Director of Operations

Job Summary

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.

Client & Strategic Leadership

• 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.
• Translate the client’s hospitality vision into innovative, industry-informed workplace experiences that elevate the employee, guest, and executive journey.
• Bring forward relevant hospitality trends, benchmarks, and best practices to continuously improve the client experience.
• 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.

Workplace Experience & Hospitality

• 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.
• Ensure service delivery reflects both the client’s expectations and Rapport’s commitment to genuine, high-touch hospitality.
• Partner with Facilities, Real Estate, Food Services, IT, Communications, and other workplace partners to deliver a cohesive and seamless experience.
• Continuously identify opportunities to remove friction, improve service delivery, and create meaningful experiences for employees, guests, and clients.

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.