Oliver Wyman - Office Services Manager - New York

Company:Oliver Wyman

Description:

At Oliver Wyman, a Marsh (NYSE: MRSH) business, we bring deep industry insight, bold innovation, and a collaborative approach that cuts through complexity to help organizations navigate their most defining transformative moments.

As a business of Marsh, we work alongside the world’s leading experts across risk, reinsurance and capital, people and investments, and management consulting. Together with Marsh Risk, Guy Carpenter, and Mercer, we help organizations build resilience and competitive advantages from every angle. With annual revenue over $24 billion and more than 90,000 colleagues in 130 countries, Marsh helps build the confidence to thrive through the power of perspective. 

For more information, visit oliverwyman.com, or follow us on LinkedIn and X.   

About the Role

We are seeking an experienced, people-focused Workplace Experience Manager to lead the day-to-day workplace experience for our New York office and provide oversight for a portfolio of additional offices. This is a highly visible, onsite leadership role for someone who combines strong operational discipline with a genuine hospitality mindset.

The successful candidate will lead and develop the local Workplace Experience team, oversee workplace operations and service delivery, build trusted relationships with senior leaders and employees, and continuously improve the workplace experience. Success requires someone who is approachable, proactive, service-oriented, comfortable taking ownership, and able to operate with a high degree of independence in a fast-paced professional environment.

This role is based in New York City and is expected to be onsite five days per week given its responsibility for the workplace experience; occasional flexibility may be available.

What You’ll Do

Workplace Experience & Hospitality

• Champion a hospitality mindset across the workplace, creating a welcoming, polished, and highly responsive experience for employees, clients, candidates, and visitors.

• Maintain a visible and approachable presence in the office, build relationships across all levels of the organization, and develop a strong understanding of employee and business needs.

• Anticipate workplace needs, remove friction, and take ownership of issues through resolution rather than waiting for problems to escalate.

• Establish and continuously raise service standards across reception, meeting spaces, workplace presentation, and other employee-facing services.

• Partner with internal stakeholders to support office events, employee engagement activities, town halls, client meetings, and other important workplace experiences.

• Gather feedback from employees and stakeholders and translate insights into practical improvements across New York and the additional offices within the Manager’s portfolio.

People Leadership & Coaching

• Lead, coach, and develop the New York Workplace Experience team, initially consisting of two team members, while ensuring appropriate coverage and service continuity.

• Set clear expectations and service standards and model the professionalism, judgment, responsiveness, hospitality, and ownership expected of the broader Workplace Experience team.

• Provide regular coaching, feedback, and development opportunities that build employees’ skills, confidence, and careers.

• Manage the full employee lifecycle, including recruiting, onboarding, performance reviews, recognition, and performance management when needed.

• Create an inclusive, collaborative, and accountable team culture in which employees are empowered to solve problems and continuously improve the workplace experience.

Workplace Operations & Office Oversight

• Lead the day-to-day operation of the New York workplace, ensuring the office is safe, welcoming, clean, secure, functional, and consistently maintained to a high standard.

• Provide oversight and guidance for Workplace Experience delivery across additional offices within the assigned portfolio, ensuring consistent service standards.

• Serve as a primary point of contact for workplace issues and coordinate with Facilities Management, Real Estate, Security, Technology, Human Resources, Finance, and other internal teams to resolve concerns and service disruptions promptly.

• Oversee workplace service providers and internal partners, holding them accountable for agreed service levels, quality, and responsiveness.

• Manage the Workplace Experience operating budget, including forecasting, expenditure, invoice review, procurement, and appropriate financial controls.

• Maintain accurate workplace documentation, procedures, occupancy information, operational records, and required data, and support space planning, internal moves, and evolving business requirements.

• Ensure compliance with applicable health and safety, security, emergency preparedness, fire safety, and business continuity requirements, and act as a key local resource during workplace incidents or disruptions.

Projects, Real Estate & Continuous Improvement

• Lead or support workplace projects including office moves, renovations, workplace refreshes, space changes, construction activity, and future office openings or expansions.

• Partner with Real Estate, Facilities, Technology, Finance, and business stakeholders to translate business needs into practical workplace solutions and deliver projects with appropriate attention to employee experience, cost, timing, and quality.

• Manage multiple projects and priorities simultaneously while maintaining clear communication with affected stakeholders.

• Identify opportunities to improve workplace systems, processes, services, and ways of working; support regional and global initiatives and share best practices across the Workplace Experience community.

• Use sound judgment to balance employee experience, operational requirements, budget considerations, and business priorities.

What You Bring

• 7+ years of experience in Workplace Experience, hospitality, facilities, office operations, corporate real estate, or a related field.

• 3+ years of people leadership experience, including demonstrated success coaching, developing, and managing employees.

• A strong hospitality and service mindset, with a track record of creating welcoming, responsive, high-quality experiences.

• Experience leading workplace operations in a complex, fast-paced, and highly professional environment.

• Demonstrated ability to build trusted relationships and work effectively with senior executives, business leaders, employees, clients, and external partners.

• Strong executive presence, interpersonal skills, and professional judgment.

• A warm, approachable, and collaborative leadership style with the ability to energize and positively influence a team.

• Strong organizational and project-management skills, with the ability to manage competing priorities and respond calmly when circumstances change.

• Experience managing operating budgets, monitoring expenses, and maintaining appropriate financial discipline.

• Experience working with established vendors and service providers and holding partners accountable for service quality.

• Experience supporting space planning, office moves, renovations, construction, or other workplace projects.

• Working knowledge of workplace health and safety, security, emergency preparedness, and business continuity practices.

• Strong written and verbal communication skills.

• Demonstrated ability to identify problems, exercise sound judgment, take ownership, and implement practical solutions.

• Comfort operating with a high degree of independence while knowing when to collaborate or escalate.

• Bachelor’s degree or equivalent combination of education and relevant professional experience.

What Success Looks Like

• Employees, clients, candidates, and visitors consistently experience a welcoming, polished, and well-run workplace.

• The Workplace Experience team is engaged, well coached, accountable, and confident taking ownership.

• Senior stakeholders view the Workplace Experience Manager as a trusted, responsive, and solutions-oriented partner.

• Workplace issues are anticipated where possible, resolved quickly when they occur, and used as opportunities to improve service.

• Service standards, spending, and workplace operations are well managed across New York and the additional offices in the portfolio.

• Projects and workplace changes are executed smoothly, with clear communication and minimal disruption, and the workplace contributes positively to employee connection, engagement, and productivity.

Working Expectations

• The role includes approximately 10% travel to support other offices within the assigned portfolio.

• Occasional early-morning or evening support may be required for important workplace events, projects, office disruptions, or other business needs, but regular overtime is not expected.

The applicable base salary range for this role is $79,000 to $116,000.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package, which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.

Oliver Wyman is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit oliverwyman.com, or follow us on LinkedIn and X. 

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting [email protected].

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.