Senior Director, Workplace Experience & Operations - FTI Consulting : Job Details

Who We AreFTI Consulting is the world's leading expert-driven consulting firm. Over the last 40 years, FTI Consulting experts have served as the trusted advisor to Fortune 500 companies and the world's leading law and private equity firms when they are facing their greatest opportunities and challenges. Our strong performance and continued success are a direct reflection of the ambition, energy and commitment of our talented professionals across the globe to make a positive impact for our clients and communities.At FTI Consulting, you'll work side-by-side with leaders who have shaped history, helping solve the biggest challenges making headlines today. From day one, you'll be an integral part of a focused team where you can make a real impact. You'll be surrounded by an open, collaborative culture that embraces diversity, recognition, professional development and, most importantly, you.Are you ready to make your impact?About The RoleThe Americas Head of Workplace Experience & Operations is a leadership role (Snr Director) responsible for the management of business functions and oversight of FTI's Americas portfolio (US, Canada, Latam) as well as direct supervision of the NY - 1166 office location. You will lead a team that leverages technology, workplace design, hospitality and business services to deliver a best-in-class workplace experience environment for approximately 6000 employees across multiple locations.This position reports to and supports the Managing Director of Global Workplace Experience & Operations.In this role, you will have oversight of daily operations and supervision of the Americas team to deliver:

• Workplace Services for employees and visitors, including hoteling/agile working management, Condeco/room booking oversight, reception, conference center, pantry service, catering orders, onboarding, and meeting/event management.
• Operations services such as facilities management, security, repairs and maintenance, space utilization (hoteling/moves/adds/changes), mail/print/supplies, emergency preparedness, contingency plans and vendor management.
• Overhead expense operating budget development, forecasting, monitoring, variance analysis and expense control activities.

This role requires the ability to collaborate effectively on a peer basis with many corporate functions - including Global Real Estate (GRE), Information Technology Group (ITG), Human Resources (HR), Finance, Marketing - as well as FTI's diverse range of consulting practice groups.The ideal candidate will have national/Americas-wide experience, be forward-thinking and hospitality-focused, have comfort working with emerging workplace technology and the ability to support facilities management and operations in a fast-paced environment.The Senior Director will need to have proven expertise leading teams to deliver high touch internal/external customer experiences. They must possess superior knowledge of multiple functions and principles, including F&B, conference services, mail, and project management, as well as experience with space utilization (moves/restacks/shared workplace) strategy and technology. They will have a proven ability to plan and manage operational processes for maximum efficiency and productivity and demonstrated relationship management skills and the ability to communicate effectively with colleagues and vendors at all professional levels. They must have the ability to maintain a professional, composed demeanor, and to diplomatically deal with challenging situations to resolve or escalate with leadership as needed. The ideal candidate is a leader with strong integrity, accountability, and respect for individuals at all levels.What You'll DoTeam management and development

• Manage, train, and motivate workplace experience team to exceed expectations and deliver excellence across the suite of services within our portfolio.
• Design and help implement playbooks, guidelines, best practices, and standards for WPX and cross-functional service teams.
• Responsible for Talent Management needs of team, including recruitment, training, development, employee relations, performance management and compensation.

Workplace services - Oversight of the following services/functions

• Hoteling/agile working space management.
• Colleague/visitor reception and guest services.
• New hire onboarding - greet, ID badge, Condeco setup, office tours, general questions.
• Condeco/seating - facilitate and monitor utilization, troubleshooting, assist in problem resolution.
• Pantry/lounge service - order food, beverage, and supplies; restock, maintain readiness and cleanliness.
• Office supplies - order office supplies and business cards; restock, maintain readiness and cleanliness.
• Facilities management - coordinate repairs, maintenance and deliveries with building and all vendors.
• Print production and mail/courier services.
• Vendor management - management of outsourced partners and national consumables programs.

Financial management

• Develop with WPX team annual overhead operating budgets for each location.
• Review expenses monthly, develop variance explanations, support forecasting/re-forecasting needs.
• Develop business cases.
• Identify cost saving opportunities e.g., supplies, in-house consumables.
• Review and approve invoices as needed.

Hospitality and event management

• Oversee assignment, set-up, and usage of conference rooms.
• Track and monitor conference room usage, perform data and trend analysis, provide status updates of on-site logistics, coordinate daily revisions, and manage workflow to service groups.
• Oversee/spot-check overall appearance, cleanliness, and accuracy of set-up (configuration, F&B, AV/Technology) within the conference rooms to ensure internal client needs and departmental standards are met.
• Senior point of contact to plan meetings and events (onsite and externally) to support business and workplace experience objectives. Examples include segment meetings/events, executive meetings/town halls, colleague engagement events such as holiday and promotion/recognition events, as well as recruiting and client events.

