Senior Manager, Workplace Hospitality and Experience

Circles is seeking a visionary Senior Manager, Workplace Hospitality & Concierge to lead a world-class hospitality team at a prestigious global life sciences company in Plainsboro, New Jersey. In this high-impact role, you will drive excellence across all aspects of workplace hospitality, including employee and guest services, concierge and amenity offerings, event logistics, and mailroom and package management. Leading operations for three key locations, you will spearhead strategic hospitality initiatives, manage key partnerships with clients, vendors, and internal teams, and continuously innovate to elevate service standards. Your leadership will be instrumental in shaping the future of hospitality service delivery as you implement evolving strategies and ensure outstanding financial, operational, and customer service results.

We are looking for an inspiring hospitality leader who can combine operational expertise with a passion for delivering exceptional guest experiences. As the leader of a large, multifaceted team, you will ensure seamless, high-quality services that create lasting impressions for both employees and visitors. If you have a proven track record in luxury hospitality or high-end customer service management and are eager to shape a welcoming and efficient workplace environment, this is the perfect opportunity.

The ideal candidate brings at least 7 years of relevant experience and thrives in a fast-paced, client-focused environment. This role is based on site in Plainsboro, New Jersey, with 15-20% travel to other sites in New Hampshire and Washington, D.C.

This is a full-time exempt position offering a salary of $83-85k per year and an attractive Monday to Friday schedule.

Key Responsibilities:

• Oversee performance and development of team of 6+ remote employees, ensuring the consistent delivery of world-class hospitality services across three office locations.
• Manage Onsite Staff (remotely and in-person) and ensure that all levels of performance meet Circles' expectations and values.
• Lead staffing schedules, PTO coverage, and recruitment to ensure optimal staffing levels for seamless operations across all locations. Solve unexpected coverage gaps by proactively negotiating coverage with staff.
• Provide leadership to the Workplace Hospitality team, fostering a culture of excellence, innovation, and continuous improvement to promote a welcoming and efficient workplace environment for both employees and visitors.
• Continuously drive employee motivation, engagement, and morale, exceeding client expectations.
• Regularly travel to onsite locations for recruitment, training, and performance evaluations across existing and future client sites.
• Assist in the development and maintenance of the training content for each location, facilitating both new and refresher training sessions.
• Drive ongoing development through mentorship, customer service training, and regular performance feedback, setting clear expectations and creating a results-driven team environment.
• Review daily work of onsite staff to ensure accuracy, consistency in service request documentation within the CRM tool, and data integrity for reporting.
• Provide hands-on assistance during peak times or special events to ensure smooth operations.
• Create effective development and action plans, providing consistent, balanced, and timely feedback on employee performance.
• Lead the onboarding and continuous training of new team members, ensuring high standards of service and operational efficiency.
• Maintain objective reporting metrics for the staff and ensure adherence to Standard Operating Procedures (SOPs), promoting operational consistency across all hospitality services.

Client Management:

• Spearhead strategic hospitality initiatives and manage key partnerships with clients, vendors, and internal teams, implementing evolving hospitality service strategies.
• Manage onsite operations, ensuring direct cost budget adherence, customer and employee satisfaction, and quality and productivity goals are met.
• Proactively engage with clients and stakeholders to evaluate service performance, identify areas for improvement, and make actionable recommendations.
• Lead vendor management efforts to deliver premium onsite amenities and third-party services.
• Proactively collaborate with the Account Director to identify opportunities for increasing Circles' value as a strategic partner to client locations.
• Ensure close collaboration with Operations, overseeing both onsite requests across all locations while maintaining process adherence.
• Act as the primary point of contact for escalations, high-level client interactions, and stakeholder feedback.
• Represent Circles effectively and successfully at various onsite locations and functions.

Business Operations:

• Ensure business continuity by managing financial performance, budgeting, and resource allocation while driving operational and service quality improvements.
• Lead efforts to streamline operations and maximize cost efficiencies without compromising service quality.
• Provide operational analysis and key metrics for onsite locations and programs, preparing and presenting reports on key performance indicators (KPIs) to senior leadership.
• Identify continuous improvement opportunities and innovations that enhance the employee and guest experience.
• Maintain and build the infrastructure required to support new business, ensuring scalability and adaptability as client needs evolve.
• Partner with Human Resources in hiring and development of Onsite Service Delivery staff.
• Proactively manage and improve processes, procedures, and initiatives to meet client needs in a dynamic environment.
• Work in partnership with the Account Director to ensure onsite staff is meeting and surpassing client expectations, attending client meetings as requested.

Competencies:

• Strong leadership skills with experience in managing and developing large, diverse teams, driving performance, and fostering a culture of excellence.
• Excellent communication and interpersonal skills, with a demonstrated ability to collaborate with internal and external stakeholders, manage client relationships, and deliver exceptional guest and employee experiences.
• Proven ability to manage multiple tasks, prioritize effectively, and lead in a fast-paced, dynamic environment. Experience in operational excellence, vendor management, and service innovation.
• Ability to quickly adapt to and implement new technologies that support workplace hospitality, guest services, and operational enhancements.
• Professional appearance and demeanor, with a deep passion for hospitality and delivering five-star service experiences. Strong commitment to maintaining high standards.
• Flexibility to adapt to changing priorities, evolving hospitality service strategies, and the ability to work across multiple locations and environments as required.

Requirements:

• A minimum of 7 years of hospitality or customer service management experience, preferably in luxury hotels, high-end corporate environments, or workplace hospitality.
• Ability to quickly learn and implement new software systems to streamline operations, track requests, and improve service outcomes.
• Demonstrated experience in managing vendors, negotiating contracts, and ensuring operational efficiency.
• Proficiency in Microsoft Office Suite (Outlook, MS Word, Excel, and PowerPoint) is essential. Experience with desk booking, workplace management systems, and CRM tools is a plus.
• Ability to analyze operational data to drive improvements and efficiency.
• Willingness to travel 15-20% of the time to other locations, including regular travel to the New Hampshire and Washington, D.C. offices as needed.

Why Join Us?

This is a unique opportunity to apply your leadership and hospitality expertise in an innovative and fast-paced environment, with the chance to drive strategic change at a global life sciences company. As the Senior Manager, Workplace Hospitality & Concierge, you will be instrumental in shaping a world-class workplace experience that mirrors the quality of a five-star hotel. Leading a dynamic team across multiple locations, you'll drive operational excellence, foster innovation, and ensure the seamless delivery of exceptional services for employees and visitors alike. This role offers the opportunity to manage high-level client and vendor relationships, contribute to business growth, and leave a lasting impact on workplace hospitality.

Benefits:

• Medical, dental, vision insurance starting the first day of the month after hire
• Long-term and short-term disability insurance paid for by Circles
• 401k with match
  • Life insurance paid for by Circles
  • Enjoy unlimited PTO
    • Paid holidays
    • One paid day off per year to volunteer
    • Access to discount programs
    • Four-week paid sabbatical every five years
    • HSA/FSA account eligibility
    • Access to Employee Assistance Program
    • Access to Employee Benefit Resource Groups that provide ongoing learning and mentorship opportunities