Workplace Experience and Operations Lead

Say hello to possibilities.
It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
About the Role
As the heart of the workplace, you will help foster a sense of community by putting the well-being of others at the forefront. As you collaborate with colleagues to create a culture of support, you will have countless opportunities to inspire moments of delight and pursue amazing outcomes each day.
With RingCentral, you can join a team that elevates the office experience by delivering world-class services that make coming to the office better than it's ever been!
Job Summary
The Workplace Experience & Operations Lead role is at the forefront of delivering positive workplace experiences as a cultural ambassador, community advocate, and service leader. RingCentral uses high-touch services and world-class customer service support delivered by employees like the Workplace Experience & Operations Lead.
In this role, you would provide experience services and support to increase individual well-being, personal productivity, and organizational effectiveness.
As part of a "front-of-house" team, the Workplace Experience & Operations Lead is responsible for creating a supportive and comfortable atmosphere by welcoming visitors and supporting all employee-facing services. Must enjoy people and have an excellent customer service perspective0!
Duties & Responsibilities:

• Provides coordination and support for the delivery of Workplace Services, Security, Safety and Resiliency.
  
  • Services include but are not limited to: Concierge, Reception, Security, A/V Support, Meeting & Event Management, Community Programs, Meeting Supply Equipment, Food Services, Parking & Commute, Bicycle & Local Shuttle, Pet Programs, Document Services, Mail Services, Record Archiving, Office Supply Management, Moves, Adds, Changes, Furniture, Cable Management, Space Reset, Entrance Screening Protocol, and Workplace Onboarding.
• Greets employees and announces clients and visitors. Conducts guest registration through badging software. Issues visitors pass and provides site space awareness.
• Maintains awareness of the workspace. Submits janitorial and maintenance work orders as needed and/or communicates with appropriate partners to address issues. Responds to customers on behalf of other team members (e.g., Facilities or Janitorial Team).
• Responds to customer requests and complaints promptly with accurate and thorough information according to the specific request.
• Curates and administers the RingCentral platform and client materials customized to meet to the full RingCentral rooms experience. Ensures client and company materials comply with client and company brand guidelines.
• Utilizes and maintains the integrity of databases and supports data entry of required reports and other digital tools associated with service delivery, as requested.
• Follows security and emergency procedures as defined for the property. Responds to emergencies in a calm, efficient manner. Summons appropriate assistance and makes appropriate notifications by operating systems.
• Collaborates with RingCentral's Safety and Security team to maintain the security of the workplace, including access control, CCTV, and visitor management systems.
• Works with Safety and Security to implement workplace safety policies and procedures to ensure a safe and secure work environment. Conduct workplace safety audits and inspections to identify potential hazards and address them promptly
• Monitor and assess workplace hazards, security threats, and implement measures to mitigate risks.
• Provides support for the Global Real Estate & Workplace team (GREW) as directed, including expense management, meeting coordination, equipment care, and supply management. Ensures all billings for business services are invoiced and billed as required.
• Collaborates with vendors and employees who provide services and goods.
• Delivers orientations, such as facility tours, how to submit a work order, where supplies are kept, and ordering procedures, amenities, and software orders. Provides an overview of Host Experience service.
• Assists in the completion of the Service Business Continuity plan.
• May support coordination of moves, adds, and changes.
• Performs other duties as assigned.

Qualifications:

• Bachelor's Degree preferred
• A minimum of 3-5 years of similar role, front desk, concierge, customer service, or other hospitality experience is preferred.
• Ability to comprehend and interpret instructions, draft short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence, respond to common inquiries or complaints from clients, co-workers, or supervisors, effectively present information to an internal department and/or large groups of employees, and work independently with little direct supervision.
• Comfortable meeting and engaging with new people.
• Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.
• Utilize a high level of attention to detail as well as strong interpersonal skills.
• Have a positive attitude and a strong sense of urgency in resolving any issues that may arise.
• Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.
• Intermediate skills with Microsoft Office Suite products such as Word, Excel, PowerPoint, SharePoint, OneNote, Outlook, Smartsheets, etc. Comfortable with and embracing new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications.
• Ability to work flexible work schedules based on office needs.
• Strong problem-solving skills, highly adaptable and flexible and able to work independently with little supervision.
• Could work in situations requiring walking or through other means of mobility. Ability to work in a standing position for long periods. Ability to reach, bend, stoop, push, and/or pull and frequently lift to 20 lbs. and occasionally lift/move up to 40 lbs.

Characteristics and Competencies:

• Communication - Comfortable corresponding and interacting with individuals, at all levels. Exceptional creation of and use of PowerPoint, dashboards and other technology a plus
• Emotional Intelligence - Exhibit a high degree of sensitivity and empathy, regarding the emotional needs and concerns of employees and guests
• Curious and Innovative - Problem solver, creator, and willing to take risks to try things
• Organized - Detail oriented, confident, self-starter, with exceptional organizational skills
• Proactive - Exhibit a "can do" attitude, with the ability to act or respond, with minimal information
• Character - Demonstrate a high degree of integrity, accountability, and strong work ethic
• Professional - Project an approachable and personable image, regarding appearance, attitude, demeanor, and hospitality mind-set
• Resilient - Ability to work under pressure, while acting in a calm manner

Scope of Responsibility
Decisions are made with the understanding of procedures and company policies to achieve set results and deadlines. Responsible for setting own project deadlines. Errors in judgment may cause a short-term impact on co-workers and supervisors.
Safety
This Includes but Is not limited to:
Responsible for personal safety and the safety of those who are affected by your work.
Complete at a satisfactory level all required and assigned HSE training.

• Follow all activity policies and procedures, always including all HSE-related requirements.
• Participate in all HSE-related programs & activities as required, including incident investigations, interviews, auditing, and assessment, etc.
• Report any condition which you feel could result in an accident or injury and/or stop work if required.

What we offer:

• Comprehensive medical, dental, vision, disability, and life insurance
• Health Savings Account (HSA), Flexible Spending Account ,(FSAs) and Commuter Benefits
• 401K match and ESPP
• Flexible PTO
• Wellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through Headspace
• Paid parental leave and new parent gift boxes
• Pet insurance
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Rocket Lawyer services that provide legal advice, document creation and estate planning
• Employee bonus referral program

About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost-effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.
RingCentral is an equal-opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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