Space optimization, property and operations management

• Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience.
• Observe floor operations and user behaviors to suggest strategic changes to enhance the workplace experience.
• Ensure space optimization practices, tools and processes are updated and operating accurately, conduct quality assurance checks.
• Effectively solve space-related conflicts to ensure an elevated user experience.
• Serve as escalation point for service delivery breakdowns, issues, colleague feedback. Resolve issues and ensure follow through, engaging leadership when necessary.
• Foster and maintain relationships with external vendors/service providers.
• Engage and manage work provided by a variety of external vendors for workplace and facilities services.
• Identify required office maintenance and upgrades, budget and implement as such.
• Identify opportunities to implement processes, projects, programs that reduce short and long-term operating costs.
• Work with Health & Safety, Safety and Security team to deliver.

Workplace technology

• Partner with ITG and GRE for implementation and support of technology tools/solutions that are incorporated into the onsite and hybrid work experience, such as audio visual, Teams/Zoom/WebEx, DataWatch, Condeco, Tableau, Service Now etc.

Project delivery

• Partner with Global Real Estate (GRE) on providing input and on the ground support on major projects, office moves and buildouts.
• Liaise between GRE team and local business unit leaders, on all matters related to long-term space planning, workplace & location strategies, design & construction, and related GRE topics.
• Develop and execute change management road map to support renovations, moves and other projects to ensure successful implementation.
• Partner with Information Technology Group (ITG) on implementation of any equipment or technology platform enhancements.

Performance excellence

• Deliver high-level customer satisfaction by working closely with stakeholders at all levels.
• Set and administer policies and service standards to ensure appropriate controls and efficiencies.
• Effectively manage, update and report on financial performance of office(s) in portfolio.
• Review and approve all spend activity that rolls-up under this budget.
• Set, track and report on KPIs, SLAs and other performance metrics for internal services, such as AV support, meeting & event support, print & document services, reception, workspace usage, maintenance, repairs, etc.

Regional Leader

• Serve as an escalated POC (point-of-contact) for assistance with resolution of Workplace issues for your portfolio.
• Mentor and develop local workplace staff to improve consistency within and across shared and direct office operations, budget planning and spend.
• Identify systemic issues and duplication of services to standardize best practices.

How You'll GrowWe are committed to investing and supporting you in your professional development and we have developed a range of programs focused on fostering leadership, growth and development opportunities. We aim to promote continuous learning and individual skills development through on-the-job learning, self-guided professional development courses and certifications. You'll be assigned a dedicated coach to mentor, guide and support you through regular coaching sessions and serve as an advocate for your professional growth.Basic QualificationsWhat You Will Need To Succeed

• 10 years of related experience in operations/facilities management and/or hospitality service, with a demonstrated progression to greater levels of responsibility and leadership.
• Bachelors' Degree.
• Proficiency in Excel, Word, and PowerPoint.
• Experience planning events such as holiday and recognition celebrations, segment group meetings, training events, town halls, etc.
• Ability to travel to FTI office(s) as needed.
• Applicants must be currently authorized to work in the United States on a full-time basis; the employer will not sponsor applicants for work visas.

Preferred Skills

• Experience with Condeco or similar space management system.

Total WellbeingOur goal is to support the wellbeing of you and your families-physically, emotionally, and financially. We offer comprehensive benefits such as the following:

• Competitive total compensation, including bonus earning potential.
• Full package of benefits plans, including medical, dental, and vision coverage along with life and disability insurance.
• Generous paid time off and holidays.
• Company matched 401(k) retirement savings plan.
• Potential for flexible work arrangements.
• Generous paid parental leave with available planning tools, virtual expert coaching services and flex return support.
• Family care benefits, including back-up child/elder care.
• Employee wellness platform.
• Employee recognition programs.
• Paid time off for volunteering in your community.
• Corporate matching for charitable donations most important to you.
• Make an impact in our communities through company sponsored pro bono work.
• Professional development and certification programs.
• Free in-office snacks and drinks.
• Free smartphone and cellular plan (if applicable).
• FTI Perks & Discounts at retailers and businesses.
• Upscale offices close to public transportation.

About FTI ConsultingFTI Consulting, Inc. is the leading global expert firm for organizations facing crisis and transformation, with more than 8,300 employees located in 34 countries and territories. Our broad and diverse bench of award-winning experts advise their clients when they are facing their most significant opportunities and challenges. The Company generated $3.49 billion in revenues during fiscal year 2023. In certain jurisdictions, FTI Consulting's services are provided through distinct legal entities that are separately capitalized and independently managed. FTI Consulting is publicly traded on the New York Stock Exchange. For more information, visit www.fticonsulting.com and connect with us on Instagram and LinkedIn.FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.Compensation Disclosure: Actual compensation is determined based on a wide array of relevant factors including market considerations, business needs, and an individual's location, skills, level of experience, and qualifications.#J-18808-Ljbffr