Americas Workplace Experience Lead, Sr. Director

FTI Consulting•Washington, DC

About The Position

The Americas Head of Workplace Experience 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 oversight of our Washington DC HQs. 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 collaborates with the Managing Director of Global Workplace Experience. 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, space booking operational 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 come with a proven track record of multi-site management and be ready for their next career progression to a region wide role or already come armed with national/Americas-wide experience., The candidate will 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.

Requirements

10+ years of total experience
Minimum of 3+ years of related experience in national operations/national facilities management and/or hospitality service, with a demonstrated progression to greater levels of responsibility and leadership.
Bachelors’ Degree required.
Proven expertise leading teams to deliver high touch internal/external customer experiences.
Superior knowledge of multiple functions and principles, including F&B, conference services, mail, and project management.
Experience with space utilization (moves/restacks/shared workplace) strategy and technology.
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.

Nice To Haves

Proven ability to plan and manage operational processes for maximum efficiency and productivity.
Demonstrated relationship management skills and the ability to communicate effectively with colleagues and vendors at all professional levels.
Proficiency in Excel, Word, and PowerPoint.
Experience with Eptura or similar space management system preferred.
Experience planning Events such as Holiday and Recognition Celebrations, Segment Group Meetings, Training Events, Town Halls, etc.
Ability to maintain a professional, composed, demeanor, and to diplomatically deal with challenging situations to resolve or escalate with leadership as needed.
Leader with strong integrity, accountability, and respect for individuals at all levels.

Responsibilities

Manage, train, and lead Workplace Experience team to exceed expectations and deliver excellence across the suite of services within our portfolio.
Design and lead the implementation of playbooks, guidelines, best practices, and standards for WPX and cross-functional service teams.
Coordinate Talent Management needs of the team, including recruitment, training, development, employee relations, performance management and compensation.
Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience.
Oversight and governance of our national partners Workplace experience services including hospitality, concierge and reception, hoteling/agile working, office services, facilities and communications, landlord engagement, sustainable practices
Partnering with Health, Safety and Security team to deliver key initiatives and protocols
Partner with ITG and Real Estate for implementation and support of Technology tools/solutions that are incorporated into the onsite and hybrid work experience, such as Audio Visual, Teams/WebEx, DataWatch, Genetec, Eptura.
Stakeholder management and reporting and serving as an escalated point-of-contact for assistance with resolution of Workplace issues for your region
Develop with WPX team annual overhead operating budgets for each location
Review expenses monthly, oversee variance explanations, support forecasting/re-forecasting needs
Develop WPX business cases for real estate scenarios
Identify cost saving opportunities e.g., supplies, in-house consumables
Partner with Global Real Estate (GRE) on providing design input and coordinating on the ground workplace support on capital projects, office moves and buildouts.
Liaise between GRE team and Workplace on all matters related to long-term space planning, workplace & location strategies and design standards
Execute change management road map to support renovations, moves and other projects to ensure successful implementation