Workplace Operations Lead

Workplace Operations Lead

As the Workplace Operations Lead, you will be responsible for supporting the delivery of consistent, safe, hospitality-driven workplace services across our Americas office portfolio. Based in Exton, PA this role will partner closely with Workplace Operations Managers, Coordinators, regional leaders, and transversal partners to help align local execution with broader Workplace strategy, standards, and priorities. This role will have a significant people management focus and will be expected to actively lead, coach, manage performance. This role is also focused on strengthening operational consistency, stakeholder experience, vendor performance, team accountability, and continuous improvement across locations, while serving as a trusted workplace partner to colleagues, guests, and business stakeholders.

Our mission is to create inspiring, responsive, and accountable workplace environments that consistently exceed expectations for colleagues, guests, and partners. We do this by anticipating needs, delivering thoughtful solutions, and grounding every interaction in hospitality, care, and operational excellence.

What you'll be doing:

Support and enable the Workplace Operations team, including Workplace Operations Managers and Coordinators, by promoting clear expectations, consistent ways of working, and operational excellence across the Americas portfolio. Partner with local workplace teams to support day-to-day workplace operations across assigned locations, helping ensure environments are safe, welcoming, functional, and operationally sound. Champion a hospitality-first workplace culture grounded in care, responsiveness, professionalism, and service excellence for colleagues, guests, and partners. Collaborate with cross-functional partners on workplace projects and initiatives, including employee experience programs, sustainability efforts, office improvements, and operational process enhancements. Partner with local teams to manage relationships with third-party service providers and contractors, helping ensure service expectations, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs) are clearly understood and consistently met. Monitor workplace operations performance metrics, identify trends and risks, and develop appropriate KPI and SLA standards to enhance service delivery and employee experience. Support budget planning and stewardship by tracking operational expenses, processing purchase orders and invoices, identifying efficiency opportunities, and preparing reporting on performance, occupancy, and service improvements. Ensure compliance with health, safety, security, and workplace standards in partnership with Health, Safety and Security partners, including support for emergency preparedness and site certification processes. Oversee portfolio wide initiatives from planning through execution, leveraging technology to enhance operations and efficiency where applicable. Directly lead, coach, and manage Workplace Operations team members, with a clear focus on improving performance, strengthening accountability, and raising the standard of day-to-day execution and service delivery. Set, communicate, and enforce clear expectations for performance, communication, ownership, follow-through, responsiveness, and service standards. Provide frequent, direct coaching and feedback to team members. Build and maintain strong, trusted relationships with stakeholders across the portfolio to understand evolving workplace needs and deliver thoughtful, experience-driven solutions that support the business.

You will report to the Head of Workplace, Americas.

What you will bring:

We're looking for someone who has these abilities and skills: Extensive experience in Workplace Operations, Facilities Management, employee experience, or a related field, with experience supporting teams, stakeholders, and multi-site office environments. Proven success supporting distributed teams and delivering high-quality workplace services across single-site or multi-site environments. Strong project management skills; experience with office build outs, relocations or facilities upgrades preferred. Working knowledge of health, safety, and environmental compliance standards. Experience managing third-party vendors and service contracts. Strong people management experience, including direct coaching, performance management, accountability-setting, and the ability to address performance or behavior concerns clearly and constructively. Exceptional interpersonal, verbal, and written communication skills, with the ability to influence and collaborate across all levels of the organization. Calm, thoughtful, and solution-oriented problem-solver with a hands-on, can-do approach and the ability to navigate complexity, prioritize effectively, and adapt to change. Comfortable working in a fast-paced and dynamic environment. Ability to work from the Exton, PA office on a full-time basis, with flexibility to travel to regional or remote office locations as required.

Who we are:

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don't just provide re/insurance, we reinvent it. How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business − property, casualty, professional, financial lines and specialty. With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

What we offer:

Inclusion: AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic. At AXA XL, we know that an inclusive culture and enables business growth and is critical to our success. That's why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential. Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe. Robust support for Flexible Working Arrangements Enhanced family-friendly leave benefits Named to the Diversity Best Practices Index Signatory to the UK Women in Finance Charter

Total Rewards: AXA XL's Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do. We're committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.

Sustainability: At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called "Roots of resilience", focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.