Manager, Workplace Ambassador Services

TD•Toronto, ON

1d•CA$81,600 - CA$115,200•Onsite

About The Position

Our Enterprise Real Estate team helps build our business from the ground up in all the communities we serve. In this dynamic space, the team designs, develops, and manages our corporate real estate portfolio while creating exceptional workplace experiences that enable colleagues to connect, collaborate, and perform at their best. The Workplace Ambassador Program is a key component of the workplace experience strategy, delivering hospitality-focused services, operational support, colleague engagement, and workplace readiness across TD's corporate portfolio. Workplace Ambassadors serve as the local face of Enterprise Real Estate, helping create welcoming, seamless, and engaging workplace environments. The Manager, Workplace Ambassador Services is responsible for the strategic leadership, operational management, and continuous evolution of the Workplace Ambassador Program across an assigned portfolio of locations. This role leads a team of Team Managers and Workplace Ambassadors, ensuring consistent service delivery, operational excellence, colleague satisfaction, and alignment to Enterprise Real Estate objectives. As the program owner, the Manager establishes service standards, workforce strategies, operational processes, and governance practices that support a best-in-class workplace experience. The role partners closely with business leaders and cross-functional stakeholders to ensure workplace services continue to meet evolving colleague and business needs.

Requirements

Undergraduate degree or equivalent experience in Business, Hospitality, Facilities Management, Workplace Services, Operations, or a related field.
7+ years of experience in workplace services, hospitality, operations, facilities management, customer experience, or a related discipline.
3+ years of progressive people leadership experience managing large teams and/or leaders.
Proven ability to lead multi-site service operations in a complex corporate environment.
Strong stakeholder management and executive communication skills.
Demonstrated success leading organizational change and operational transformation initiatives.
Excellent analytical, strategic thinking, and problem-solving capabilities.
Advanced proficiency with Microsoft Office Suite and workplace technology platforms.

Responsibilities

Manage the holistic Workplace Ambassador Program operating model and service framework across assigned locations.
Establish and continuously evolve service standards, operating procedures, and performance expectations.
Identify opportunities to improve colleague experience, operational efficiency, and service consistency.
Act as the subject matter expert for Workplace Ambassador services and support workplace transformation initiatives.
Lead, coach, and develop Team Managers and Workplace Ambassadors.
Create a culture of hospitality, accountability, inclusion, and service excellence.
Oversee workforce planning, staffing models, recruitment, onboarding, succession planning, and talent development.
Provide ongoing coaching, performance management, and career development support.
Drive colleague engagement and foster a high-performing team culture.
Serve as the primary relationship manager for business stakeholders and key workplace partners.
Gather stakeholder feedback and translate business requirements into service enhancements.
Manage escalations, complex service issues, and workplace concerns requiring leadership intervention.
Ensure consistent execution of Workplace Ambassador services across all supported locations.
Oversee resource allocation and workforce deployment to maximize efficiency and service coverage.
Establish governance processes to monitor service quality, workplace readiness, and operational performance.
Conduct regular site reviews, audits, and program assessments to identify service improvement opportunities.
Monitor service metrics and colleague feedback to measure program effectiveness and drive continuous improvement.
Ensure compliance with workplace policies, safety requirements, and operational standards.
Partner with the Manager, Campus Experience Strategy and broader Workplace Experience team to execute workplace engagement initiatives that strengthen colleague connection, culture, and community across assigned locations.
Translate enterprise workplace experience strategies into meaningful, locally relevant experiences that enhance colleague engagement and office vibrancy.
Leverage Workplace Ambassadors as the eyes and ears of the workplace, gathering colleague insights, feedback, and emerging needs to help shape future experience offerings.
Monitor colleague feedback, participation trends, and workplace sentiment to identify opportunities for continuous improvement and enhanced service delivery.
Work closely with Experience Strategy leaders to pilot innovative workplace concepts, engagement programming, and service enhancements that support evolving colleague expectations.