-day team leadership, employee development, performance discussions, and workforce planning
• Establish consistent approaches to onboarding, training, and capability building across workplace experience teams
• Represent the workplace experience