Head of Business Operations - Remote

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. It starts with a warm welcome to our business, followed by an individual training and development program. 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. 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.
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.
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.
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.
Partner with Facilities, Real Estate, Food Services, IT, Communications, and other workplace partners to deliver a cohesive and seamless experience.
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.
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.
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.
Maintain strong knowledge of contractual scope, service-level expectations, and financial obligations.
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.
• Experience supporting new office openings, transitions, workplace launches, or large-scale operational change.
• Demonstrated financial, operational, and contractual acumen.
• 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.
• 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.
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. Applications are accepted on an ongoing basis.
Medical
Dental
Life Insurance/ AD
Disability Insurance
Retirement Plan
Holiday Time Off (varies by site/state)
Employee Assistance Program
Flexible Spending Accounts (FSAs)
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.