Head of Workplace Experience & Office Ops

Marsh Agency; New York (NY); On-site; USD 79,000 - 116,000; Full time

Job summary

Oliver Wyman, a Marsh business, is seeking a senior Workplace Experience Manager for our New York office. You will lead the day-to-day workplace experience, supervise a small team, and collaborate with facilities, real estate, security, and HR to deliver a consistently premier office environment.

The role requires building trusted relationships with senior leaders, managing budgets, and guiding multiple offices with a hospitality mindset.

Qualifications

• 7+ years of experience in Workplace Experience, hospitality, facilities, office operations, corporate real estate, or a related field.
• 3+ years of people leadership experience, including demonstrated success coaching, developing, and managing employees.
• A strong hospitality and service mindset, with a track record of creating welcoming, responsive, high-quality experiences.
• Experience leading workplace operations in a complex, fast-paced, and highly professional environment.
• Demonstrated ability to build trusted relationships and work effectively with senior executives, business leaders, employees, clients, and external partners.
• Strong executive presence, interpersonal skills, and professional judgment.
• A warm, approachable, and collaborative leadership style with the ability to energize and positively influence a team.
• Strong organizational and project-management skills, with the ability to manage competing priorities and respond calmly when circumstances change.
• Experience managing operating budgets, monitoring expenses, and maintaining appropriate financial discipline.
• Experience working with established vendors and service providers and holding partners accountable for service quality.
• Experience supporting space planning, office moves, renovations, construction, or other workplace projects.
• Working knowledge of workplace health and safety, security, emergency preparedness, and business continuity practices.
• Strong written and verbal communication skills.
• Demonstrated ability to identify problems, exercise sound judgment, take ownership, and implement practical solutions.
• Comfort operating with a high degree of independence while knowing when to collaborate or elevate.

Responsibilities

• Lead the day-to-day operation of the New York workplace, ensuring the office is safe, welcoming, clean, secure, functional, and consistently maintained to a high standard.
• Provide oversight and guidance for Workplace Experience delivery across additional offices within the assigned portfolio, ensuring consistent service standards.
• Serve as a primary point of contact for workplace issues and coordinate with Facilities Management, Real Estate, Security, Technology, Human Resources, Finance, and other internal teams to resolve concerns and service disruptions promptly.
• Oversee workplace service providers and internal partners, holding them accountable for service quality.
• Manage the Workplace Experience operating budget, including forecasting, expenditure, invoice review, procurement, and appropriate financial controls.
• Maintain accurate workplace documentation, procedures, occupancy information, operational records, and required data, and support space planning, internal moves, and evolving business requirements.
• Ensure compliance with applicable health and safety, security, emergency preparedness, fire safety, and business continuity requirements, and act as a key local resource during workplace incidents or disruptions.

Skills

Workplace Experience

Hospitality

Facilities

Office Operations

Corporate Real Estate

People Leadership

Education

Bachelor's degree or equivalent

Job description

Oliver Wyman, a Marsh business, is seeking a senior Workplace Experience Manager for our New York office. You will lead the day-to-day workplace experience, supervise a small team, and collaborate with facilities, real estate, security, and HR to deliver a consistently premier office environment.

The role requires building trusted relationships with senior leaders, managing budgets, and guiding multiple offices with a hospitality mindset.