Office Experience Manager

• Own consistent delivery and evolution of the consultative client experience within assigned offices


• Lead teams through adoption of new operating processes, behaviors, and ways of working


• Identify patterns in associate behaviors and client interactions to coach teams and address execution gaps


• Evaluate execution quality and client impact, modeling consultative and leadership behaviors


• Ensure new client experience processes, technology, and office-level tests are implemented as designed


• Conduct client interviews after appointments, gather feedback, and translate insights into actionable feedback for associates and partners


• Adapt execution, behaviors, and priorities based on feedback and observed outcomes


• Maintain disciplined operational performance and office-level readiness


• Lead and develop associate performance through coaching, feedback, and clear expectations


• Exercise judgment in addressing client needs, associate performance, and operational priorities


• Participate in recruiting, hiring, and onboarding decisions


• Ensure seasonal workforce readiness and performance in partnership with the District General Manager and supporting leaders


• Establish a performance-driven, collaborative office culture


• Reinforce professionalism, inclusion, and collective responsibility


• Recognize progress and address culture or performance misalignment


• Deliver office-level performance outcomes, including client experience, associate results, and execution quality


• Identify underperformance or misalignment and take timely corrective action

Requirements

• Bachelor's degree in a related field or the equivalent through a combination of education and related work experience


• 3 years minimum related work experience


• Managerial experience leading people in a retail, service, or multi-unit environment, with accountability for execution, performance outcomes, and team results


• Demonstrated ability to exercise independent judgment and discretion in planning, prioritization, and day-to-day decision-making to deliver consistent results


• Strong client-centric mindset with a commitment to delivering a differentiated, consultative client experience through leadership and execution


• Strong people leadership capability, with proven ability to coach, develop, and hold associates accountable for performance and behaviors


• Experience leading teams through change and evolving expectations, including adoption of new processes or ways of working


• Ability to evaluate execution quality and translate client and performance feedback into corrective action and improvement


• Demonstrated professionalism, sound judgment, and clear communication skills when addressing both positive and critical feedback from clients and associates


• Comfort operating in test-and-learn environments, adapting execution based on feedback while maintaining operational discipline and standards


• Data and insight fluency, including comfort interpreting performance data, recognizing meaningful patterns or risks, and using insights to inform actions and priorities


• Willingness and ability to maintain consistent on-site leadership presence, with scope of responsibility flexing based on office and district design


• Experience working in a consultative, client-facing environment where client conversations require judgment, trust-building, and problem-solving


• Preferred: Prior responsibility for leading or influencing front-line leaders, such as Team Leaders or supervisors, in addition to individual contributors


• Preferred: Exposure to pilot, Proof of Concept, or innovation environments where learning, iteration, and scaling were required


• Preferred: Experience partnering cross-functionally, such as operations, analytics, or training, to improve execution and client outcomes


• Preferred: Prior experience supporting recruiting, onboarding, or workforce readiness for seasonal or variable staffing models

Core Competencies

Demonstrates strong leadership and coaching capabilities to enhance associate performance and client experience. Skilled in evaluating execution quality and translating feedback into actionable improvements while maintaining operational discipline.

Highest-signal resume keywords

• Client-Centric Mindset


• People Leadership Capability


• Change Management Experience


• Data and Insight Fluency


• Consultative Client-Facing Experience

ATS Optimization Keywords

Hard Skills

• Performance Evaluation


• Operational Performance Management


• Coaching and Development


• Recruiting and Onboarding


• Process Implementation

Soft Skills

• Clear Communication


• Judgment and Discretion


• Adaptability


• Collaboration


• Professionalism

Industry Keywords

• Retail Environment


• Service Environment


• Multi-Unit Management


• Test-and-Learn Environments


• Client Experience Processes