Director of Operations

Rapport Position Title: Director of Operations - Accenture Salary: $145000-$165000 / year Other Forms of Compensation: 20% 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. Client & 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. Rapport is a specialized division of FLIK Hospitality Group and a member of Compass Group USA 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. Rapport a specialized division of FLIK Hospitality Group #J-18808-Ljbffr