Site Operations Manager – South San Francisco

The Site Operations Manager – SSF leads all day-to-day operations and strategic workplace initiatives for the South San Francisco campus, supporting campus employees. With services delivered entirely through third-party vendors or the landlord, this role focuses on service integration, vendor governance, and site experience innovation. The position ensures seamless operations while advancing organizational goals related to sustainability, hybrid working, and operational agility. This role functions with growing autonomy and strategic oversight within the Site Operations function. 

Key Responsibilities: 

1. Service Oversight & Vendor Management 

• Primary point of accountability for all soft services (janitorial, food, A/V, mail, furniture, events, security, capital etc.) delivered by external vendors. 

• Establish and manage contract governance processes including KPIs, SLAs, audit protocols, and vendor risk mitigation. 

• Drive performance reviews, corrective actions, and continuous improvement across all third-party providers. 

• Collaborate closely with landlord’s property management team to ensure alignment of site-level services with lease expectations. 

2. Facilities & Workplace Strategy 

• Define and execute a service delivery roadmap aligned with evolving employee needs, business strategies, and corporate priorities. 

• Contribute to long-range space planning and support hybrid work enablement initiatives. 

• Participate in enterprise-wide workplace strategy and transformation efforts representing SSF. 

• Proactively shape a customer-first operating model that evolves with workplace trends and technology. 

3. Finance, Planning & Reporting 

• Develop and manage the annual soft services and operations budget, including POs, invoices, accruals, and forecasts. 

• Provide accurate financial reporting and variance analysis to regional and global stakeholders. 

• Identify cost savings and productivity improvements through contract optimization and service model redesign. 

• Maintain fiscal responsibility while enhancing the quality and responsiveness of services. 

4. Customer Experience & Stakeholder Engagement 

• Act as an embedded customer advocate to deliver a high-quality user experience across the site. 

• Collect and respond to feedback through regular interactions, surveys, and issue resolution protocols. 

• Manage communications during service changes, disruptions, or transitions in partnership with internal stakeholders. 

• Build trust and credibility by addressing emerging needs with speed, clarity, and transparency. 

5. Technology Integration & Data-Driven Operations 

• Utilize Oncology COO R&D FM platforms and related systems for service requests, space management, and performance reporting. 

• Lead development of dashboards, KPIs, and service analytics to enable insight-driven decision-making. 

• Partner with Digital Workplace teams to explore new tools (e.g., room booking, digital signage) that enhance usability and productivity. 

• Leverage data to support churn modeling, occup