Workplace Experience Optimization Assistant Director or Associate Director - New York or Boston

Location: Boston, New York

 

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ESS Workplace Experience Optimization Manager 

 

Join our Enterprise Support Services (ESS) team and you will be an integral part of our business enablement functions that keeps our organization running strong.  You will use your interpersonal and communication skills (verbal and written) to interface with employees at all levels.  As an ESS Workplace Experience Optimization Manager, you will work across teams to consult on workplace services support opportunities allowing our client serving teams and guests to maximize their in-office work and visits.

 

The opportunity

The ESS Workplace Experience Optimization Manager, Assistant Director or Associate Director (based on experience) is responsible for delivery of workplace/facility accountability oversight in a specific set of our EY locations.  This role provides input into the plans and performance criteria for our workplace/facility management (FM) vendor relationship and service delivery to the a US client base. This includes oversight of all aspects of facilities management, hoteling and reservation services, video conferencing set up and support, and internal meeting services.  In this capacity, will liase with workplace/FM vendor and EY teams to monitor service levels and customer satisfaction, coordinate the activities with other groups as needed, and work with US client based stakeholders to understand their needs and requirements and thereby continuously advise on improving the services or products. This position monitors financial and operational performance in accordance with established parameters and must understand the structure and business of the organization to effectively manage the firm’s knowledge, processes and capital resources, including space and equipment. Handles escalated customer service challenges and maintains strong customer and cross-functional relationships (especially between the outsourced FM provider, the ESS Geo Advisors, and various staff). This position supports the implementation of our US workplace organizational strategic plans to help ensure that objectives are met and implemented in alignment with business and customer needs.

 

Your key responsibilities

• Monitor all aspects of the workplace/FM services and/or product(s) for assigned area
• Serve as the primary liaison with the workplace/FM vendor for assigned area
• Support, along with the workplace/FM vendor management team, the delivery of services and/or product updates and enhancements
• Identify and escalate risks
• Act as secondary escalation point on complex services, projects, or issues
• Work with senior management to support the overall strategic direction of the product(s) and/or services
• Responsible for vendor performance management, including for vendor meeting service and/or contractual requirements
• Support measurement, tracking, reporting, and analysis of KPIs and CPIs
• May be called to support or lead projects across service areas
• Support, analyze and decipher diverse requirements of various statement of work agreements, offices and stakeholders
• Assess and recommend system changes based on needs of US personnel within firm policy
• Will work with other managers, senior management and workplace/FM vendor management team to identify and address service defects related to the product/services and make recommendations based on the assessment
• Provides guidance and analytical advice on enhancement requests raised by internal customers
• Provide to senior leadership recommendations for changes/improvements to support services
• Supports collaborative work effort between EY stakeholders and workplace/FM vendor

 

Skills and attributes for success

• Provide conceptual thinking, which will translate into solid actions
• Provide analytical knowledge top-down and will have authority to make decisions
• Exercise influence at many levels of the organization
• Proactively identify and address project risks and opportunities
• Recommend solutions and partner with senior leaders in the fi