RESIDENT DISTRICT MANAGER

Job Summary

Resident District Manager

Workplace Experience & Soft Services – Single Point of Contact (SPOC)

The Resident District Manager (RDM) serves as the senior on‑site leader responsible for the full spectrum of workplace experience and soft services across a multi‑site or flagship campus environment. Acting as the client’s primary point of contact, the RDM oversees an integrated portfolio that may include workplace experience, hospitality, reception, events, facilities support services, environmental services, mail and logistics, space planning, moves/adds/changes (MAC), transportation programs, and dining services.

This role ensures a cohesive, high‑performing, hospitality‑driven workplace that supports employee productivity, enhances the client’s culture, and delivers measurable operational excellence. The RDM leads a diverse team of managers and service partners, drives continuous improvement, and ensures alignment with client business objectives.

Key Responsibilities:

Leadership & Client Partnership

• Serve as the single point of contact for all workplace experience and soft services, ensuring seamless communication and alignment with client leadership.
• Build and maintain strong executive‑level relationships, acting as a trusted advisor on workplace strategy, service delivery, and operational performance.
• Lead a cross‑functional team of managers and service providers, fostering a culture of hospitality, accountability, and continuous improvement.
• Translate client goals into operational plans, service enhancements, and measurable outcomes.

Workplace Experience & Hospitality

• Oversee the end‑to‑end workplace experience program, ensuring a welcoming, intuitive, and frictionless environment for employees and visitors.
• Ensure excellence in reception, concierge, lobby management, and guest services.
• Partner with client stakeholders to design and deliver workplace programming, events, and engagement initiatives that strengthen community and culture.
• Champion a hospitality‑first mindset across all service lines.

Facilities Support & Soft Services Operations

• Manage integrated soft services including:
• Environmental services (cleaning, waste, recycling)
• Mailroom, shipping/receiving, and logistics
• Meeting room management and event support
• Moves/adds/changes (MAC) and space utilization support
• Transportation, shuttle, and parking programs
• Workplace technology support in partnership with IT
• Ensure all services meet or exceed SLAs, KPIs, and client expectations.
• Oversee vendor relationships, contract compliance, and performance management.

Dining Services

• Provide strategic oversight of dining programs as part of the broader workplace ecosystem.
• Ensure dining operations align with hospitality standards, sustainability goals, and employee experience expectations.
• Partner with culinary leadership on menu innovation, safety, compliance, and financial performance.

Financial & Operational Management

• Own the financial performance of the account, including budgeting, forecasting, and cost optimization across all service lines.
• Analyze operational data to identify trends, risks, and opportunities for improvement.
• Lead business reviews, reporting, and strategic planning with client stakeholders.
• Ensure compliance with regulatory, safety, and company standards.

Sustainability, Safety & Compliance

• Drive sustainability initiatives across waste reduction, energy awareness, responsible sourcing, and wellness programming.
• Ensure all services adhere to safety protocols, risk management practices, and regulatory requirements.
• Promote a culture of safety and continuous improvement across the workplace.

Innovation & Continuous Improvement

• Identify and implement innovations in workplace technology, service delivery, and employee experience.
• Lead change management efforts for new programs, tools, and operational enhancements.
• Benchmark performance against industry standards and best practices.

Preferred Qualifications:

• 8+ years of progressive leadership experience in workplace experience, facilities management, hospitality, or integrated soft services.
• Proven success in a senior client‑facing role with responsibility for multi‑service delivery.
• Strong financial acumen with experience managing complex budgets and multi‑million‑dollar portfolios.
• Demonstrated ability to lead large, diverse teams and influence cross‑functional partners.
• Exceptional communication, relationship‑building, and executive‑presence skills.
• Experience in high‑touch, hospitality‑driven environments preferred.