Guest Service Team Lead

The Phoenix Group; New York (NY); On-site; USD 75,000 - 110,000; Full time

Job summary

The Phoenix Group is seeking a Senior Coordinator in the Workplace Experience team to lead operations, guide a team of professionals, and ensure a seamless, high-quality experience for internal and external clients across multiple office locations. The role emphasizes oversight, leadership, and process improvement to boost workplace efficiency and client satisfaction.

Key responsibilities include staffing, SOP development, vendor coordination, information security, and collaboration with

Qualifications

• Minimum 5 years of management experience in hospitality, facilities, customer service, or workplace operations.
• Demonstrated leadership in multi-site environments.
• Strong customer management with focus on issue resolution and client satisfaction.
• Experience developing policies, SOPs, and operational workflows.
• Budget ownership and resource allocation responsibilities.
• Problem-solving and process improvement skills.
• Ability to foster an inclusive, authentic workplace.
• Excellent communication and adaptability.

Responsibilities

• Deliver exceptional client service with timely, accurate support across workplace functions.
• Develop and implement service delivery strategies to enhance in-office experience.
• Oversee daily operations of the Workplace Experience team, including staffing and onboarding.
• Lead development and refinement of SOPs and workflow improvements.
• Coordinate multi-site workplace operations and vendor management.
• Protect sensitive information per confidentiality standards.
• Collaborate with stakeholders on workplace orientation and change management.
• Manage workflow and performance of ~80 managed service employees.
• Monitor and optimize operational workflows and quality control.

Skills

Multisite leadership

People management

Customer service

Policy development

Process improvement

Budget management

Communication

HR systems

Diversity & inclusion

Education

Bachelor's degree preferred

High school diploma or equivalent

Tools

ServiceNow

CMMS

HRIS

Job description

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, ServiceNow, CMMS)
• Team leadership and HR systems (HRIS, performance management tools)