DIRECTOR OF WORKPLACE EXPERIENCE OPERATIONS

Job Description

Job Description

Salary: $140000 - $165000 / year

Other Forms of Compensation: bonus 

Rapport is a specialized division of FLIK Hospitality Group focused on all aspects of guest and employee services, meeting and event planning and conference center management. Distinct from recruitment agencies, we do not engage in temporary contracts. Our commitment is to foster long-term career development, allowing ambassadors to enjoy the comprehensive benefits of working directly with us.

Rapport invests in all of its ambassadors, allowing them to attain their career aspirations. It starts with a warm welcome to our business, followed by an individual training and development program. You’ll be encouraged to become the very best you can be throughout your career here, and will be provided with the skills to step into your next big role.

Becoming a Rapport ambassador means becoming part of a global community, collaborating with diverse talents, sharing ideas, and experiencing a workplace culture that extends beyond local boundaries. Your journey with us is more than just a job: it’s a meaningful career.

Job Summary

The Director of Operations – North America Workplace Experience & Hospitality will lead the North America Rapport portfolio of 100+ associates, overseeing Welcome & Reception, Meeting & Events, Workplace Ambassadors, and Front-of-House Workplace Services across the client portfolio.This role will serve as a strategic operational partner and single point of contact for client leadership, translating the client’s hospitality vision and business objectives into exceptional workplace experiences. The Director will leverage industry trends, hospitality best practices, data, and Rapport expertise to continuously evolve and elevate the employee and guest experience The Director will ensure the workplace experience is warm, welcoming, seamless, and consistent, while maintaining operational excellence, financial discipline, strong client relationships, and alignment with the broader business strategy. This is a primarily on-site role, requiring approximately 90% in-office presence, to ensure strong visibility, leadership, and connection to the workplace experience. Travel to other office locations will be required based on business and operational needs.

C lient & Strategic Leadership

• Serve as a trusted strategic partner and single point of contact for client Senior Leadership, ensuring workplace experience programs align with business priorities, culture, and workplace strategy.
• Translate the client’s hospitality vision into innovative, industry-informed workplace experiences that elevate the employee, guest, and executive journey.
• Bring forward relevant hospitality trends, benchmarks, and best practices to continuously improve the client experience.
• Serve as the senior escalation point for the client, ensuring issues are quickly assessed, solutions are developed, and remedies are effectively communicated and executed.
• Build strong relationships with key client stakeholders and provide proactive communication regarding performance, risks, disruptions, impacts, and solutions.

Workplace Experience & Hospitality

• Provide operational oversight of Welcome Hosts, Meeting & Events, Workplace Ambassadors, and Front-of-House services across North America.
• Ensure a consistent and elevated experience across the full workplace journey, including arrival, reception, meetings, events, on-floor engagement, and departure.
• Ensure service delivery reflects both the client’s expectations and Rapport’s commitment to genuine, high-touch hospitality.
• Partner with Facilities, Real Estate, Food Services, IT, Communications, and other workplace partners to deliver a cohesive and seamless experience.
• Continuously identify opportunities to remove friction, improve service delivery, and create meaningful experiences for employees, guests, and clients.

Operational Excellence & Performance

• Lead operational performance across the North American portfolio, ensuring service standards, contractual commitments, and business expectations are consistently met.
• Establish and maintain business reporting and performance rhythms, providing leadership with clear visibility into operational performance, customer insights, trends, financials, and opportunities.
• Use customer feedback, Impressions program, operational data, and workplace trends to identify opportunities and drive informed business decisions.
• Establish and monitor relevant KPIs related to service delivery, customer satisfaction, operational performance, and continuous improvement.
• Lead change and transformation initiatives that improve service models, operational efficiency, and the overall workplace experience.

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New Office Openings & Business Growth

• Support and lead new office openings, transitions, and workplace launches, ensuring operational readiness from planning through stabilization.
• Ensure staffing, service models, workplace programs, technology, operational standards, and launch plans are aligned with the overall business strategy and client expectations.
• Establish clear launch milestones, reporting, governance, and performance measures for new locations.
• Identify opportunities to scale successful programs, standards, and innovations across the North American portfolio.

People Leadership

• Lead, coach, and develop site leaders and a distributed team of 100+ associates, creating a culture of hospitality, accountability, engagement, and continuous improvement.
• Develop leaders to operate with a hospitality-first, customer-centric mindset, while maintaining strong operational and business discipline.
• Establish clear performance expectations and accountability across the portfolio.
• Identify and develop future leaders through coaching, succession planning, recognition, and professional development.
• Foster a culture where teams are visible, proactive, approachable, and empowered to resolve issues and create exceptional experiences.

Financial & Commercial Leadership

• Provide oversight of portfolio financial performance, including budgeting, forecasting, staffing, resource allocation, and contingency planning.
• Balance service excellence with financial responsibility, productivity, and contractual requirements.
• Identify opportunities to improve efficiency and optimize resources without compromising the employee or guest experience.
• Maintain strong knowledge of contractual scope, service-level expectations, and financial obligations.

Qualifications & Experience

• 12+ years of experience in hospitality, workplace experience, hotel operations, front-of-house, meetings & events, or related service environments.
• Proven experience leading 100+ associates across a multi-site or regional portfolio.
• Demonstrated experience leading managers and developing high-performing, geographically distributed teams.
• Strong executive presence with the ability to influence and partner effectively with senior client stakeholders.
• Experience supporting new office openings, transitions, workplace launches, or large-scale operational change.
• Strong understanding of hospitality and workplace experience trends, with the ability to translate industry practices into meaningful client solutions.
• Demonstrated financial, operational, and contractual acumen.
• Strong knowledge of U.S. and Canadian HR practices.
• Exceptional communication, relationship-building, problem-solving, and escalation-management skills.
• Strong business acumen and ability to use data and insights to make informed decisions.
• High emotional intelligence, professional presence, and a bias toward action and solutions.
• Genuine passion for hospitality and creating memorable, effortless, and human-centered experiences.

Apply to Rapport today!

Rapport is a specialized division of FLIK Hospitality Group and a member of Compass Group USA

Click here to Learn More about the Compass Story

Compass Group is an equal opportunity employer.  At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. 

Certain positions may require Florida Level 2 background screening. Details:

Applications are accepted on an ongoing basis. 

Rapport maintains a drug-free workplace.

Associates in Rapport are offered many fantastic benefits.

• Medical 
• Dental
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.

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Req ID: 1569080

Rapport a specialized division of FLIK Hospitality Group