Workplace Experience Optimization Assistant Director or Associate Director - New York or Boston

Location: Boston, New York

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.

ESS Workplace Experience Optimization Manager

Join our Enterprise Support Services (ESS) team and you will be an integral part of our business enablement functions that keeps our organization running strong. You will use your interpersonal and communication skills (verbal and written) to interface with employees at all levels. As an ESS Workplace Experience Optimization Manager, you will work across teams to consult on workplace services support opportunities allowing our client serving teams and guests to maximize their in-office work and visits.

The opportunity

The ESS Workplace Experience Optimization Manager, Assistant Director or Associate Director (based on experience) is responsible for delivery of workplace/facility accountability oversight in a specific set of our EY locations. This role provides input into the plans and performance criteria for our workplace/facility management (FM) vendor relationship and service delivery to the a US client base. This includes oversight of all aspects of facilities management, hoteling and reservation services, video conferencing set up and support, and internal meeting services. In this capacity, will liase with workplace/FM vendor and EY teams to monitor service levels and customer satisfaction, coordinate the activities with other groups as needed, and work with US client based stakeholders to understand their needs and requirements and thereby continuously advise on improving the services or products. This position monitors financial and operational performance in accordance with established parameters and must understand the structure and business of the organization to effectively manage the firm’s knowledge, processes and capital resources, including space and equipment. Handles escalated customer service challenges and maintains strong customer and cross-functional relationships (especially between the outsourced FM provider, the ESS Geo Advisors, and various staff). This position supports the implementation of our US workplace organizational strategic plans to help ensure that objectives are met and implemented in alignment with business and customer needs.

Your key responsibilities

• Monitor all aspects of the workplace/FM services and/or product(s) for assigned area
• Serve as the primary liaison with the workplace/FM vendor for assigned area
• Support, along with the workplace/FM vendor management team, the delivery of services and/or product updates and enhancements
• Identify and escalate risks
• Act as secondary escalation point on complex services, projects, or issues
• Work with senior management to support the overall strategic direction of the product(s) and/or services
• Responsible for vendor performance management, including for vendor meeting service and/or contractual requirements
• Support measurement, tracking, reporting, and analysis of KPIs and CPIs
• May be called to support or lead projects across service areas
• Support, analyze and decipher diverse requirements of various statement of work agreements, offices and stakeholders
• Assess and recommend system changes based on needs of US personnel within firm policy
• Will work with other managers, senior management and workplace/FM vendor management team to identify and address service defects related to the product/services and make recommendations based on the assessment
• Provides guidance and analytical advice on enhancement requests raised by internal customers
• Provide to senior leadership recommendations for changes/improvements to support services
• Supports collaborative work effort between EY stakeholders and workplace/FM vendor

Skills and attributes for success

• Provide conceptual thinking, which will translate into solid actions
• Provide analytical knowledge top-down and will have authority to make decisions
• Exercise influence at many levels of the organization
• Proactively identify and address project risks and opportunities
• Recommend solutions and partner with senior leaders in the firm to roll out or communicate initiatives/projects
• Strong leadership and presentation skills
• Exceptional relationship management skills
• Strong analytical and decision-making skills necessary to manage multiple projects and teams to meet high customer needs
• Project management experience in a fast-paced environment
• Demonstrated ability to manage and forecast budgets

To qualify for the role, you must have

• Bachelor's degree in a related discipline, or equivalent work experience
• 8-10 plus years of related experience for the Assistant Director and 10-12 years of experience for the Associate Director in medium to large environments

• Performing business analysis, customer and/or vendor support, and/or project systems management
• Proficiency in MS Word, Excel, PowerPoint, Teams and Outlook

Ideally, you’ll also have

• Flexibility to work non-standard hours

What we look for
We are looking for individuals that have a strong business acumen and personal leadership. Innovative, creative thinkers who are strategic, collaborative and consultative and who can bring a fresh perspective will thrive in this environment. An effective communicator, you’ll be a confident team player that collaborates with people from diverse teams.

What we offer you
At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more .

• We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $91,900 to $171,800. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $110,200 to $195,200. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• Join us in our team-led and leader-enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year.
• Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

Are you ready to shape your future with confidence? Apply today.
EY accepts applications for this position on an on-going basis.

For those living in California, please click here for additional information.

EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law. 

EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at [email protected] .