WORKPLACE EXPERIENCE MANAGER

Pay

Salary: $80,000 – $85,000 per year. Additional compensation: bonus.

Benefits

• Medical
• Dental
• Vision
• 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
• Additional paid/unpaid time‑off benefits in accordance with applicable federal, state, and local laws

Job Summary

The Workplace Services Lead (WSL) provides the highest levels of client care and service to employees and visitors, maximizing the in‑office experience. Acting as the central point of contact for workplace‑related services, the WSL supports global alignment and consistent service delivery, helping employees navigate day‑to‑day workplace needs with clear guidance, coordinated support, and timely resolution of service requests. In smaller and mid‑sized offices, the role also links local business needs with GCSD, maintaining service standards while adapting to site‑specific requirements through collaboration with internal partners and external vendors.

Key Responsibilities

• Act as the primary onsite workplace corporate services contact for the location.
• Connect business stakeholders with appropriate client services groups and vendor partners.
• Support pantries, catering, conference rooms, shared spaces and general office readiness.
• Identify and escalate issues quickly while driving follow‑through to resolution.
• Help deliver a welcoming, polished and hospitality‑led office experience.
• Provide lighter‑volume community support such as tours, new‑joiner orientation touchpoints and small engagement activities when relevant.
• Develop a strong understanding of the client’s culture, values, and business priorities.
• Build trusted relationships with business leaders, local office stakeholders, and GCSD partners.
• Operate with a hospitality‑first mindset and deliver a highly responsive service experience.
• Proactively identify office issues, service gaps, and improvement opportunities.
• Coordinate across multiple service lines and vendors to resolve issues end‑to‑end.
• Maintain a visible onsite presence and strong awareness of daily office conditions.
• Manage and develop relationships with key business owners within the workplace and ensure operations are aligned with corporate guidelines.
• Effectively communicate with onsite leadership and vendor partners to ensure a 5‑star workplace experience.
• Update SOPs and other workplace documents when required.
• Ensure complete and timely coordination of events while anticipating project needs and prioritizing work.
• Communicate requests to appropriate internal support departments, including:
  • Liaison to IT team to ensure maintenance of AV services
  • Communicating with landlord on facility issues
  • Providing landlord with vendor COIs
  • Managing relationships with facility vendors (HVAC, etc.)
  • Facilitating requests and planning for other BNY Mellon business lines to use the Wellesley facility for client or internal events
• Oversee logistics and support communications for all employee‑engagement activities (e.g., employee appreciation events, holiday parties) and coordinate holiday displays.
• Champion on‑floor sustainability practices to reduce environmental footprint, including recycling programs.
• Maintain a thorough understanding of the firm’s emergency procedures and be prepared to act in the event of fire or other emergencies.
• Follow all safety procedures to ensure a safe working environment.
• Manage HR compliance posters.
• Complete scheduling and payroll.
• Provide tours of the facility for clients or visitors from other BNY Mellon areas.
• Back‑up reception coverage as needed.

Preferred Qualifications

• Passion for delivering Platinum Service and Service Excellence Standard in hospitality.
• Consistently professional approach with strong self‑respect, integrity, and respect for others.
• Ownership mindset, taking responsibility within and beyond one’s job domain.
• Ability to work under pressure, prioritize tasks, and juggle multiple responsibilities while interacting with visitors in a public environment.
• Excellent listening and oral communication skills.
• Basic computer skills and knowledge of office technology/equipment.
• Self‑confidence, willingness to learn, and comfort with change and coordinating change.
• Open and receptive to feedback, sharing and acting on it.
• Advocate for innovation, constantly seeking ways to improve quality, services, and amenities for guests.
• Empowered to make decisions, guide behavior, and appropriately escalate issues.
• Excellent oral and written communication skills.
• Punctual, dependable, and dedicated to operational excellence down to the smallest details.
• Discreet, ethical, and committed to maintaining a high degree of confidentiality.
• College degree preferred.
• Three years’ experience in a client‑service/reception capacity or concierge role within a hospitality or corporate environment.