What are the responsibilities and job description for the Workplace Experience Manager position at The Millennium Group, Where Service Matters?
Now is a great time to join our growing company! The Millennium Group (TMG) is an award-winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30 years of success in the industry.
Summary
The Workplace Experience Manager oversees daily office operations, leads the workplace team, and serves as the primary point of contact for client service needs and escalations. This role ensures a high‑quality, safe, and efficient work environment by managing mail operations, facilities support, vendor coordination, training, reporting, and overall workplace experience standards. The Manager drives team performance, resolves issues proactively, and maintains strong relationships with building partners and internal stakeholders.
Responsibilities
Summary
The Workplace Experience Manager oversees daily office operations, leads the workplace team, and serves as the primary point of contact for client service needs and escalations. This role ensures a high‑quality, safe, and efficient work environment by managing mail operations, facilities support, vendor coordination, training, reporting, and overall workplace experience standards. The Manager drives team performance, resolves issues proactively, and maintains strong relationships with building partners and internal stakeholders.
Responsibilities
- Serve as the client's primary contact for service needs, escalations, and issue resolution.
- Provide leadership, coaching, and development for Workplace Experience Associates.
- Communicate team goals, monitor performance, and address strengths and improvement areas.
- Ensure all safety, security, and compliance procedures are consistently followed.
- Oversee all mail and package operations, including receiving, processing, and delivery.
- Create shipping labels and support users with courier and postage systems.
- Maintain a clean, safe, and organized workplace, including pantries, conference rooms, and common areas.
- Manage office supply inventory, convenience copier/kiosk areas, and equipment service requests.
- Perform daily facilities walkthroughs and manage work orders through building systems.
- Coordinate with building management and vendors for maintenance, repairs, and service needs.
- Support employee moves, furniture relocation, and conference room setups including AV equipment.
- Ensure bathrooms are maintained and stocked throughout the day.
- Oversee new hire, monthly, cross‑training, and site‑required training programs.
- Prepare and update Monthly Management Reports and Quarterly Business Reviews.
- Respond promptly to client issues and escalate critical matters to leadership without delay.
- Provide general facilities support and complete additional duties as assigned.
- 5 years of experience in an office, facilities, or workplace services environment.
- 5 years of experience with Microsoft Office (Word, Excel, Outlook).
- Strong leadership, coaching, and team‑building skills.
- Exceptional customer service, verbal communication, and phone skills.
- Professional demeanor, appearance, and attitude.
- Ability to remain calm, resilient, and solutions‑focused under pressure.
- Strong judgment, problem‑solving ability, and discretion with confidential information.
- Flexible, adaptable, and comfortable in a fast‑changing environment.
- Assertive, resourceful, and proactive with strong initiative.
- Ability to lift up to 50 lbs.