Deputy Workplace Experience Lead

Job Description

Overall Role:

- Responsible for creating a customer-centric experience for occupants and guests within the workspace.
- Act as the main point of contact for daily workspace needs and provide guidance on workspace-related issues.
- Interface with the JPMC Global Real Estate (GRE) team regarding workspace activities at the site level.
- Drive consistent implementation and delivery of workspace services through nudge behaviors.
- Provide expert advice on space needs and options in alignment with workspace standards.

Major Responsibilities:

Transforming the Workspace Team:

- Create occupant delight through hospitality-oriented communication.
- Serve as a trusted point of contact for workspace-related inquiries.
- Possess in-depth knowledge of the workspace and surrounding areas.
- Respond to issues and adjust the space as needed for optimal functionality.
- Act as a basic counsel regarding space needs and changes.
- Foster proactive, dynamic, and agile team engagement.
- Build and maintain relationships with client business units and the neighborhood community.
- Escalate issues to management and continuously improve service delivery based on feedback.

Client/Stakeholder Management:

- Assist workspace experience manager in developing and managing client relationships.
- Ensure that service levels meet or exceed expectations and Key Performance Indicators (KPIs).
- Collect and act on feedback from end-users to improve service quality.
- Regularly report any concerns or recurring patterns in feedback to the workspace experience manager.

Leadership/Staff Management:

- Encourage teamwork, performance excellence, and personal success.
- Proactively manage and develop the team through performance assessments, training, and workload management.
- Develop a succession plan for key team members and on-site vendors.

Operations Management:

- Establish and maintain proactive relationships with clients to ensure high-quality service delivery.
- Ensure all service requests are handled within SLAs and KPIs.
- Periodically review reports and feedback to identify trends and make improvements.
- Plan and execute employee engagement events aligned with client expectations.
- Address facilities issues promptly and escalate when necessary.
- Conduct floor inspections to ensure cleanliness and maintenance standards are met.
- Liaise with all departments to ensure timely delivery of services.
- Ensure operational processes are simplified and accurate for consistent service delivery.
- Align operations with financial processes and ensure proper financial management.
- Ensure compliance with health, safety, environment, and risk management policies.

Continuous Improvement:

- Implement client-specific initiatives such as technology rollouts and benchmarking.
- Conduct data analysis reports when necessary.
- Oversee office premises and hospitality services.
- Participate in ad-hoc projects and other duties as assigned.

Candidate Specification:

Ideal Experience:

- 8+ years of experience in hospitality, hotel, aviation industry, or coworking spaces.
- Proven track record of initiating and implementing improvement initiatives to create efficiencies.
- Able to adapt in a fast-paced, changing environment and meet client needs.
- Strong analytical, organizational, and administration skills.
- Proficient in MS Office Suite.
- A Bachelor's degree or equivalent in Hotel Management, Business, or a related field is an added benefit.
- Excellent verbal and written communication skills.
- Experience in leading and managing a young millennial team.

Critical Competencies for Success:

Client Focus & Relationship Management:

- Demonstrates a proactive and professional approach to customer service.
- Ability to interact with clients at all levels, including senior management.
- Excellent conflict management skills.

People Management and Team Leadership:

- Ability to lead and train a team effectively, promoting collaboration and open communication.

Program Management & Organizational Skills:

- Excellent planning and organizational skills to prioritize tasks and meet deadlines.
- Proven ability to manage multiple operational matters on a daily basis.

Problem Solving & Strategic Thinking:

- Ability to handle ambiguity and solve complex problems.
- Analytical and quantitative approach to problem-solving.
- Ability to develop long-term solutions for recurring issues.

Other Personal Characteristics:

- A natural communicator who enjoys engaging with diverse teams and stakeholders.
- Creative, self-motivated, and confident with a strong sense of honesty and trustworthiness.
- Open-minded, willing to challenge the status quo, and embrace new ideas.
- Able to work effectively with teams from diverse countries and cultures.

If you meet these qualifications and are looking for a dynamic, customer-oriented role with opportunities for professional growth, we encourage you to apply

---