Associate Manager, Workplace Services I Guest Services

Job description

Job Category

Finance and Operations

Job Details

Salesforce Real Estate & Workplace Services

San Francisco, CA

Associate Manager, Workplace Services  I  Guest Services

About Salesforce:

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for \'family\') made up of our employees, customers, partners and communities, we are working to improve the state of the world.

Description:

The Associate Manager, Guest Services will directly manage a team of Guest Service Ambassadors, and have shared responsibility with two other Associate Managers to collectively oversee day-to-day Guest Services operations and deliver a uniquely-Salesforce experience to ~10K monthly guests across our six-building Urban Campus.  The ideal candidate has a passion for building and mentoring best-in-class teams, is solution-oriented, and is excited about helping Salesforce blaze new trails in redefining guest experience for the technology industry.  This role report to the Manager, Workplace Services & Guest Experiences and is part of the Salesforce Real Estate & Workplace Services (REWS) organization.

Responsibilities:

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Directly oversee and manage performance of a team of multi level full-time Guest Services Ambassadors, Grades 2 - 4

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Serve as a consistent resource and Subject Matter Expert (SME) to the Guest Services team in all functional areas, with the ability to step in to support guest and check in processes if needed

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Manage all front desk operations at Salesforce HQ for their assigned building(s)

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Oversee (at least) one supplemental Guest Services Ambassadors Team Committee while leading from behind and driving impactful results

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Plan and supervise cross-functional training of team members; identify potential future leaders with a focus on career development and succession planning

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Collaborate with peer two Associate Managers to ensure consistency and alignment across buildings to ensure we function and win as a ONE team

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Complete quarterly Internal Communication reviews to ensure strong communication across stakeholders groups

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Respond promptly to employee tickets/requests, and growing our internal employee knowledge base

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Quickly respond to employee needs in person, via phone, email, or our internal social network

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Contribute new ideas to engage and empower the team; help establish and ensure adherence to SLA’s designed to improve productivity, efficiency, and measure service delivery

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Establish productive and cooperative working relationships with direct reports, direct management, and key partners and stakeholders

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Collaborate strategically with other Associate Managers on the team about compensation, merit increases, and promotions

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Collaborate with the global Workplace Services team to develop and implement improvements to customer experience and team efficiency

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Ability to drive solutions with many moving parts, while collaborating with Real Estate and Workplace services partners and stakeholders, ie/ Technology, Project Management, and Employees

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Ensure timely completion of necessary administrative duties

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Performs weekly operational walkthroughs of building

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Works closely with Facilities Manager, Building Coordinators, Building Maintenance Engineers and Vendor Partners to ensure planning and execution of building needs are met.

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to ensure timely workflow to execute agreed upon SLA’s.

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Oversee scheduling for assigned building to ensure seamless guest experience

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Assist Manager of Guest Experience with special projects as needed

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Responsible for monthly reporting to leadership in order to accurately anticipate future business decisions

Requirements

· 
Bachelor's degree strongly preferred or equivalent and commensurate experience

· 
5+ years experience in a related role, including people manager experience of entry-level employees and a proven track record of employee engagement & development

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Passion for anticipating needs and exceeding expectations, and proven experience delivering best-in-class customer service

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Comfortable being flexible and working in a fast-paced, deadline-driven environment where priorities change frequently

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A proactive self-starter with excellent independent, decision-making capabilities (including knowing when to delegate) and a solution-orientated, can-do attitude ( knowing when to jump in)

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Exceptional interpersonal and written communication skills

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Proficiency with the Microsoft Office Suite and Google Apps, and Quip

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Must be willing/able to learn, use, and promote team adoption of our internal Salesforce software application and tools to respond to and manage customer inquiries/requests

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Bonus: experience using Salesforce Service Cloud

Posting Statement

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