Workplace Experience Director

The Role

The Workplace Experience Director oversees facilities and workplace services for two U.S. headquarters, ensuring a world-class client experience through hospitality and operations. Reporting to the Senior Director of Operations, they manage office environments designed to attract, retain, and engage talent by offering diverse workspaces, premium amenities, and a five-star service experience.

Leading a team of three—two Office Coordinators/Concierges and a Community Manager—they also oversee third-party service providers. Responsibilities include client satisfaction, innovation, performance reporting, and budget management, with a focus on delivering Instant’s values and ensuring operational excellence.

Department Services Employment Type Permanent Location Durham, North Carolina, US Workplace type Onsite

What will you be doing?

Community Management

• Oversee workplace operations across three locations (Durham, NC; Philadelphia; Washington, D.C.).
• Ensure a welcoming and collaborative workplace experience.
• Manage vendors, budgets, and procurement for office needs.
• Oversee helpdesk requests, follow-ups, and reporting.
• Conduct quality audits and ensure customer satisfaction.
• Plan and support company-wide events.
• Deliver a five-star hospitality experience for employees and visitors.
• Lead and manage a team of five across three properties.
  
  

Account Management

• Ensure facilities services meet SLAs and operational standards.
• Manage vendor relationships and drive performance.
• Address service issues, complaints, and escalations.
• Oversee landlord services and tenant relationships.
• Develop strong client relationships and execute account management plans.
• Handle incident management, including after-hours support on a rotation basis.
• Provide accurate internal/external reporting on a monthly/quarterly basis.
• Manage financial oversight, reviewing costs and securing client approvals.
• Identify and implement additional service opportunities.
• Ensure compliance with regulatory and health & safety requirements.
• Lead and support a team of Office Coordinators/Concierges and a Community Manager.
  
  

Who are we looking for?

• Alignment with our company behaviours: Play To Win, Own Your Outcome, Solve It Together, Help Each Other Grow
• 10+ years in workplace experience, operations, and facilities management.
• Strong communicator with exceptional relationship-building skills at all levels.
• Expertise in client relationship management and account management principles.
• Proven ability to manage outsourced suppliers, helpdesk operations, and landlord/tenant relationships.
• Solid technical knowledge of hard & soft Facilities Management.
• Strong understanding of workplace Health & Safety compliance.
• Experience in retail or hospitality property operations is a plus.
• Incident management experience, with the ability to stay calm under pressure.
• Proactive, hands-on problem solver with a focus on service excellence and customer satisfaction.
• Ability to prioritise and manage multiple tasks across multiple locations.
• Commercially astute with ownership of financial matters and client reporting.
• Willingness to travel (quarterly to Philadelphia) and adapt to shifting priorities.
• Engaging personality with confidence, flexibility, and a drive for continuous improvement.
  
  

What's in it for you?

• Competitive pay scales reviewed annually
• Discretionary annual company bonus
• Private healthcare and life cover
• A focus on connectivity, flexibility and bigger relationships as part of our workplace experience strategy
• Bespoke training programmes and our bespoke ‘Instant Learning’ portal
• Reward Gateway (discounts!)
• Wellbeing Centre
• Global Employee Assistance Programme
• Brilliant colleague recognition scheme, with quarterly and annual ‘Let’s Celebrate’ awards (with great prizes!)
• Generous referral scheme
• Laptop / tech provided
  
  

At The Instant Group, we prioritise our people and our clients. We are committed to fostering diversity, equality and inclusion, providing equal opportunities in all aspects of employment. Our goal is a workforce that truly reflects society and our customers, creating an environment where every employee feels respected and empowered. When hiring or promoting from within, we see diverse experiences from a variety of backgrounds and welcome all applications regardless of age, gender, race, ethnicity, sexual orientation, religion, disability status or any other dimensions of diversity. Should you need any reasonable adjustments made to this application process, please don't hesitate to let us know. We use AI to help us assess applications fairly and objectively.



About The Instant Group

The Instant Group has been rethinking workspace since 1999 with over 500 experts working globally across more than 175 countries. Instant’s digital platforms constitute the world’s largest digital marketplace for flexible workspace listing meeting rooms, virtual offices, flexible office space and coworking memberships. Its global team advises on commercial real estate solutions from serviced offices to fully customised managed offices, and consulting services for portfolio and net zero strategies.

Instant’s approach enables agility, hybrid working solutions and improved operational resilience for more than 250,000 businesses every year. Clients include Prudential, Booking.com, Shell, Jaguar Land Rover and GSK. Instant has global offices including London, Paris, New York, Hong Kong, Singapore and Sydney.

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