Workplace Experience Site Services & Operations Manager

Capital Group•New York, NY

10d•$133,471 - $213,554•Onsite

About The Position

As a Workplace Experience Site Services & Operations Manager, you’ll lead a high-performing team responsible for delivering exceptional workplace experiences across multiple locations in New York City. This includes overseeing full-site operations across reception, events, hospitality and workplace coordination, while ensuring services meet associate expectations and support Capital Group’s business priorities. In this role, you’ll serve as the primary onsite escalation point and manage daily coverage, shifting priorities and high-visibility operational needs. You’ll use reporting, client feedback and key performance indicators to identify opportunities, strengthen service delivery and drive site-level improvements and change adoption. You’ll manage onsite vendor performance through regular check-ins, clear expectations and corrective action when needed. This role partners closely with internal stakeholders and external service providers, escalates significant contract or performance issues and supports the effective adoption of workplace tools and technology. As a people leader, you’ll coach and develop the team, set clear expectations and build succession through intentional skill development. You’ll model inclusive leadership, support engagement programs and help associates navigate conflict with care, sound judgment and professionalism.

Requirements

Experience leading workplace, hospitality, facilities or site operations, with an understanding of how to deliver consistent, high-quality service in a dynamic environment
Proven people leadership or mentoring experience, including coaching, developing and supporting high-performing teams
Ability to manage daily operations across multiple locations, balance shifting priorities and step in as a hands-on leader when needed
Strong communication and critical thinking skills, with the ability to build trusted relationships with associates, leaders, vendors and external partners
Ability to manage vendor performance, set clear service expectations and address concerns promptly to maintain a strong associate and client experience
Uses reporting, key performance indicators, client feedback and operational insights to prioritize improvements and strengthen performance
Comfort using workplace tools and supporting technology adoption to improve service delivery, reporting accuracy and compliance
Inclusive, caring and accountable leadership style, with the ability to coach others through conflict, change and evolving business needs
Innovation and creativity in day-to-day work, with the ability to operate at both strategic and operational levels while maintaining strong attention to detail
Commitment to delivering a best-in-class associate and client experience that reflects Capital Group’s values

Responsibilities

Overseeing full-site operations across reception, events, hospitality and workplace coordination
Ensuring services meet associate expectations and support Capital Group’s business priorities
Serving as the primary onsite escalation point
Managing daily coverage, shifting priorities and high-visibility operational needs
Using reporting, client feedback and key performance indicators to identify opportunities, strengthen service delivery and drive site-level improvements and change adoption
Managing onsite vendor performance through regular check-ins, clear expectations and corrective action when needed
Partnering closely with internal stakeholders and external service providers
Escalating significant contract or performance issues
Supporting the effective adoption of workplace tools and technology
Coaching and developing the team
Setting clear expectations
Building succession through intentional skill development
Modeling inclusive leadership
Supporting engagement programs
Helping associates navigate conflict with care, sound judgment and professionalism