WORKPLACE AMBASSADOR MANAGER

This is an internal client facing role that provides the opportunity to combine your passion for delivering a high level of service, with excellent people skills, and an enthusiasm for getting issues resolved quickly to enhance the on-site experience for employees. You will serve as oversight for the Workplace Ambassadors, who are the first point of contact and the go-to for staff information and inquiries.

The Workplace Ambassador's primary responsibility will be providing support to employees who work in a flexible (shared) desk environment. This role will ensure employees have a safe, comfortable, and functional workspace. They will be responsible for the daily oversight of the fabric and maintenance of the floor space, achieved through face-to-face engagement, proactive communication, effective time management, and exceptional customer service. Ambassadors ensure that a seamless, consistent level of service is provided at every user touchpoint from the employees' arrival on site to their end of the day departure. The Workplace Ambassador will consistently deliver a high level of customer service in a fast-paced environment and requires the ability to stay calm and focused when working with other teams to resolve issues.

The Manager role will be responsible for managing the day-to-day activities of the Ambassadors, ensuring all tasks are being completed in a timely & efficient manner, while also managing their own assigned Coordinator duties. In addition, the Manager will manage the reporting workstream for tasks, providing weekly reports on service levels, ticket activities, client interactions, and other relevant data points.

• Manage the day-to-day activities of the Workplace Ambassador(s) ensuring a robust portfolio of tasks that are being completed in a timely & efficient manner.
• Provide weekly reports of key metrics and data points representing the tasks completed and associated service level KPIs.
• Act as the first point of escalation when an issue arises.
• Provide support when needed for the CIB population.

• Support flexible desking
  • The majority of the supported employees will be transitioning to a flexible (shared) desking arrangement in lieu of permanently assigned workspaces. To facilitate this process, Workplace Ambassadors will:
    • Assist employees at on-site arrival for desk check-in and guidance on resolution of technical issues through referrals to user guides, training materials, and the tech hub.
    • Regularly walk the site throughout the day whilst being available to support employee requests raised during the walkaround.
    • Ensure there are available supplies of items such as headsets and technology cables to support staff if they have forgotten to bring in their own.
    • Ensure all issues are logged and reported through the appropriate ticketing system; take ownership for effective follow up and resolution to the issue.
    • Provide support with allocating storage for employees and assist with missing personal items and equipment.
    • Monitor employee adherence to workplace policies, including desk check-in, clean desk policy, neighborhood seating, etc. and work to resolve issues with employee compliance.
    • Solicit feedback on the flex (shared) desk experience and communicate to the appropriate team.
    • Support employees' requests for assistance with technology
    • Monitor & analyze data for issue trends. Work with Facilities Management and the tech teams to look for effective resolutions to prevent further occurrences of the same issue.
    • Build positive and productive relationships that cultivate a high level of trust in the Ambassadors ability to get issues resolved quickly across all levels of stakeholders.
    • Support all customer inquiries and issues with a tactful and confidential approach.
    • Follow all company policies and procedures.

• Support overall site wellness
  • Proactively identify potential risks related to general condition of the floor, specific workspaces, and technology to minimize complaints being received. Health & Safety related matters would require immediate escalation for remediation.
  • Liaise and work collaboratively in a positive and productive 'one-goal' approach across departments and building vendor teams to support issues to be resolved in a timely manner.
  • Visibly engage with employees to be a known presence in the workplace, recognized for having a 'can-do' helpful and approachable attitude.

• Serve as internal concierge
  • Monitor travel reports for pre-arrival preparation of intra-office visitors; assist with logistical arrangements and provide on-site support upon arrival.
  • Develop & maintain service relationships to fulfil the needs of employees.
  • Provide information regarding the Hudson Yards community including directions, attractions, shopping, dining, and nightlife.
    

• Flexible and willing attitude and enjoys being part of a team.
• Inquisitive mind-set that takes pleasure with investigating issues to get them resolved quickly.
• Ability to quickly establish positive and productive relationships with colleagues, building vendors, and the firms' employees.
• Passionate about great customer service and ensuring employees / visitors have a positive experience when in the office.
• Proactive and confident to make reasonable suggestions for where WEX & Tech improvements may be achieved.
• Possess the energy and focus to reach success.
• Must have a positive attitude with the ability to remain flexible and patient in high-pressure scenarios.
  

• 3+ years operations experience
• 3+ years coordinating project activities and resources
• 2+ year of leadership experience in an operations environment, experience managing teams remotely preferred
• Demonstrated customer service skills; three years of customer service experience
• Proficiency with Microsoft Office product suite (i.e. Excel, Word, PowerPoint, Outlook)
• Excellent verbal and written communications skills
• Advanced skills in task prioritization and quality review
• Ability to adapt quickly to change and maintain a flexible approach when providing customer support
• Demonstrated ability to interact effectively with lower to mid-level operations team members and other managers at the same level or one level higher
• Able to work independently on moderately complex issues and projects as assigned