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Executive Director of Workplace Experience

2 months ago

Atlanta, Georgia, United States Ames Community School District Full time
Job Summary

**Executive Director of Workplace Experience**

Reporting to the Chief Operating Officer and a dotted line to the Chief Guest Experience Officer, the Executive Director of Workplace Experience maintains cultural alignment between the client's vision and the ESFM guest experience program.

**Key Responsibilities:**

  • Proactively leads innovation in hospitality, leveraging established programming or developing new to drive measurable outcomes by nurturing our hospitality culture
  • Assures operating standards are consistently delivered to deliver an exceptional experience
  • Promotes a culture of high associate engagement and performance
  • Builds and maintains strong relationships with operational and HR leaders to drive execution and continual improvement
  • Creates a comprehensive annual learning and engagement plan for operations team
  • Identifies areas within the account to assist with increasing and/or maintaining client satisfaction
  • Effectively handles escalated calls, complaints, questions, and queries as needed

**Qualifications:**

  • Bachelor's Degree preferred
  • Minimum of ten years' experience in management and leading a customer service program, including at least 5 years in facilities management or hotel management
  • Demonstrates working knowledge of accounts, budgets, associates, and client standards
  • Experience in conducting post-implementation discussions with client management and other team members to determine satisfaction levels
  • Experience in identifying additional client requirements for product, service, and education
  • Exceptional analytical and listening skills, with a proven track record for execution