VICE PRESIDENT EXPERIENCE

Compass Group•New York, NY

1d•$160,000 - $175,000

About The Position

Rapport is seeking a dynamic and strategic Vice President of Experience to lead workplace experience and operational excellence initiatives across a regional portfolio of premier financial services clients throughout New York City and additional markets as necessary. This role will serve as a senior experience leader focused on elevating hospitality, employee engagement, service culture, and operational performance across multiple client locations. The VP of Experience will partner closely with client stakeholders, on-site leadership teams, and cross-functional support partners to deliver consistent, hospitality-driven experiences that reflect Rapport’s commitment to service excellence and innovation. The ideal candidate brings a hospitality mindset, strong operational leadership, executive presence, and a passion for creating elevated workplace experiences within high-profile corporate environments.

Requirements

10+ years of leadership experience in hospitality, workplace experience, operational excellence, or corporate services Preferably in luxury hotel or hospitality setting
Proven success managing multi-site or regional operations within corporate, hospitality, or financial services environments
Strong executive presence and relationship management skills
Experience developing operational standards, KPIs, and service improvement initiatives
Ability to lead cross-functional teams within fast-paced, client-facing environments
Excellent communication, presentation, and strategic planning skills

Nice To Haves

Financial services or professional services experience preferred
Luxury hospitality or white-glove service background strongly preferred
Experience supporting premium workplace environments in New York City

Responsibilities

Lead and execute regional workplace experience strategies across multiple financial services accounts
Develop and elevate a luxury-inspired workplace hospitality culture by building service capabilities, experience programs, brand standards, and engagement initiatives that align with both Rapport’s service philosophy and each client’s organizational culture.
Drive operational excellence initiatives, service standards, and hospitality best practices across the portfolio
Develop and implement experience playbooks, SOPs, assessment tools, and KPI reporting frameworks
Partner with client leadership to identify opportunities that enhance employee engagement, workplace culture, and service delivery
Ensure consistent execution of white-glove hospitality standards across reception, events, amenities, culinary, and workplace services
Conduct operational reviews and leadership assessments to identify gaps and drive continuous improvement
Collaborate with training and operational teams to support team development, service consistency, and culture initiatives including a high frequency of on the job observation and coaching
Present operational insights, performance trends, and strategic recommendations during client business reviews
Act as a trusted advisor and senior escalation partner for experience-related initiatives and opportunities
Design and implement regional programs that enhance employee engagement, workplace satisfaction, and return-to-office experiences
Monitor, evaluate, and apply emerging workplace hospitality and experience trends, best practices, and service innovations to continually elevate the employee and guest experience.
Champion innovation, accountability, and a people-first service culture throughout the region