Job Opening for Director of Customer Experience in Industrious (New York, NY)

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Job Category : Management
Company Name: Industrious
Position Name: Director of Customer Experience
Location : New York, NY
Job Description : About the Company: Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what makes a great day at work is the people on your team, and the problems you get to solve together. We’re looking for people who love thinking outside the box and thrive in a truly collaborative setting. As teammates we encourage new ideas and toast every win. We’re excited about having a meaningful impact on people’s workplace experience. Great days also start when everyone can be their authentic self at work. Diversity of backgrounds, thoughts, and ideas is critical to our success in delivering great workplace experiences, both for our members and for each other. Industrious is committed to creating an inclusive, respectful environment that embraces your individuality and quirkiness. You are valued for who YOU are. We celebrate our people as individuals who can accomplish great things when we work together as one team. We are proud to have been recognized as one of America’s 500 fastest-growing companies in 2020 by Inc. Magazine and one of Forbes’ Best Startup Employers. To learn more, visit www.industriousoffice.com/careers. About the Role: As the leader of our hospitality team at Industrious, your role is to define, standardize, iterate, and scale our members’ experience. How should a member of Industrious feel? What kind of service culture do we need to deliver to create that feeling? How do we bottle up that experience into a spirit our team can execute and a set of standards, tools, and training that can scale and grow with us over time? What’s next for experience at work, how is the market changing, what is the competitive landscape like, and how do we respond to those variables? You’ll do this by working closely with your own small but mighty team of hospitality experts as well as your peers who work on our physical and digital product, our architectural and interior design, our marketing and brand awareness, our IT and facilities infrastructure, and our frontline operations. This role will require a breadth of skills. A single week might involve: visiting existing Industrious locations with a member of your team to observe how our members use the space, sitting down with our frontline leaders to determine the financial and operational implications of one of your team’s latest customer experience initiatives; revising a manifesto of your vision for the Industrious customer experience of the future; coaching a team member on how to lead a vendor review process; synthesizing insights from our NPS survey responses; kicking off a project to rethink how we plan for and procure our locations’ food and beverage supplies. And more! You’ll be successful in this role if you love both the iterative and the innovative pieces of customer experience – running a machine at scale to produce great results each time in a standardized way, but also opening the box to the hard questions that will ultimately create an even better experience for our members and a stronger set of business outcomes. You have an expert command of core hospitality and experience skills, have pattern recognition for the types of things that go right and wrong in networked hospitality businesses, care about customers’ needs, derive energy from initiating new systems and strategies for scale, intrinsically prioritize people and their development, enjoy leading through ambiguity, and are a low-ego, collaborative leader who is excited about working alongside smart, kind, humble, and goofy people to deliver a great day at work to tens of thousands of people. You’ll love this role if: You get energy from figuring out what makes people have a really great day at the office. How can you help them be productive? How can you help them recharge? How can you help them feel connected to and energized by other people? You can get into the mindset of a typical office user as well as a corporate decision maker. You understand people and through a few conversations can quickly identify what makes them tick. You really sweat the details and notice everything around you, but know how to quickly prioritize your time without losing sight of the big picture. You’re a sponge for new learnings and insights – you collect data points and stories in your mind. You make connections between them, and love digging into the deeper whys behind the surface level to get at a surprising finding You like outlining a strategy and rallying teams around it just as much as you like spending time with customers and the frontline team. You enjoy coaching people on soft service skills as much as teaching them how to manipulate data to uncover insights. This role isn’t for you if: You love hospitality, but your passion is really for leisure experiences You prefer to work from home most of the week. Your energy really comes from personally delighting customers and solving their challenges (that’s amazing but you won’t be able to do this at scale). You find work, workplace experience, or commercial real estate really boring You thrive with a lot of structure and being guided on what exactly success looks like from the outset You rely on others to provide the latest insights versus using our data and conversations to form your own insights and point of view. Responsibilities: Design a set of hospitality and experience standards that support your and Industrious’ vision for best in class customer experience at work; develop, implement, and iterate tools to deliver that experience consistently through our frontline teams Proactively lead us into the future of customer experience, drawing from customer insights, your industry knowledge, the competitive landscape, and feedback from our teams and customers Be a champion of our service culture, finding ways to continuously train, recognize, and reinforce behaviors across all teams that define our service approach. Hire, coach, and lead an engaged team that sets the standard for our industry Be an active contributor to a collaborative group of cross-functional leaders solving all sorts of the businesses’ toughest questions Perks: In addition to our incredible team, there are lots of other fun reasons to work with us. Health care, including vision and dental Learning & development grant 401K plan Generous vacation time Paid parental leave Team activities and annual company-wide offsite Industrious in the News: CBRE Acquires 35% Stake in Flexible Workspace Firm Industrious The Continued Rise of Offices in a Virtual World: Industrious Flex-Office Provider Industrious Expands As Industry Contracts Future of Flex: How Employee Choice Could Change Offices for Good As Other Co-Working Spaces Struggle, Startup Industrious Stokes a Growing Niche
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