Senior Guest Services & Workplace Experience 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 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