Workplace Experience Support Supervisor

rsm; New York (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

RSM in New York, NY is seeking a Workplace Experience Support Supervisor to oversee the ESS operations and facilities team at the NYC location, delivering hospitality, reception, and office services to ensure a safe, well-maintained workspace.

You will collaborate with ESS leaders to plan events, optimize processes, and provide guidance to the office leadership while coordinating with facilities, security, and vendors to maintain high standards of service.

Job description

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You'll find an environment that inspires and empowers you to thrive both personally and professionally. There's no one like you and that's why there's nowhere like RSM.

The workplace experience support supervisor is responsible for supervising an ESS operations and facilities team for the NYC location, providing strong hospitality and communication to the office. This position is responsible for providing direction on and coordinating workplace experience support (i.e., facilities, hospitality, and office operations), and working in concert with other ESS solution set team members to ensure adequate office coverage in the assigned location. 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 include upkeep of equipment, supplies, and delivery of the associated support services. This position will also be involved in the coordination and planning of events and meetings. The workplace experience support supervisor 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, as well as firm policies and guidelines. The workplace experience support supervisor demonstrates more advanced experience by working closely with a workplace experience support manager or manager lead, and other ESS and firm leadership on helping 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 be 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 functions as a trusted advisor to office leadership, to relay operations best practice changes that will impact local processes.

Essential Duties

• Supervise ongoing day-to-day ESS projects and tasks within a specific location ensuring quality of work product, and efficient and consistent support and service to include the ability to familiarize, understand and leverage RSM workplace experience support playbooks and actively deliver service according to them, providing input on content as needed.
• Collaborate with ESS leaders, operational leaders, and key stakeholders to define and manage goals, schedules, resources, equipment, supplies, and other deliverables that support the business and taking appropriate steps to ensure that support and service is provided in a timely and efficient manner.
• Be responsible for supervising a location(s) ESS team, including providing supervision, guidance, development, and training, as well as monitoring volume and distribution of workflow for efficiency and quality of work.
• Coordinate with other workplace experience support personnel, supervisors, or managers to manage volume and resources on a day-to-day basis.
• Monitor schedules to ensure that resources are utilized effectively. Review available resources and facilitate necessary adjustments to align with experience, expertise, specializations, and business priority.
• Serve as escalation point of contact for service requests related to support, supplies, equipment or other business needs, and communications with internal clients for assigned location(s).
• Participate in projects, tasks and maintain stakeholder relationships to ensure that business needs are met.
• Recommend to workplace experience support leadership a selection of service providers by analyzing options provided by internal resources, building maintenance and outside vendors and contractors based on cost and scope of work to be performed.
• Ensure that projects are delivered on time and various risk/issues are recognized, ensuring quality and consistent service and support.
• Support operational leadership with projects, including best practices, process definition and collaboration with stakeholders to ensure that business needs are met, and projects are delivered on time. - Recognize and determine the appropriate corrective action to ensure that services are delivered on time and within budget and scope. Escalate to the workplace experience support manager lead or manager as appropriate.
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