The Workplace Experience Assistant Manager serves as a strategic operational leader,
overseeing and elevating workplace services delivery to achieve exceptional occupant and
guest experiences. This role combines hands-on operational management with team
leadership, ensuring consistent service excellence through detailed oversight, proactive
problem-solving, and continuous improvement initiatives. The position requires a serviceminded skilled who can balance operational efficiency with the human-centered
approach needed to create workplace environments that truly delight users.
Key Responsibilities
Team Leadership & Development
Lead, mentor, and develop Workplace Experience Enablers, providing coaching,
performance feedback, and qualified growth opportunities
Establish explicit performance expectations and conduct regular team assessments
aligned with Individual Performance Management criteria
Foster a culture of service excellence, attention to detail, and continuous learning
within the workplace services team
Coordinate team schedules,
workload distribution, and coverage to ensure
seamless service delivery across all operating hours
Support team members in resolving complex occupant requests and challenging
operational situations
Operational Excellence Management
Oversee daily workplace operations to ensure "works every time" reliability across
all service touchpoints
Monitor and audit compliance with Standard Operating Procedures (SOPs) and
Service Level Agreements (SLAs) across all workplace services
Conduct regular quality assessments and spot-checks of both internal team
performance and vendor service delivery
Implement and manage change control processes, ensuring all modifications are
properly documented and communicated
Oversee Clear Deck policy enforcement, lost property processes, and
comprehensive reporting to Workplace Experience teams for stakeholder