Experience Center Operations Manager

AECOM; Redmond (WA); On-site; USD 96,000 - 189,000; Full time

Job summary

AECOM is seeking an Experience Center Operations Manager to lead the operational excellence of Microsoft's Experience Center in Redmond, WA. This role involves ensuring exceptional customer experiences, managing various suppliers, and collaborating with stakeholders to uphold high standards of service while enhancing guest satisfaction. Candidates must have a Bachelor’s degree and strong leadership skills, with a passion for creating memorable experiences.

Qualifications

• 4+ years experience in program management.
• Client-facing experience in a hospitality environment is required.

Responsibilities

• Oversee all operations within the Experience Center.
• Act as primary onsite contact for operational aspects.
• Monitor and evaluate guest feedback for continuous improvement.

Skills

Customer Experience Management

Operational Management

Problem Solving

Communication

Collaboration

Organization

Education

Bachelor's Degree in Business, Operations, Finance

Job description

At Microsoft, our mission is to empower every person and every organization on the planet to achieve more—and the Customer Engagement Team (CET) is where that mission comes to life. As part of the Commercial Solution Areas (CSA), CET leads high-impact executive engagements that deepen customer and partner relationships while accelerating cloud growth. We design and deliver end-to-end experiences that blend curated content, speakers, and immersive storytelling to inspire action and drive AI transformation. If you're passionate about engaging with customers and want to be at the forefront of innovation, CET offers a dynamic platform to make a meaningful impact and grow your career.

Are you someone who thrives in a dynamic environment, excels at managing high tech facilities and has a passion for delivering exceptional customer experiences? As we are preparing to open our new flagship Experience Center (EC One), we are seeking a dedicated and experienced **Experience Center Operations Manager** to join our team. We are looking for someone with a passion for excellence to manage the day-to-day operations of this world-class facility, ensuring that everything runs smoothly and efficiently from day one. This role will support the Experience Center Director, work closely with the Global Shared Services teams, monitor performance of multiple suppliers, coordinate with various contractors, and collaborate with a broad group of stakeholders to maintain high standards of service and guest satisfaction.

This position is based in **Redmond, WA** at **Microsoft’s Experience Center One.** This role is business essential and thus requires on-site presence due to the hands-on nature of briefing delivery (with some flexibility for remote work as needed). The _Travel_ requirement is typically low (approximately 0–25%), but occasional travel may occur for off-site events or coordination with other Experience Centers.

We are seeking two Experience Center Operations Managers, one for each of the following shifts:

+ **PM Experience Center Operations Manager** will be from 12PM – 8PM but may vary due to daily briefing volume and special events.

+ **AM Experience Center Operations Manager** will be from 6AM – 2PM but may vary due to daily briefing volume and special events.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

**Responsibilities**

The **Experience Center Op** **erations** **Manager** will be responsible for overseeing all aspects of customer experience and ensuring the center provides world-class experience for all guests and internal executives. The ideal candidate is a proactive leader and smart problem solver with a solid understanding of the operational requirements to run a facility. Presence,collaboration,and communication skills to interact with executives, customers, and stakeholders at many levels and across disciplines (business to technical) are also essential.Excellent organizational skills, and a passion for creating memorable guest experiences are also imperative.

**Key Responsibilities:**

+ Act as **primary onsite point of contact** for all operational aspects within the Experience Center; serving as a liaison between the supplier teams (Guest Services, Facilities, Culinary, AV/IT Support), the Microsoft team, and a broad group of stakeholders, partners and contractors.

+ **Direct and prioritize resources** to ensure delivery of highest-quality customer experiences, including partnering with Experience Center (EC) Director and other key stakeholders in the landing of new initiatives, industry demos, systems, and processes.

+ **Develop and implement pre-opening** strategies, policies, and proceduresutilizing generative AI and Copilot to enhance productivity and drive efficiencies.

+ **Establish and** **maintain** **relationships** with key stakeholders, including vendors, contractors, and local businesses.

+ Lead local **EC “CODE” (Content, Operations, Delivery, Execution) Meetings** to ensure all programs are aligned on any upcoming projects or installations and serve as primary point person on needs/escalations.

+ **Prioritize and** **monitor** **activities of hospitality, technology, and operations suppliers** , establishing efficient processes to ensure consistent and seamless white glove experiences for our guests (technical assistance, catering, transportation, interpretation, furniture changes, facility updates & repairs, etc.).

+ **Collaborate with Real Estate service providers** including Lobby Hosts, Janitorial, Maintenance, Security, etc. ensuring adherence to Service Level Agreements and quality of service is maintained.

+ **Monitor and evaluate guest feedback** to continuously improve the guest experience.

+ **Continually review and assess the effectiveness and efficiency** of existing policies and procedures while establishing a culture of innovation and self-critical reflection which results in continuous improvement.

+ **Address and resolve guest concerns** **and issues** promptly and professionally

+ **Conduct regular inspections** of the facility to ensure high standards of cleanliness and maintenance.

+ **Ensure compliance with all health, safety, and regulatory requirements** , including but not limited to, assisting in emergency situations, as well as, updating safety documentation, ERP bags, etc.

+ **Stay current with industry trends** **, AI/Copilot,** and best practices in executive briefing management.

+ Lead efforts to **create a welcoming and inclusive environment** for all guests and team members.

+ Embody our Culture (https://www.microsoft.com/en-us/about/corporate-values) and Values (https://careers.microsoft.com/us/en/culture)

**Qualifications**

**Required/Minimum Qualifications:**

+ Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, process management, process improvement

+ OR equivalent experience.

+ 4+ years of experience working in a client-facing environment or facility or in hospitality.

**Preferred Qualifications:**

+ Experience and familiarity with Microsoft M365 products & Industry Trends, including AI & Copilot.

+ Experience in the Events, Hospitality, Executive Engagement, orBriefing Industry

+ Experience opening new facilities and/or building new programs

+ Certifications in Briefing Management, Technical managementand/or Process Improvement

Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $123,500 - $206,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications and processes offers for these roles on an ongoing basis.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .