Manager, Workplace Experience

About the Role As ATB’s next Manager, Workplace Experience (WE) within People Places & Spaces (PP&S), you will report to the Director, Workplace Operations. You will play a pivotal role in upholding the physical and digital presence of our workplace, ensuring a seamless and exceptional experience for all clients and team members. You will provide supervisory leadership, coaching, and guidance to empower your team to deliver on key service initiatives and hospitality while managing the intricate details of operations.

You will enhance service sophistication, foster strong vendor relationships, and ensure efficient management of budgets and processes. You will serve as the face of PP&S dedicated to elevating the enterprise experience through curated journeys in space. By creating moments of delight and a differentiated environment, you will ensure our workplace is a destination of choice that delivers tangible, exceptional results for all our stakeholders.

In this role, you will lead results through others, directly managing a diverse team of Experience Coordinators, Curators, and vendors to uphold and evolve our ways of working. You will independently oversee the Workplace Experience team’s optimization projects, working closely with project delivery leads to navigate cross‑functional efforts and achieve successful outcomes. Your proactive approach and constant continuous improvement mindset will be crucial in maintaining operational stability while enhancing the end‑user journey.

Operational Requirements This is a fully onsite leadership role based Monday through Friday at ATB Place in downtown Edmonton. As a leader who leads by example, you will provide occasional backup coverage for the team, staying closely connected to the front line by assisting with guest check‑ins, reception flow, and meeting room coordination when necessary to ensure a seamless client experience. This role will also require travel to other ATB locations across Canada as needed to support Workplace Operations, with regular travel to Calgary.

Accountabilities Team Supervision and Development: Lead, manage and develop a diverse team of professionals; fostering innovation, continuous improvement and professional growth in a collaborative and high‑performing environment. Manage scheduling/vacation coverage for the Workplace Experience Team. Elevate Service Sophistication: Drive a world‑class hospitality culture across all physical and digital touchpoints, transforming the office into a destination of choice for our clients, team members, shareholders, and the communities we serve.

Uphold and Evolve Operating Model: Implement the strategy for client and team member experience frameworks, service level expectations, service excellence, and hospitality programs; prioritize unique stakeholder journeys, intentionally creating moments of delight within the workplace. Vendor and Budget Management: Drive strategic partnerships as the primary escalation point for service delivery. You will lead Quarterly Business Reviews (QBRs) and oversee the full lifecycle of contracts, budgets, and invoicing to ensure vendor accountability.

Strategic Optimization: Lead workplace experience‑related projects and process improvements. You will be responsible for documentation, communication strategies, and ensuring spatial experience programs curation and budget, encompassing reception, amenities, and corporate accommodations. Access Management: Uphold day‑to‑day management of our physical access card program and ensure critical security and compliance controls are reinforced.

Service Request Lifecycle Management: Oversee the end‑to‑end enterprise service request workflow for all facilities and workplace requests across our real estate portfolio. You will ensure that all requests are triaged, assigned, escalated, and resolved within established service level agreements. Oversee Team Accountabilities: First Point of Contact for team operations, including reception desk, workplace services, inboxes, and phone management.

Coordinate onsite guest and contractor management processes. Security access card administration, creation, distribution, terminations, and contractor extensions. Lead enterprise service request management for all facilities, overseeing vendor setup, training on internal tools, and the full invoice approval lifecycle.

Vendor management for onsite services, amenities, stationery, and event‑related items – including purchasing and inventory management. Meeting room coordination and support for large events, including coordination with caterers, day‑of logistics, and technology triage and escalation. Manage the curation and upkeep of all common areas, meeting rooms, kitchen hubs, and stationery / print rooms to maintain high standards of workplace excellence.

Manage workstation, locker, and storage assignments while supporting team member moves and the administration of space‑booking tools. Oversee mail and courier sorting and distribution at our satellite mail distribution locations; in alignment with central document management mail handling procedures. Inspire a differentiated end user experience by leading workplace tours, upholding etiquette standards, and educating team members on our spaces, amenities and technology.

Serve as the primary conduit for end‑user feedback, acting as the “eyes and ears” of our spaces to capture real‑time insights and manage the feedback cycle through our established framework. Maintain operational resilience through team cross‑training and coverage planning, providing backup support for the reception desk and meeting rooms as required. Knowledge, Skills and Experience Leadership and Communication: Proven ability to manage and inspire a team of front‑line team members, fostering collaboration and high performance.

Business Acumen and Client Experience: Ability to connect the dots between organizational flow and client satisfaction. You understand how an elevated office experience acts as a business driver and a key differentiator for the enterprise. Critical Thinking and Planning: Ability to align operational processes with organizational goals, demonstrating strong planning and organizational skills to manage multiple priorities and deadlines.

Operational Excellence: Deep understanding of operational processes and best practices, with strong analytical and problem‑solving skills to identify and address operational challenges. Vendor Management Expertise: Knowledge of vendor management lifecycle best practices (onboarding, performance management, offboarding) and experience supporting the tools and frameworks used to manage vendors. Collaboration and Teamwork: Ability to work collaboratively with cross‑functional teams and stakeholders, demonstrating a strong team‑oriented approach to problem‑solving.

Project Integration and Change Adoption: Act as a catalyst for project adoption and operational integration, supporting the seamless handover of initiatives from the Project Delivery team into steady‑state operations. You will champion change management efforts, working directly with end‑users to drive adoption, manage feedback cycles, and ensure that new solutions are fully integrated with minimal disruption to the stakeholder journey. As the ideal candidate, you possess: A minimum of 5 years of experience in a manager role, with a proven track record of overseeing operations, delivering projects, and managing teams. 5+ years experience in workplace, office services or facilities experience preferred.

Experience in hospitality or premium client‑facing roles is considered a significant asset. Demonstrate a desire to lead and model exceptional client experiences daily in a role that is intentionally front‑of‑house, acting as the visible face of the workplace experience for all team members and guests. A post‑secondary degree in business administration, operations management, or a related field.

Proficient in Google Suite, project management software, and data analysis tools. Experience in leading and managing high‑performing teams, with a focus on coaching, mentoring, and developing talent. Excellent communication, interpersonal, and presentation skills, with the ability to influence and engage stakeholders.

Strong problem‑solving, and decision‑making skills, with a proven ability to think strategically and drive results. Strong analytical and interpretive skills to recognize and comprehend complex issues, policies and regulatory requirements affecting ATB’s environment. We encourage candidates from all work backgrounds, equity‑seeking communities and experience levels to apply.

We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business. #J-18808-Ljbffr