Oliver Wyman - Workplace Experience Manager- New York

Marsh McLennan•New York, NY

3d•$79,000 - $116,000•Hybrid

About The Position

Oliver Wyman is seeking an experienced, people-focused Workplace Experience Manager to lead the day-to-day workplace experience for their New York office and provide oversight for a portfolio of additional offices. This is a highly visible, onsite leadership role for someone who combines strong operational discipline with a genuine hospitality mindset. The successful candidate will lead and develop the local Workplace Experience team, oversee workplace operations and service delivery, build trusted relationships with senior leaders and employees, and continuously improve the workplace experience. Success requires someone who is approachable, proactive, service-oriented, comfortable taking ownership, and able to operate with a high degree of independence in a fast-paced professional environment. This is a hybrid role that requires 3 days per week in their midtown NYC office. There is no option to be fully remote.

Requirements

7+ years of experience in Workplace Experience, hospitality, facilities, office operations, corporate real estate, or a related field.
3+ years of people leadership experience, including demonstrated success coaching, developing, and managing employees.
A strong hospitality and service mindset, with a track record of creating welcoming, responsive, high-quality experiences.
Experience leading workplace operations in a complex, fast paced, and highly professional environment.
Demonstrated ability to build trusted relationships and work effectively with senior executives, business leaders, employees, clients, and external partners.
Strong executive presence, interpersonal skills, and professional judgment.
A warm, approachable, and collaborative leadership style with the ability to energize and positively influence a team.
Strong organizational and project-management skills, with the ability to manage competing priorities and respond calmly when circumstances change.
Experience managing operating budgets, monitoring expenses, and maintaining appropriate financial discipline.
Experience working with established vendors and service providers and holding partners accountable for service quality.
Experience supporting space planning, office moves, renovations, construction, or other workplace projects.
Working knowledge of workplace health and safety, security, emergency preparedness, and business continuity practices.
Strong written and verbal communication skills.
Demonstrated ability to identify problems, exercise sound judgment, take ownership, and implement practical solutions.
Comfort operating with a high degree of independence while knowing when to collaborate or escalate.
Bachelor’s degree or equivalent combination of education and relevant professional experience.

Responsibilities

Champion a hospitality mindset across the workplace, creating a welcoming, polished, and highly responsive experience for employees, clients, candidates, and visitors.
Maintain a visible and approachable presence in the office, build relationships across all levels of the organization, and develop a strong understanding of employee and business needs.
Anticipate workplace needs, remove friction, and take ownership of issues through resolution rather than waiting for problems to escalate.
Establish and continuously raise service standards across reception, meeting spaces, workplace presentation, and other employee-facing services.
Partner with internal stakeholders to support office events, employee engagement activities, town halls, client meetings, and other important workplace experiences.
Gather feedback from employees and stakeholders and translate insights into practical improvements across New York and the additional offices within the Manager’s portfolio.
Lead, coach, and develop the New York Workplace Experience team, initially consisting of two team members, while ensuring appropriate coverage and service continuity.
Set clear expectations and service standards and model the professionalism, judgment, responsiveness, hospitality, and ownership expected of the broader Workplace Experience team.
Provide regular coaching, feedback, and development opportunities that build employees’ skills, confidence, and careers.
Manage the full employee lifecycle, including recruiting, onboarding, performance reviews, recognition, and performance management when needed.
Create an inclusive, collaborative, and accountable team culture in which employees are empowered to solve problems and continuously improve the workplace experience.
Lead the day-to-day operation of the New York workplace, ensuring the office is safe, welcoming, clean, secure, functional, and consistently maintained to a high standard.
Provide oversight and guidance for Workplace Experience delivery across additional offices within the assigned portfolio, ensuring consistent service standards.
Serve as a primary point of contact for workplace issues and coordinate with Facilities Management, Real Estate, Security, Technology, Human Resources, Finance, and other internal teams to resolve concerns and service disruptions promptly.
Oversee workplace service providers and internal partners, holding them accountable for agreed service levels, quality, and responsiveness.
Manage the Workplace Experience operating budget, including forecasting, expenditure, invoice review, procurement, and appropriate financial controls.
Maintain accurate workplace documentation, procedures, occupancy information, operational records, and required data, support space planning, internal moves, and evolving business requirements.
Ensure compliance with applicable health and safety, security, emergency preparedness, fire safety, and business continuity requirements, and act as a key local resource during workplace incidents or disruptions.
Lead or support workplace projects including office moves, renovations, workplace refreshes, space changes, construction activity, and future office openings or expansions.
Partner with Real Estate, Facilities, Technology, Finance, and business stakeholders to translate business needs into practical workplace solutions and deliver projects with appropriate attention to employee experience, cost, timing, and quality.
Manage multiple projects and priorities simultaneously while maintaining clear communication with affected stakeholders.
Identify opportunities to improve workplace systems, processes, services, and ways of working; support regional and global initiatives and share best practices across the Workplace Experience community.
Use sound judgment to balance employee experience, operational requirements, budget considerations, and business priorities.