Hiring: Guest Service Team Lead Company: The Phoenix Group Location: New York, NY Job Posted Time: 2026-09-10 11:28:27 Employment Type: Contract Target Skills & Keywords : Change Management, Phoenix, Quality Assurance, ServiceNow, Vendor Management About the job Experience: •Operational familiarity with vendor management and quality assurance processes Required Skills: •Deliver exceptional client service by ensuring timely, accurate, and seamless support across all workplace functions, demonstrating sound judgment and proactive problem resolution •Identify, develop, and implement innovative service delivery strategies to enhance in-office experience for colleagues, visitors, and clients •Assist in managing daily operations of the Workplace Experience team, including resource planning, staffing, onboarding, training, coaching, and performance feedback •Lead the development and refinement of policies, standard operating procedures (SOPs), and process improvements to increase operational efficiency and consistency •Oversee multi-site workplace operations, including coordination between office assets, management of vendor relationships, and ensuring service quality across different locations •Protect and secure sensitive and proprietary information in accordance with company confidentiality standards •Partner cross-functionally with internal stakeholders to provide workplace orientation, support change management initiatives, and ensure alignment with company standards and culture •Manage the workflow and performance of approximately 80 managed service employees, ensuring high standards of quality, accountability, and engagement Qualifications: •Minimum of 5 years of management experience in hospitality, facilities, customer service, or workplace operations •Demonstrated leadership in multi-site environments with proven ability to oversee multiple assets and teams •Strong customer management skills with a focus on issue resolution and client satisfaction •Business acumen with experience owning budgets, resource allocation, and understanding decision impacts •Skilled in problem-solving, process improvement, and driving efficiency in service delivery •Demonstrated capacity to foster an inclusive, authentic, and connected workplace environment •Excellent communication, interpersonal, and adaptability skills •High school diploma or equivalent required; bachelor’s degree or higher in business or related field preferred •Previous experience managing facilities, office operations, or workplace experience teams Compensation: •$85,000 - $100,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!