Guest Service Team Lead Job New York New York USA,Management

Location: New York

The Senior Coordinator within the Workplace Experience team is a key operations leader responsible for supporting management and guiding a team of customer-centric professionals to deliver a seamless, high-quality experience for internal and external clients. This role emphasizes operational oversight, team leadership, and process improvement across multiple office locations, impacting overall workplace efficiency, client satisfaction, and team engagement.

Key Responsibilities

Deliver exceptional client service by ensuring timely, accurate, and seamless support across all workplace functions, demonstrating sound judgment and proactive problem resolution
Identify, develop, and implement innovative service delivery strategies to enhance in-office experience for colleagues, visitors, and clients
Assist in managing daily operations of the Workplace Experience team, including resource planning, staffing, onboarding, training, coaching, and performance feedback
Lead the development and refinement of policies, standard operating procedures (SOPs), and process improvements to increase operational efficiency and consistency
Oversee multi-site workplace operations, including coordination between office assets, management of vendor relationships, and ensuring service quality across different locations
Protect and secure sensitive and proprietary information in accordance with company confidentiality standards
Collaborate with internal stakeholders to provide workplace orientation, support change management initiatives, and ensure alignment with company standards and culture
Manage the workflow and performance of approximately 80 managed service employees, ensuring high standards of quality, accountability, and engagement
Monitor and optimize operational workflows, including issue resolution, quality control, and continuous improvement initiatives

Core Qualifications & Requirements

Minimum of 5 years of management experience in hospitality, facilities, customer service, or workplace operations
Demonstrated leadership in multi-site environments with proven ability to oversee multiple assets and teams
Strong customer management skills with a focus on issue resolution and client satisfaction
Experience developing and implementing policies, SOPs, and operational workflows
Business acumen with experience owning budgets, resource allocation, and understanding decision impacts
Skilled in problem-solving, process improvement, and driving efficiency in service delivery
Ability to foster an inclusive, authentic, and connected workplace environment
Excellent communication, interpersonal, and adaptability skills
High school diploma or equivalent required; bachelor’s degree or higher in business or related field preferred

Nice-to-Have Qualifications

Experience in law firms, corporate offices, or professional services environments
Previous experience managing facilities, office operations, or workplace experience teams
Familiarity with vendor management and quality assurance processes

Core Technical Skills

Office management and operations (facilities management, workplace services)
Vendor and contract management
Workflow and process improvement tools (SOP development, efficiency protocols)
Workplace Technologies (Building Management Systems, Service Now, CMMS)
Team leadership and HR systems (HRIS, performance management tools)