WORKPLACE AND LOBBY AMBASSADOR PROGRAM MANAGER

Job Summary

The Workplace & Lobby Ambassador program is responsible for responding to and delivering all aspects of workplace and lobby operations through a hospitality lens; offering continuous attentive service and creating an exceptional employee and guest experience within a Wells Fargo Administrative location. You will be a collaborative partner who is confident and comfortable with our processes and tools. You will establish trust based relationships and will establish yourself as a key owner of the workplace & lobby team.

This is an internal client facing role that provides the opportunity to combine your passion for delivering a high level of service, with excellent people skills, and an enthusiasm for getting issues resolved quickly in order to enhance the on-site experience for employees and guests.

This role may be based in one of the following offices: Des Moines, Charlotte, Dallas or Minneapolis

Key Responsibilities:

• Oversee Workplace & Lobby Ambassadors located in the Des Moines, Charlotte, Minneapolis, and New York markets. This includes the direct management of four Workplace & Lobby Ambassador Leads, one in each market.
• Oversee expansion of both Workplace and Lobby Ambassador programs into new markets or buildings.
• Work together with Contract Manager to lead and manage projects and teams remotely to deliver successful results on Workplace & Lobby Ambassador team initiatives, projects, and budgets.
• Work as a business partner with your Workplace Leads, Lobby Leads, Site Leaders/Coordinators, Wells Fargo Client and team mates, assisting in all areas of office services/operations, guest and building entry experience, and ensuring tasks are accomplished in a timely manner
• Recruit, hire and train effective personnel focused on creating exceptional customer service experiences and creating a productive, welcoming environment for employees and guests.
• Provide mentoring, coaching and general HR guidance to Workplace & Lobby Leads.
• Offer consultation and recommendations to Workplace & Lobby Leads on overcoming operational challenges; escalating operational concerns to Contract Manager and/or Wells Fargo client as needed.
• Provides training, performance evaluation, coaching and growth & development opportunities; measuring performance and rewarding retention.

Minimum Qualifications:

• 3+ years operations experience
• 3+ years coordinating project activities and resources
• 2+ year of leadership experience in an operations environment, experience managing teams remotely preferred
• Demonstrated customer service skills; three years of customer service experience
• A genuine sense of hospitality, with a commitment to delivering our Platinum Service Standard in all aspects of the operation.
• Proficiency with Microsoft Office product suite (i.e. Excel, Word, PowerPoint, Outlook)
• Excellent verbal and written communications skills
• Advanced skills in task prioritization and quality review
• Ability to adapt quickly to change and maintain a flexible approach when providing customer support an operational oversight
• Able to work independently on moderately complex issues and projects as assigned