Client Manager (Workplace Experience)

<h2>Workplace Experience | Multi-Site Leadership | Client Partnership | Operational Excellence</h2>
<p><strong>Location:</strong> New York City, NY<br><strong>Travel:</strong> Up to 25%</p>
<h3><strong>Elevate the Workplace Experience</strong></h3>
<p>SPS is seeking a highly polished, service-driven <strong>Client Manager</strong> to lead workplace experience and operational delivery for a high-profile investment firm account spanning multiple locations.</p>
<p>This is a highly visible, high-impact leadership role for a leader who understands that exceptional workplace service goes beyond keeping an office running. You will help elevate the corporate experience across every touchpoint from executive and guest interactions to hospitality, events, facilities, mailroom services and day-to-day workplace operations.</p>
<p>The ideal candidate brings a strong background in workplace experience, hospitality, facilities, concierge services, office services or another premium client-facing environment, along with the ability to lead consistently across multiple sites while adapting to the unique needs of each location.</p>
<hr>
<h3><span style="text-decoration: underline;"><strong>Key Responsibilities</strong></span></h3>
<p><strong>Multi-Site Workplace &amp; Operational Leadership</strong></p>
<ul>
<li>Serve as the <strong>national operational leader for the SPS account</strong>, providing strategic direction, operational oversight and consistency across all workplace locations.</li>
<li>Create and reinforce a <strong>consistent Workplace Experience culture across all locations</strong>, ensuring teams deliver a unified level of service, professionalism and client experience while adapting to the needs of each site.</li>
<li>Lead day-to-day workplace operations and service delivery across multiple office locations.</li>
<li>Lead operational consistency across multiple sites while adapting execution to the unique needs and expectations of each location.</li>
<li>Oversee reception, hospitality, conference and event support, office services, facilities coordination, mail services and vendor activities.</li>
<li>Establish and maintain consistent service standards, operating procedures and expectations across all locations.</li>
<li>Maintain a visible leadership presence across the account, conduct regular workplace inspections and proactively identify and address operational issues.</li>
<li>Support workplace projects, relocations, service transitions and other change initiatives.</li>
<li>Travel between locations as needed to support account operations and service delivery.</li>
<li>Maintain and continuously improve <strong>SOPs, service standards and emergency procedures</strong> to ensure consistent, safe and effective workplace operations.</li>
<li>Serve as the <strong>primary escalation point for urgent operational issues</strong>, including issues requiring support after hours and on weekends, ensuring timely communication, coordination and resolution.</li>
</ul>
<p><strong>Hospitality &amp; Elevated Service</strong></p>
<ul>
<li>Champion a warm, polished and highly responsive service culture across every workplace touchpoint.</li>
<li>Anticipate client, executive and employee needs before they become requests.</li>
<li>Create memorable, hospitality-led experiences for meetings, events, executive visits and high-priority requests.</li>
<li>Partner with food service, catering and other service providers to deliver seamless experiences.</li>
<li>Bring fresh workplace experience ideas and best practices that enhance the client environment.</li>
<li>Ensure service delivery consistently reflects the expectations of a premium corporate environment.</li>
</ul>
<p><strong>Client Partnership</strong></p>
<ul>
<li>Serve as the primary on-site contact for client leaders and key stakeholders.</li>
<li>Build strong relationships through professionalism, discretion, responsiveness and follow-through.</li>
<li>Develop a deep understanding of the client's culture, priorities and expectations.</li>
<li>Proactively communicate operational risks, emerging needs, solutions, service improvements and progress.</li>
<li>Lead client meetings and business reviews, presenting performance results, trends, operational insights and recommendations with confidence.</li>
<li>Act as a trusted escalation point for operational, facilities, staffing and service issues.</li>
<li>Maintain a strong partnership with client stakeholders to ensure workplace services remain aligned with business needs and expectations.</li>
</ul>
<p><strong>Team Leadership</strong></p>
<ul>
<li>Recruit, onboard, coach and develop a high-performing workplace services team.</li>
<li>Establish clear expectations, accountability and service standards.</li>
<li>Build a culture of collaboration, flexibility, professionalism and shared ownership.</li>
<li>Lead by example and step in alongside the team when needed to support service delivery.</li>
