Workplace Experience Site Lead

Job Responsibilities

• Build and deliver an evolving workplace experience strategy, translating client priorities into an executable roadmap that transforms the experience for our client’s employees and guests
• Lead cultural transformation from reactive to proactive service delivery models, establishing standard work, service recovery practices and performance accountability
• Identify value-add opportunities for Experience Services enhancement using data, voice-of-customer insights, and operational performance trends
• Serve as primary point of contact for site leadership on experience strategy and initiatives, delivering regular performance updates and action plans
• Design customer journeys that optimize employee and guest interactions with defined success measures
• Collect, analyze, and act upon user feedback to drive continuous improvement, measure impact and close the loop with stakeholders
• Ensure the team provides exceptional, proactive customer service at all touchpoints that build community and elevate the experience, while meeting expected service levels and quality standards
• Improve stakeholder communication processes for information flow across all organizational levels, using clear governance and decision-making processes
• Create proactive communication plans for workplace programs and events, including success metrics and feedback mechanisms
• Equip teams with the knowledge, tools, and resources to lead and manage change effectively
• Build cross-functional relationships with Security, IT, Facilities, and service partners
• Provide clear touchpoints and coordination across the workplace ecosystem, ensuring desired outcomes are met
• Manage and develop onsite Experience Services team performance and professional growth
• Develop succession plans and talent pipelines for key team positions to ensure service continuity
• Foster teamwork, collaboration, and performance excellence recognizing results and addressing performance gaps with timely action plans
• Maintain and continuously refine operational playbooks, standard operating procedures, and best practices while ensuring data integrity across all experience-related systems
• Govern food service, mail/print, and amenity vendors including contract and performance management, and financial oversight to ensure service excellence and compliance
• Manage financial plans, forecasts, and financial performance for experience programs, ensuring alignment with client objectives and delivering cost-effective solutions
• Capture and analyze performance metrics to provide actionable insights and structured leadership reporting that drives continuous improvement and informed decision-making

Knowledge, Skills & Abilities

• Contribution motivated, highly collaborative, and strong interpersonal skills
• Experience leading workplace transformation initiatives, preferred
• Excellent communication, presentation, and stakeholder management
• Minimum 5 years in hospitality, experience services, or facility management with large-scale operations, preferred
• Bachelor’s Degree, or equivalent combination of education and experience
• Minimum 3-5 years of people management experience skills
• Strong analytical, organizational, and financial management capabilities
• Proficiency with Microsoft Office Suite, workplace management systems and technology platforms for project tracking and to enhance service delivery and operational efficiency

Key Competencies

• Strategic thinking
• Ledership presence
• Customer-centric orientation
• Cross functional collaboration
• Innovative mindset
• Impactful communication strategies
• Change enablement leadership
• Proactive self-starter mindset