Workplace Experience Director

ZS • Boston, MA

10d • Hybrid

About The Position

The Workplace Experience Director leads a broad workplace experience function across multiple offices, locations, or service areas. The role is responsible for service delivery, manager effectiveness, team capacity, vendor performance, and operational consistency. It drives alignment in workplace standards and service practices across locations, strengthens leadership across workplace teams, and owns cross-office workplace standards, vendor governance, and service continuity to support a consistent workplace experience.

The director partners with senior stakeholders to align workplace services with business needs and leads managers and teams through operational planning, performance management, process improvement, and capability development. The position represents the workplace experience function in cross-functional discussions and fosters a collaborative, innovative, and professional team environment.

ZS uses a hybrid working model that combines work from home with on-site presence at client or ZS offices for the majority of the week. Travel is required for client-facing employees as needed by business and project needs. The position is not eligible for visa sponsorship; applicants must be authorized to work in the United States without requiring employer sponsorship now or in the future. A complete online application, including official or unofficial transcripts, is required.

Requirements

• University degree or equivalent experience.
• At least ten years of experience in the field, demonstrating advanced technical and operational expertise.
• Advanced technical and operational expertise in the relevant discipline, typically demonstrated through extensive experience leading managers, multi-team operations, or broad service portfolios.
• Ability to lead multiple teams, managers, or broad service areas to achieve operational goals that directly affect short- to mid-term functional performance.
• Ability to make decisions about resource allocation, workforce planning, process-improvement priorities, and service-delivery models.
• Ability to address complex cross-functional operational problems requiring significant analysis, stakeholder coordination, and judgment.
• Strong communication skills for regular engagement with senior internal stakeholders, external clients, vendors, and cross-functional partners.
• Must be authorized to work in the United States without employer sponsorship now or in the future.
• Submit an online application that includes a full set of official or unofficial transcripts.

Responsibilities

• Drive workplace experience delivery across multiple offices, locations, or service areas, ensuring consistent execution of services and alignment with operational priorities.
• Manage and develop manager-level and senior workplace talent through coaching, performance management, and development planning.
• Oversee staffing capacity, workload allocation, and service coverage across workplace teams to maintain service levels and operational responsiveness.
• Reinforce and elevate workplace service standards, operating practices, and employee experience expectations across the function.
• Partner with senior stakeholders to align workplace services strategy, office operations, and employee experience priorities with business needs.
• Coordinate across locations to address escalated workplace issues, service disruptions, and stakeholder concerns with broader operational impact.
• Own vendor governance across locations, including performance reviews, SLA adherence, renewal recommendations, and risk management.
• Oversee complex vendor relationships and service delivery issues across locations, ensuring alignment with service expectations and operational needs.
• Drive process improvements, standardization, and operational enhancements across workplace teams and locations.
• Guide managers in day-to-day team leadership, employee development, performance discussions, and workforce planning.
• Establish consistent approaches to onboarding, training, and capability building across workplace experience teams.
• Represent the workplace experience function in cross-functional discussions about office operations, employee experience, service continuity, and operational readiness.
• Cultivate a collaborative, innovative, and professional team environment.
• Perform other duties as assigned.

Benefits

• Comprehensive total rewards package supporting health and well-being, financial future, time away, and professional development.
• Skills-building programs, career progression paths, and internal mobility opportunities.
• Cross-functional skills development and custom learning pathways.
• Milestone training programs aligned to career progression opportunities.
• Hybrid working model combining work from home and on-site work at client or ZS offices.

What This Job Offers

• Job Type: Full-time
• Career Level: Director