<li>Manage staffing, coverage, scheduling and cross-training across locations.</li>
<li>Ensure team members are equipped with the training, resources and information necessary to deliver consistent, high-quality service.</li>
</ul>
<p><strong>Operational Performance, Reporting &amp; Continuous Improvement</strong></p>
<ul>
<li>Monitor KPIs, service levels, quality standards, corrective actions and operational performance across all locations.</li>
<li>Deliver regular <strong>workplace reporting, KPI tracking and trend analysis</strong> to identify performance opportunities, recurring issues and emerging risks.</li>
<li>Use operational data and workplace insights to identify trends and drive continuous improvement.</li>
<li>Develop and implement action plans to address service gaps, operational inefficiencies and client concerns.</li>
<li>Identify opportunities to improve efficiency, service quality, consistency and overall account value.</li>
<li>Balance exceptional service with sound operational and financial discipline.</li>
</ul>
<p><strong>Workplace Technology &amp; Systems</strong></p>
<ul>
<li>Oversee workplace technology and <strong>ticket management systems</strong> used to support service delivery and operational requests.</li>
<li>Monitor ticket volumes, response times, resolution trends and recurring issues to identify opportunities for improvement.</li>
<li>Partner with internal technology teams, client stakeholders and service providers to resolve technology-related workplace issues.</li>
<li>Ensure workplace technology and service management processes support efficient, transparent and consistent operations across locations.</li>
</ul>
<p><strong>Facilities, Property &amp; Vendor Management</strong></p>
<ul>
<li>Coordinate with <strong>landlords, contractors, property management teams and facilities partners</strong> to support the day-to-day operation and maintenance of workplace environments.</li>
<li>Coordinate facilities-related requests, repairs, projects and building services while minimizing disruption to business operations.</li>
<li>Manage vendor performance, service quality, compliance and spend.</li>
<li>Ensure required <strong>vendor compliance and Certificate of Insurance (COI) requirements</strong> are maintained and current.</li>
<li>Build effective working relationships with vendors and external partners while holding them accountable to agreed service standards.</li>
<li>Support budgeting, forecasting, invoice review and cost controls related to workplace services and vendors.</li>
</ul>
<p><strong>Mailroom Security &amp; Business Controls</strong></p>
<ul>
<li>Oversee mailroom and mail services as part of the broader workplace operation.</li>
<li>Maintain appropriate <strong>mailroom security and chain-of-custody controls</strong> to protect sensitive, confidential and business-critical materials.</li>
<li>Ensure mail and document handling processes are consistently followed and aligned with client expectations and established SOPs.</li>
<li>Monitor compliance with security, access, handling and documentation procedures and address deviations promptly.</li>
</ul>
<p><strong>Proactive Problem Solving &amp; Emergency Response</strong></p>
<ul>
<li>See problems before they become problems and take proactive action to prevent operational disruptions.</li>
<li>Resolve operational challenges calmly and diplomatically while maintaining a high level of professionalism.</li>
<li>Coordinate across SPS, vendors, landlords, facilities partners and client stakeholders to resolve issues with minimal disruption to the business.</li>
<li>Respond appropriately to urgent and emergency operational situations, following established emergency procedures and escalation protocols.</li>
<li>Maintain clear communication with appropriate stakeholders during significant operational issues and ensure timely follow-through through resolution.</li>
</ul>
<hr>
<h3><span style="text-decoration: underline;"><strong>What You'll Bring</strong></span></h3>
<ul>
<li>5+ years of progressive leadership experience in workplace experience, hospitality, facilities, client services, office services or a related environment.</li>
<li>Demonstrated experience leading <strong>multiple sites, locations or a complex client account</strong>; multi-state experience is strongly preferred.</li>
<li>Experience leading multifunctional, client-facing service teams.</li>
<li>Strong operational, financial, project management and problem-solving skills.</li>
<li>Experience supporting executives, high-profile clients, meetings or complex events.</li>
<li>Experience managing vendors, contractors and external service partners.</li>
<li>Experience coordinating with facilities teams, property management, landlords or building partners.</li>
<li>Familiarity with workplace technology, ticket management systems and operational reporting.</li>
<li>Experience developing, maintaining or implementing SOPs and service standards.</li>
<li>Strong understanding of facilities coor

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