Workplace Experience Support Supervisor

RSM US LLP•New York, NY

2d•$66,100 - $110,000•Onsite

About The Position

The Workplace Experience Support Supervisor oversees an ESS operations and facilities team for an assigned location, coordinating workplace experience support across facilities, hospitality, and office operations. The role helps ensure appropriate office coverage and maintains the building environment, appearance, and safety, along with the upkeep of equipment and supplies and delivery of related support services. It also contributes to planning and coordinating events and meetings. The supervisor oversees daily office operations and the delivery of colleague workplace experiences, including visitor management, safety, hospitality, reception, and facilities management. Services are delivered in line with workplace experience support playbooks, firm policies, and guidelines. Working with workplace experience support and other ESS and firm leaders, the supervisor helps identify process improvements and efficiencies, contributes ideas to evolve processes and support services, and advises office leadership about operational best practices and changes affecting local processes. The position leads and develops team members, coordinates work and resources, manages service escalations and projects, and helps ensure consistent, timely, and quality support for internal and external clients. It is onsite five days per week, Monday through Friday.

Requirements

Associate degree or at least two years of experience in a related field.
At least four years of relevant experience in a related field or area.
At least two years of increasing responsibility.
One to three years of demonstrated experience managing multiple low- to moderate-risk projects.
Ability to communicate effectively with diverse audiences and interact with multiple levels of leadership.
Advanced Microsoft Office skills and ability to learn firm programs and software.
Strong grammar and proofreading skills.
Ability to prepare presentations, including charts, graphics, tables, speaker notes, and handouts.
Ability to problem-solve in a fast-paced, deadline-driven environment and manage multiple tasks and projects.
Ability to apply technical and procedural requirements based on knowledge and experience in the relevant specialization.
Strong organization, prioritization, time-management, attention-to-detail, and people skills.
Ability to influence a diverse population, manage workflow and expectations, and provide guidance and training.
Professional judgment and emotional intelligence.
Ability to lift up to 40 pounds and stand for extended periods.
Punctuality and ability to adapt to changing schedules.
Ability to convey instructions clearly and concisely and respond when required.
Maintain professionalism in demeanor, conversation, and dress.
Ability to respond positively to change and model change while demonstrating client service, decision-making, conflict-resolution, and critical-thinking skills.
Ability to attract, lead, motivate, and retain a team through guidance and feedback.
Ability to collaborate with peers across the enterprise, particularly during peak periods, and with sub-function leadership during business planning.
Ability to facilitate discussions with leaders, understand team dynamics, manage at a macro level, and identify when a more detailed approach is needed.
Ability to supervise, direct, and analyze the results of programs, projects, or assignments.
Ability to help build a diverse and inclusive culture, build trust, coach informally, and provide on-the-job training.

Nice To Haves

At least six years of relevant experience in a related field or area.
Bachelor’s degree.
Experience with project management tools.
Prior supervisory experience.

Responsibilities

Supervise day-to-day ESS projects and tasks at the assigned location, ensuring quality, efficiency, consistent service, and use of workplace experience support playbooks.
Collaborate with ESS leaders, operational leaders, and stakeholders to define goals, schedules, resources, equipment, supplies, and deliverables.
Supervise, guide, develop, train, and monitor the workflow and work quality of the location ESS team.
Coordinate daily workload and resources with other workplace experience support personnel, supervisors, and managers.
Monitor schedules and resource utilization, and facilitate adjustments based on expertise, experience, specialization, and business priorities.
Act as an escalation point for service requests involving support, supplies, equipment, or other business needs, and communicate with internal clients.
Participate in projects and maintain stakeholder relationships to help meet business needs.
Recommend service providers by evaluating internal resources, building maintenance providers, vendors, and contractors based on cost and scope of work.
Ensure projects are delivered on time, identify risks and issues, and take or escalate corrective action to keep services within schedule, budget, and scope.
Support operational leadership on projects, best practices, process definition, and stakeholder collaboration.
Maintain project documentation, including identifying, evaluating, planning, monitoring, and following up on active projects and reconciling office purchase card activity.
Build relationships with local leadership, firm client service teams, and ESS to align business and client needs with ESS support.
Provide input on resource forecasting and assist with interviewing, selection, orientation, onboarding, and training of team members at certain levels.
Provide sensitive information and reporting to location leadership with discretion, and execute priorities set by firm, location, and ESS leadership.
Contribute to automation and process improvement through technology, reporting, and data analysis.
Implement playbook best practices and process improvements to support effective, consistent services.
Foster an inclusive, growth-oriented environment that supports employee engagement and retention.
Provide input on training development, train team members, participate in knowledge sharing, and direct others to development opportunities.
Serve as a performance advisor by communicating expectations, providing ongoing feedback, and supporting employee development plans and growth opportunities.
Perform other duties as assigned.