VP of Office Operations

About the role

Lead the operational approach to after-sales client experiences and employee workspace in our office locations. Build teams, processes, technology, and vendor relationships to provide efficient yet high-level standards for client and employee workspace experiences.. As a senior leader at the firm, the VP Outer Office Operations is a strategic thought leader within the organization.

What you'll do

• Develop and oversee training of Intake Office Coordinators (IOCs) and Managers of In Office Operations (MOOPs) so that they can service client needs effectively and efficiently.
• Ensure standard operating procedures are in place for IOCs and MOOPs that also adhere to and integrate with “home office” operational protocols.
• Ensure operational foundations are in place, including: visibility on all queues and process for responding to issues, dashboards for visibility in appropriate areas, standard response when a change happens or queues rise, capacity plans are in place for appropriate staffing, KPIs and reporting to track performance, resource utilization, and client outcomes.
• Develop in office client service level expectations and success metrics.
• Monitor client satisfaction and retention trends, implementing feedback loops and continuous improvement initiatives.
• Oversee all aspects of workplace services, including facilities management, office operations, maintenance, and space planning.
• Oversee firm’s national real estate portfolio, including site selection, leasing, acquisitions, dispositions, and office expansions, ensuring portfolio aligns with workforce needs, client needs, financial goals, and long-term growth plans.
• Oversee delivery of a consistent, high-quality employee experience across all office environments, emphasizing comfort, collaboration, and inclusion
• Ensure all workspaces meet brand, safety, wellness, and accessibility standards while supporting an efficient way of working.
• Lead / oversee capital projects including office buildouts, renovations, and relocations—managing timelines, budgets, and vendor relationships.

Qualifications

• Bachelors Degree required, in operations management or engineering preferred.  Master’s degree in Business or related field preferred.
• Strong background in lean manufacturing, quality systems (Six Sigma) and continuous improvement as well as operational and business acumen – including capital planning, financial management
• Experience in managing complex, high-performing, multi-site (15+) operations for service-based company of which, five years will have been spent serving in a Senior Management role.
• Demonstrated success in establishing and scaling operational and customer service excellence, including training, SOPs, KPIs, dashboards, and capacity plans
• Experience in strategic planning and execution in a matrixed, fast-paced organization, including building processes, procedures and teams from scratch
• Working knowledge of workplace services & real estate
• Available to travel 25%