Site Lead

We are looking for a highly skilled and experienced Site Lead to oversee the overall customer experience for our Dubai office. This office is a key location for meeting with our customers, partners, and other organizations that we support and requires the highest level of customer service. In addition to customer service responsibilities, you will need to ensure that our workplace environments are safe, functional, and optimized to support the overall user experience.

The ideal candidate will have strong leadership and executive engagement abilities, a comprehensive understanding of facilities management, and a proven track record of collaborating effectively with cross-functional teams to achieve organizational objectives and shape the workplace experience for our employees, ensuring that the work environment is dynamic and engaging. This role demands a proactive approach to problem-solving and excellent communication skills.

This role is considered essential and requires on-site presence (5 days/week or more, 8am-5pm M-F) and is available for emergency response 24/7/365.

Key Responsibilities

• Oversee WPS on-site programs, including soft services, meeting room and event services, office supplies, amenities and perks, wellness, move management, and landlord interactions for day-to-day operations.
• Build strong relationships with local senior executives and WPS partners ensuring alignment between workplace services and organizational needs. Regularly engage with stakeholders to provide updates on site performance, challenges, and opportunities for improvement.
• Organize and support events, ensuring spaces are ready for training sessions, meetings, and other activities, including conference room setup and equipment management.
• Deliver high-quality customer service by addressing inquiries and concerns, following up to ensure satisfaction and continuous improvement.
• Ensure the smooth operation of the facility by conducting regular inspections for cleanliness, safety, and functionality, addressing repairs and maintenance needs proactively.
• Manage vendors including maintenance, HVAC, electrical, security, janitorial, furniture, and kitchen services to ensure proper delivery of their services.
• Maintain regular communication with employees via established channels to update them on site activities.
• Effectively utilize our ServiceNow platform, including receiving and reviewing requests, assigning or completing work orders, and tracking completion/closeout of tasks and requests.
• Manage the location’s operating expense budget pertaining to local responsibilities. Responsible for quarterly budget management, tracking work to cost center, and providing regular budget updates to management.
• Engage our Sourcing team to solicit bids, negotiate contracts, and oversee vendors providing services.
• Promote and maintain a clutter-free, safe working environment by adhering to safety protocols and cleanliness standards.
• Ensure business continuity for all facilities, ensuring operational resilience in the event of emergencies or unforeseen disruptions.

Qualifications

• 3-5+ years of experience in FM & Operations, hard/soft services, customer service, or related disciplines.
• Industry certifications such as FMP, BOMA, IWFM or other relevant designations.
• Strong interpersonal skills, including the ability to establish positive relationships with all levels of the organization and with business partners (internal and external).
• Proven track record in white-glove customer service, hospitality, and experience/engagement activities.
• Strong sense of prioritization and managing competing priorities and deliverables to multiple stakeholders.
• Work effectively with minimal supervision as an individual and as part of a team.
• Proficiency in spreadsheet, presentation, database, financial CAFM/CMMS and other related software tools and applications.
• Financial, analytical, and organizational skills.
• May need to work a flexible schedule including outside work hours, early mornings, evenings and/or weekends as needed to meet department and company demands.