Senior Manager, Workplace Experience & Operations

Who We Are   

FTI Consulting is the world’s leading expert-driven consulting firm. Over the last 40 years, FTI Consulting experts have served as the trusted advisor to Fortune 500 companies and the world’s leading law and private equity firms when they are facing their greatest opportunities and challenges. Our strong performance and continued success are a direct reflection of the ambition, energy and commitment of our talented professionals across the globe to make a positive impact for our clients and communities.  

At FTI Consulting, you’ll work side-by side with leaders who have shaped history, helping solve the biggest challenges making headlines today. From day one, you’ll be an integral part of a focused team where you can make a real impact. You’ll be surrounded by an open, collaborative culture that embraces diversity, recognition, professional development and, most importantly, you.  

Are you ready to make your impact?  

About the Role 

As the Workplace Experience & Operations Senior Manager based out of the Chicago Office, you will work to leverage technology, workplace design, hospitality, and office services to deliver a best-in-class workplace experience environment for all staff and services in scope. The ideal candidate will have strong financial acumen and be forward-thinking and hospitality-focused. They will have comfort working within shared desking environments with the ability to support facilities and workplace operations in a fast-paced environment. Candidate must be professional and service-oriented, collegial, and able to work effectively with colleagues, clients, and vendors at all professional levels. The role will initially focus on Chicago operations with the potential of expanding responsibilities to other FTI sites. 

This role will play a key role in the success of FTI moving into our new 55,000 sq ft premises in June and managing all Workplace Experience (WPX) responsibilities leading up to that move and beyond.  

In this role, you will drive and manage the daily operations including 

• Representing all WPX interests in all real estate project meetings, providing on the ground WPX project support in decommissioning our existing office and managing all WPX related responsibilities to deliver a smooth move-in experience as well as elevating service delivery in our new space  
• Workplace services for employees and visitors, including shared desking/hoteling management, Condeco and booking management,  reception, conference center and/or meeting rooms, pantry service, catering orders, onboarding, and meeting/event management (office, segment, training, etc.)
• Operations services such as facilities management, security, repairs and maintenance, space utilization (hoteling, lockers), mail/print/supplies, event planning, records management, consumables management, third party vendor management/co-ordination 
• Stakeholder management and reporting – occupancy reporting and analysis for stakeholders, regular engagement with key segment leads to ensure workplace concerns are being met and that staff are communicated regularly to
• Budgeting and financial analysis for Chicago operations with proven understanding and strengths in managing, creating and maintaining budgets and performing analysis, reforecasting and benchmarking where needed
• You will manage and coach Workplace Experience staff, as well as a number of external vendors. This role requires the ability to collaborate effectively on a peer basis with many corporate functions - including Global Real Estate (GRE), Information Technology Group (ITG), Human Resources (HR), Finance, Marketing - as well as FTI's diverse range of consulting practice groups 

What You’ll Do 

The Workplace Experience & Operations Senior Manager may be called upon to assist with a variety of assignments within our portfolio of services, however, this role has a focus on workplace and facilities support as follows: 

Team Management and Development 

• Manage, train, and motivate Workplace Experience and/or vendor staff to exceed expectations and deliver excellence across the suite of services within our portfolio 
• Design and help implement guidelines, best practices, and standards for cross-functional service teams
• Responsible for Talent Management needs of staff, including recruitment, training, development, employee relations, performance management and compensation  

Workplace Services – Oversight of the Following Services/Functions: 

• Conference room management and catering – including Board / Executive committee meetings 
• Smart working / hotelling standards throughout the office and ensure staff are following guidelines and protocols 
• Colleague/visitor reception and guest services  
• New hire onboarding – greet, ID badge, Condeco setup, office tours, general questions 
• Condeco/seating – facilitate troubleshooting, assist in problem resolution 
• Pantry/lounge service – order food, beverage, and supplies; restock, maintain readiness and cleanliness 
• Office supplies – order office supplies, maintain readiness and cleanliness 
• Facilities management – coordinate repairs, maintenance and deliveries with building and all vendors
• Print production and mail/courier services 

Hospitality and Event Management  

• Oversee assignment, set-up, and usage of conference rooms   
• Track and monitor conference room usage, perform data and trend analysis, provide status updates of on-site logistics, coordinate daily revisions, and manage workflow to service groups
• Oversee/spot-check overall appearance, cleanliness, and accuracy of set-up (configuration, F&B, AV/Technology) within the conference rooms to ensure internal client needs and departmental standards are met 
• Oversee team to plan meetings and events (onsite and externally) to support business and workplace experience objectives.  Examples include:  segment meetings/events, executive meetings/town halls, colleague engagement events such as holiday and promotion/recognition events, as well as recruiting and client events  

Space Optimization, Property and Operations Management  

• Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience 
• Observe floor operations and user behaviours to suggest strategic changes to enhance the workplace experience 
• Ensure space optimization practices, tools and processes are updated and operating accurately, conduct quality assurance checks
• Effectively solve space related conflicts to ensure an elevated user experience
• Serve as escalation point for service delivery breakdowns, issues, colleague feedback.  Resolve issues and ensure follow through, engaging leadership when necessary
• Foster and maintain relationships with external vendors/service providers
• Engage and manage work provided by a variety of external vendors for workplace and facilities services
• Identify required office maintenance and upgrades, budget and implement as such 
• Identify opportunities to implement processes, projects, programs that reduce short and long-term operating costs 
• Develop emergency evacuation team and plan in conjunction with landlord property management team(s) and FTI's Health & Safety team 

 
How You’ll Grow   

We are committed to investing and supporting you in your professional development and we have developed a range of programs focused on fostering leadership, growth and development opportunities. We aim to promote continuous learning and individual skills development through on-the-job learning, self-guided professional development courses and certifications. You’ll be assigned a dedicated coach to mentor, guide and support you through regular coaching sessions and serve as an advocate for your professional growth.    

 
What You’ll Need to Succeed 

Basic Qualifications  

• Minimum of  8+ years of related experience in operations/facilities support and/or hospitality services delivering exceptional internal/external customer experiences   
• Heavy experience in shared desking and space booking management 
• Proven experience in managing WPX responsibilities throughout large scale capital projects 
• Advanced knowledge of Excel, Word, and PowerPoint 
• Ability to travel to FTI office(s) as needed
• Applicants must be currently authorized to work in the United States on a full-time basis; the employer will not sponsor applicants for work visas

Preferred Skills

• Bachelors or Associates Degree   
• Experience with space utilization technology (Condeco or similar) 

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