Workplace Experience Support Manager

The workplace experience support manager demonstrates experience in a matrix organization and is responsible for managing an ESS operations and facilities team for the location(s) assigned. This position is responsible for directing and coordinating workplace experience support (i.e., facilities, hospitality, and office operations) for more complex office location(s) or multiple locations within a specific market. This position works with other ESS solution set team members to ensure adequate office coverage and operational success in the assigned location(s). This includes the overall building environment, appearance and safety of employees and building(s) occupied within the assigned geography to ensure that it remains in good working condition, the general operations of the workspace to include upkeep of equipment, supplies, and delivery of the associated support services, and overseeing logistics and planning of events and meetings, which may include internal and external attendees. The workplace experience support manager oversees the management and delivery of the office workplace experience for colleagues. This position is responsible for ensuring the workplace experience support teams deliver daily office operations, including visitor management, safety, hospitality experiences, reception, and facilities management and in accordance with workplace experience support playbooks and firm policies and guidelines. The workplace experience support manager has proven and effective experience of working closely with a workplace experience support director or manager lead, and other ESS and firm leadership on identifying process improvement opportunities and efficiencies for workplace experience support and will provide quality and consistent support throughout the firm in accordance with RSM policies. This position may also function as an internal subject matter professional on process creation and improvements. The workplace experience support manager is an advisor and idea generator in the creation and evolution of processes, value-add ESS support items, and internal and external client service support items in multiple formats as ESS continues to evolve. Additionally, this position will function as a trusted advisor to office leadership, to relay operations best practice changes that will impact local processes, along with aiding to identify potential cost savings to the office budget.

Responsibilities:

• Manage ongoing day-to-day ESS projects and tasks within a specific location(s) ensuring quality of work product and efficient and consistent support and service, to include the ability to familiarize, understand and leverage RSM location services playbooks and actively deliver service according to them, providing input on content as needed.  

• This position is responsible for directing and coordinating location services (i.e., facilities, hospitality, and office operations) for more complex office location(s) or multiple locations within a specific market.  

• Works with other ESS solution set team members to ensure adequate office coverage and operational success in the assigned location(s). This includes the overall building environment, appearance and safety of employees and building(s) occupied within the assigned geography to ensure that it remains in good working condition, the general operations of the workspace to include upkeep of equipment, supplies, and delivery of the associated support services, and overseeing logistics and planning of events and meetings, which may include internal and external attendees. 

• Oversees the management and delivery of the office workplace experience for colleagues. This position is responsible for ensuring the location services teams deliver daily office operations, including visitor management, safety, hospitality experiences, reception, and facilities management and in accordance with location services playbooks and firm policies and guidelines. 

• Proven and effective experience of working closely with a location services director or manager lead, and other ESS and firm leadership on identifying process improvement opportunities and efficiencies for location services and will provide quality and consistent support throughout the firm in accordance with RSM policies. This position may also function as an internal subject matter professional on process creation and improvements. 

• Serve an advisor and idea generator in the creation and evolution of processes, value-add ESS support items, and internal and external client service support items in multiple formats as ESS continues to evolve. Additionally, this position will function as a trusted advisor to office leadership, to relay operations best practice changes that will impact local processes, along with aiding to identify potential cost savings to the office budget. 

• Provide effective leadership, supervision, guidance, development and training, serving as a performance advisor to the location services supervisors and other location services team members. 

Required Qualifications:

• Bachelor’s degree or 4+ years of experience in related field 

• 3+ years of management and/or other experience in similar capacity 

• Effective organization, prioritization and time management skills, and strong attention to detail 

• Demonstrated ability to apply technical/procedures requirements of the position based on knowledge and experience within specialization. 

• Ability to lift up to 40 lbs. and stand on your feet for an extended period of time 

• Demonstrated ability to attract, lead, motivate and retain a team, including providing guidance and feedback. Promotes individual and team achievements, drives greater employee engagement to help employees understand how their work aligns to strategy. 

• Demonstrated ability and mange discussions with office leaders, engagement leaders and line of business leadership ​