Director, Workplace Experience

College Board • New York, NY

1d • $100,000 - $130,000 • Onsite

About The Position

The Director, Workplace Experience leads the Workplace Experience (WX) function across College Board’s New York City, Reston, Virginia, and San Juan, Puerto Rico offices. The role sets standards for a safe, welcoming, service-oriented workplace and is accountable for the experience of employees and visitors across all three locations. The Director is a visible, hands-on leader who manages the Assistant Directors and their teams, works closely with senior leaders, and uses operational data to guide decisions. The role is based on-site in New York City five days per week, with occasional business travel and travel to other offices as needed.

The Director leads team performance and development, establishing aligned priorities, measurable goals, clear role ownership, and staffing and vendor models that respond to changing office attendance. The position owns the New York office experience, including day-to-day service, events and VIP visits, building and security escalations, health and safety protocols, physical security, access control, space and meeting support, equipment standards, and special office programs. The Director also stewards the budget, manages vendors and building partners, establishes documented service standards, and partners with Procurement, Finance, IT, the Office of the CEO, and other stakeholders.

The role leads cross-location data collection and reporting, including attendance, spending, room usage, service requests, satisfaction, and vendor performance. It maintains workplace platforms and uses reporting and benchmarking to develop actionable recommendations. The position requires a service-first approach, sound judgment with confidential information, strong facilities operations expertise, and the ability to perform hands-on tasks such as moving furniture and setting up rooms.

Requirements

• 8–10 years managing teams in a high-volume, service-driven environment such as hospitality, workplace experience, corporate services, or events, including experience leading supervisors or managers.
• Hospitality-forward, service-first mindset and willingness to take on hands-on tasks.
• Ability to set high expectations, provide timely evidence-based feedback, and coach team members to grow and achieve impact.
• Experience delivering consistent, high-quality in-office experiences in a hybrid environment with significant day-to-day attendance changes.
• Experience managing vendors, contracts, property management, and building teams, including enforcing documented service standards and independently resolving escalations.
• Confidence engaging senior leaders and executives, advocating for operational needs, and exercising sound judgment amid competing priorities.
• Budgeting skills and ability to analyze and present attendance, spending, and survey data and turn it into recommendations.
• Comfort with workplace tools such as Robin or similar booking platforms, Slack, and AV systems.
• Proven facilities operations expertise, including contracts, insurance requirements, building security, and emergency protocols.
• Sound judgment when handling confidential information.
• Ability to travel 3–5 times a year to College Board offices or for College Board business.
• Ability to lift up to 50 lbs, stand for extended periods of up to four hours at a time, and occasionally bend, reach, or kneel.
• Passion for expanding educational and career opportunities and for mission-driven work.
• Curiosity about emerging technologies, willingness to experiment with and adopt AI-driven solutions, and ability to learn and apply new digital tools independently.
• Clear and concise written and verbal communication skills.
• Learner’s mindset, commitment to growth, openness to diverse perspectives and feedback, and continuous improvement through learning and user input.
• Drive for impact and excellence, including solving complex problems, making data-informed decisions, prioritizing effectively, and benchmarking externally.
• Collaborative and empathetic approach, ability to work across differences, foster trust, and contribute to shared success.
• Authorization to work in the United States.

Responsibilities

• Lead and manage the five-person Workplace Experience team across New York, Reston, and San Juan.
• Set team priorities and SMART goals aligned with College Board’s broader five-year plan, track progress, and adjust based on feedback and results.
• Coach team members, maintain clear role charters and coverage plans, and ensure consistent service standards across offices.
• Build staffing and vendor models that account for attendance peaks, especially on Tuesdays and Wednesdays.
• Collaborate as a member of the Talent Leadership team and protect confidential information.
• Travel to Reston and San Juan when an on-site presence is needed.
• Own and improve the New York in-person experience for employees and visitors from arrival through departure.
• Provide hands-on leadership in the New York office, including greeting people, resolving problems, moving furniture, and setting up rooms.
• Coordinate seamless retreats, board meetings, and VIP visits with the team and event planners.
• Serve as the senior escalation point for building management, security, and executive stakeholders.
• Set programming direction, prioritizing core workplace services before events.
• Ensure health, safety, and emergency protocols are in place across all three offices.
• Establish policies for physical security, access control, space management, meeting support, and building and equipment standards.
• Coordinate with technology colleagues to clarify responsibilities and ensure office technology equipment works.
• Oversee special office programs and projects, including archive and records initiatives.
• Steward the budget across all three offices, review variances, and make investment decisions using attendance, usage, and satisfaction data.
• Manage vendors, building management, and maintenance teams against clear service standards.
• Partner with Procurement on vendor contracts and establish documented SLAs and quarterly performance reviews for key vendors.
• Partner with the Office of the CEO, Finance, and IT on priorities dependent on the on-site experience.
• Build and maintain a unified cross-location dashboard covering measures such as attendance, spend per attendee, room usage, request volume and resolution time, and satisfaction.
• Use regular pulse surveys and check-ins to establish baselines, inform reporting, and generate insights.
• Benchmark workplace and hospitality operations and report monthly to the SVP and Talent on attendance, spending, survey results, service levels, and vendor performance.
• Provide actionable insights and recommendations with reports.
• Own workplace platforms such as Robin, Jira, and Datawatch, and use them to produce executive-ready utilization reports that guide decisions and support colleague safety.

Benefits

• Competitive compensation based on qualifications, experience, impact, and market data.
• Comprehensive benefits package.
• Meaningful career and supportive team.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed