Office Experience Coordinator

Site Lead Position Summary

The Site Lead is responsible for overseeing day-to-day site operations while serving as the primary point of contact for customers, employees, visitors, vendors, and facility stakeholders. This role combines leadership, hospitality, reception, conference center operations, audiovisual support, facilities coordination, mail and office services, and customer service excellence to ensure a seamless workplace experience. The Site Lead is accountable for service delivery, contract compliance, operational efficiency, employee support, and customer satisfaction while maintaining a professional, welcoming, and highly functional office environment.

Key Responsibilities Site Operations & Leadership

• Lead daily operations for managed services functions including mail, hospitality, conference services, reception, facilities coordination, shipping/receiving, and related office support services.
• Serve as the on-site customer contact for service issues, escalations, and operational concerns.
• Assist with employee scheduling, work assignments, training, and workflow management.
• Support staffing, onboarding, development, and performance management activities.
• Monitor service levels, operational metrics, and contractual compliance requirements.
• Ensure all work is completed accurately, efficiently, and in accordance with established service standards.
• Prepare operational reports, service documentation, and other administrative records.
• Promote continuous improvement initiatives and service excellence programs.

Hospitality & Conference Center Services

• Coordinate meetings, conferences, executive events, and special programs.
• Manage conference room readiness by ensuring spaces are fully prepared, stocked, and configured before meetings.
• Monitor conference rooms throughout the day to maintain presentation standards and operational readiness.
• Coordinate room setups, seating arrangements, meeting logistics, and event support.
• Provide white-glove service to employees, executives, clients, and visitors.
• Partner with internal stakeholders and vendors to ensure successful event execution.
• Support catering logistics including order placement, delivery coordination, setup, invoice processing, and post-event cleanup.
• Maintain inventory and readiness of conference room and hospitality supplies.

Audiovisual (AV) & Technology Support

• Set up, operate, and troubleshoot audiovisual and collaboration technologies.
• Support video conferencing platforms, Polycom systems, displays, projectors, microphones, and related equipment.
• Assist meeting participants with conference connectivity and technical issues.
• Verify AV equipment functionality and ensure devices remain charged, updated, and operational.
• Document, track, and resolve technology-related issues.
• Coordinate with technical support teams and vendors when escalations are required.
• Manage conference room technology resources and equipment inventories.

Reception & Visitor Management

• Serve as the first point of contact for guests, visitors, employees, and vendors.
• Answer incoming calls promptly and professionally.
• Greet visitors and maintain a welcoming reception experience.
• Register visitors through building security systems and maintain visitor logs.
• Issue visitor badges and security cards in accordance with company procedures.
• Notify hosts of visitor arrivals and direct guests to meeting locations.
• Maintain visitor access records while ensuring confidentiality and security compliance.
• Provide administrative support and manage shared reception communications.

Facilities Services Coordination

• Provide first-level support for facilities systems, tools, and processes.
• Monitor facilities service requests, shared mailboxes, and work-order queues.
• Coordinate repairs, maintenance activities, and vendor service visits.
• Partner with building management, contractors, and service providers to resolve facility-related issues.
• Conduct routine office inspections and identify opportunities to improve workplace conditions.
• Assist with office reconfigurations, furniture moves, and workspace planning.
• Support occupancy management and employee seating changes.
• Track vendor performance and escalate concerns as needed.
• Assist with workplace safety initiatives, hazard identification, and compliance activities.
• Support special projects and additional facilities initiatives as assigned.

Mail, Print & Office Services

• Oversee mail distribution, shipping, receiving, courier services, and package management.
• Operate multifunction devices, copiers, scanning equipment, and mail processing equipment.
• Support production print services, directing colleagues to portal when necessary.
• Ensure compliance with mail, print, and imaging procedures.
• Maintain office supply inventories and coordinate replenishment activities.
• Process work orders and support operational documentation requirements.

Customer Service & Relationship Management

• Build and maintain strong relationships with customers, employees, executives, vendors, and stakeholders.
• Respond quickly and effectively to service requests and operational concerns.
• Analyze problems and implement appropriate solutions with minimal supervision.
• Communicate professionally with all levels of the organization.
• Maintain confidentiality, professionalism, and integrity in all interactions.
• Identify opportunities to improve service quality, efficiency, and customer satisfaction.

Qualifications

• High school diploma or GED required; associate or bachelor's degree preferred.
• 2+ years of experience in hospitality, facilities, workplace services, conference services, AV support, managed services, or related customer-facing operations.
• Experience supporting corporate conferences, meetings, and workplace operations.
• Knowledge of Microsoft Teams, Zoom, Polycom, and other collaboration technologies.
• Experience working with vendors, customers, and executive-level stakeholders.
• Previous team leadership, training, or supervisory experience preferred.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.