Senior Workplace Experience Ambassador

Senior Workplace Experience Ambassador

Overview

The Senior Workplace Experience Ambassador is responsible for delivering an exceptional, hospitality‑focused workplace experience through proactive engagement, high‑touch service, and strong partnership with internal teams and service providers. This is a highly visible, client‑facing role supporting a portfolio of workplace locations and serving as a key point of contact for employee experience, service delivery, and day‑to‑day workplace operations.

This role is ideal for someone who brings strong people skills, leadership experience, and a passion for creating welcoming, well‑run workplace environments.

Key Responsibilities

Workplace Experience & Client Support

• Serve as the on‑site Workplace Experience contact for employee and guest inquiries, issues, troubleshooting, and feedback
• Build meaningful relationships with employees and guests to anticipate needs and deliver intuitive, high‑quality service
• Conduct regular walkthroughs of the workplace to assess service delivery, identify opportunities for improvement, and ensure compliance with service standards
• Ensure timely response and follow‑up to all requests or issues to maintain a consistently positive workplace experience
• Support workplace programming and initiatives designed to reduce friction and enhance employee satisfaction

Leadership & Team Support

• Lead, coach, and inspire a team of Workplace Ambassadors to consistently deliver exceptional customer service
• Support onboarding, scheduling, timekeeping, delegation, coaching, and team development
• Foster a positive, collaborative culture focused on service excellence and accountability
• Develop, document, and maintain standard operating procedures and playbooks

Operations & Service Delivery

• Partner with internal teams and third‑party service providers (e.g., food service, mailroom, vendors) to ensure seamless service delivery
• Assist with client events, meetings, training sessions, and catering support as needed
• Serve as a concierge point of contact for internal and external events
• Support data collection, reporting, and performance tracking to align with workplace and organizational goals
• Assist with administrative support, work order management, and operational documentation
• Identify potential risks and escalate issues as appropriate to prevent service disruptions, security incidents, or privacy concerns
• Continuously seek opportunities to improve processes, tools, and service delivery through innovation and best practices

Qualifications

• Bachelor’s degree or equivalent experience
• 5+ years of relevant experience in hospitality, workplace experience, facilities management, property management, or a related environment
• Strong leadership, communication, and relationship‑building skills
• Ability to adapt quickly to new technology, systems, and workplace tools
• Proficient in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, Outlook)
• Highly organized, proactive, and service‑oriented