Team Manager, Workplace Ambassador Services

TD•Montreal, QC

1d•CA$69,700 - CA$98,400•Onsite

About The Position

The 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 Team Manager, Workplace Ambassador Services leads a team of Workplace Ambassadors across multiple locations, driving service excellence, operational consistency, colleague satisfaction, and workplace readiness. This role combines people leadership, workplace operations, and relationship management to ensure the program delivers a best-in-class colleague experience while supporting evolving business needs.

Requirements

Post-secondary education in Business, Hospitality, Workplace Services, Facilities Management, Operations, or a related discipline, or equivalent experience.
5+ years of experience in workplace services, hospitality, facilities operations, customer experience, retail operations, or a related field.
2+ years of people leadership experience with demonstrated success leading front-line or service-oriented teams.
Strong coaching, performance management, and employee development capabilities.
Proven ability to manage multiple priorities within a fast-paced, highly visible environment.
Strong relationship management and stakeholder engagement skills.
Excellent communication, problem-solving, and decision-making abilities.
Experience leading operational improvements and driving service excellence initiatives.
Proficiency with Microsoft Office applications and workplace technology platforms.

Responsibilities

Lead, coach, and develop a team of Workplace Ambassadors across multiple floors, buildings, or locations.
Foster a culture of hospitality, accountability, collaboration, and continuous improvement.
Conduct performance management activities, coaching conversations, career development planning, and recognition initiatives.
Support recruitment, onboarding, workforce planning, scheduling, and succession planning activities.
Ensure ambassadors are equipped with the training, tools, and guidance needed to deliver exceptional workplace experience.
Ensure consistent execution of Workplace Ambassador service standards across assigned locations.
Conduct regular site inspections and operational reviews to maintain a welcoming, safe, and well-functioning workplace.
Monitor service delivery, identify improvement opportunities, and implement solutions that enhance colleague experience and operational efficiency.
Act as an escalation point for complex workplace concerns, service disruptions, and operational issues.
Manage workforce allocation and service coverage to ensure resources are effectively deployed across locations.
Monitor operational metrics, service requests, and workplace performance indicators.
Ensure timely resolution of facilities, technology, and workplace-related issues through partnership with internal service providers.
Ensure compliance with workplace policies, safety standards, and governance requirements.
Build and maintain relationships with local business leaders and workplace stakeholders to understand colleague needs and workplace priorities.
Partner with the larger Campus Experience team to execute workplace experience initiatives that foster colleague connection, engagement, and belonging.
Oversee the execution of workplace programming; employee engagement activities and "surprise and delight" experiences delivered by Workplace Ambassadors.
Encourage Workplace Ambassadors to actively engage with colleagues, gather feedback, identify needs, and build meaningful workplace relationships.
Foster a culture where Workplace Ambassadors act as visible community builders and trusted workplace resources.
Support implementation of new workplace programs, technologies, service enhancements, and operational changes.
Identify opportunities to improve processes, streamline operations, and enhance service consistency.
Act as a change champion, helping teams adapt to evolving workplace strategies and business priorities.