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Waveguide

Position Title: DIRECTOR, CLIENT EXPERIENCE

Pay 18

Reports To: Technical Services Director

Salary: $130000 - $150000 / year

Other Forms of Compensation: 10% Field Incentive Plan Bonus

Founded in 1996, Waveguide LLC is an internationally renowned independent consultant in audiovisual design, information technology design, acoustics consulting, on-site technology management and workplace data analytics. Waveguide is headquartered in Charlotte, North Carolina, with regional consulting locations in Atlanta, Los Angeles, New York, Chicago, Houston, Raleigh, Tampa and Portland.

Our award-winning designers and consultants create world-class communication environments that look as good as they perform. And our data analytics solutions empower facility managers with the resource insights they need to optimize building performance and our clients’ technology investment.

Our trusted AV operations teams are among the most experienced and highly qualified in our industry. They are at our clients’ side to tackle the daily technical and logistical challenges of their meetings and events so they can focus on what matters most.

At Waveguide, we build relationships. Whether it’s your relationship with a client, or the relationship of a technology system to its environment, our success and the success of our clients depends on how we apply our expertise to meet our clients’ needs. Together, we help create strategic technology plans that reflect the way people live, learn and work. We help design efficient buildings and infrastructure that save dollars and make sense. And we design effective technology systems regular people can actually use. But we’re only as good as our people.

We are seeking associates who are passionate, creative thinkers and who will be tirelessly dedicated to building lasting relationships and finding innovative answers to our clients’ most challenging questions.

Within Compass Group, Waveguide is part of the Eurest family that provides dining services to local, regional and national companies across the United States. Services include operating employee dining centers, on-site catering, executive dining rooms, and other managed services.

Job Summary

Waveguide’s hospitality team believes in using technology to elevate the human connection by inspiring confidence in our client partners. The confidence our world-class audiovisual technology hospitality team inspires allows our clients to deliver events that drive engagement – the gold standard of any successful meeting. To do that, our hospitality team is guided by our HERO ethos, which ensures we observe, respect and reflect our clients’ unique culture back to each attendee at all meetings and events.

+ Hospitality – Always listening

+ Excellence – Always improving

+ Resilience – Always flexible

+ Ownership – Always trusted

That’s where the Director of Client Experience comes in. The Director of Client Experience is primarily responsible for oversight and accountability of the successful partnership with the client and the delivery of all solutions and services. This includes the operation of the client site, the deployment of strategic initiatives by solution owners and program managing directors, and the delivery of technology hospitality service by all frontline team members in their account portfolio. The Director is to be the single point of contact and the facilitator of all solution owners, program managing directors and client stakeholders. Successful engagement and facilitation will ensure the timely, efficient and effective delivery of each solution on behalf of the client.

The administrative deliverables include maintaining a trackable client engagement schedule, developing quarterly client reviews and consistently communicating with the internal teams delivering each solution.

The Technology Hospitality Manager or the Client Experience Manager for each client will report directly to the Director of Client Experience. The Director of Client Experience will report directly to the Senior Director, Account Operations. The ideal candidate would be based in the NY / NJ area.

Responsibilities

+ Provide leadership to all Waveguide team members at each client site within the portfolio assigned

+ Lead and contribute to the healthy culture of all local and remote team members

+ Develop client relationships and cultivate new business opportunities. Represent all Waveguide services when opportunities arise.

+ Develop a weekly cadence with the Waveguide Managers at all client sites

+ Develop a weekly cadence with the client managers and client stakeholders at all sites

+ Create a working relationship with client contacts through monthly onsite visits

+ Ensure the client is aware of the levels of service and the proper expectations of all team members outlined in the Scope of Work

+ Gather and report all administrative and financial data back to Senior Director, Account Operations on a regular basis

+ Ensure that all AV technical requirements are met by managing and directing the efforts of each client site and its Technology Hospitality Manager or Client Experience Manager

+ Oversee the development of all QBR and MBR presentations with the Technology Hospitality Manager or Client Experience Manager

+ Receive and review all client data regarding preventative maintenance, room inventory, room utilization, etc. from client management

+ Ensure all managers are actively engaged with their team members for communication, culture and training

+ Hold all managers accountable to their individual duties and assignments

+ Be ready to answer all questions from either the leadership of Waveguide or the client at any time and within a moment’s notice

+ Be responsible for the financial health of all accounts within your client portfolio

+ Oversee the recruiting, interviewing, hiring and firing of all team members on the frontline

+ Perform other related duties as assigned

Required Core Competencies

+ Working knowledge of basic contract language and agreement structures

+ Ability to perform basic mathematics in a business environment

+ Working knowledge of corporate accounting

+ Ability to produce a forecast and operate within a designated budget

+ Ability to influence decisions by key client stakeholders using data and operational insights

+ Familiarity with event production roles and functions

+ Strong understanding of commercial/institutional technology applications and operations, including audio systems, video display technology, unified communications, digital signage, networked signal distribution and complex automation and control

+ Significant experience with commercial/institutional building design and construction, including understanding of common building systems (i.e. HVAC, electrical, lighting, building controls, security, etc.)

+ Ability to absorb business data and translate into actions with designated business outcomes

+ Ability to communicate clearly both verbally and in written form

+ Ability to absorb and understand written business communication and respond professionally and hospitably to every situation

Preferred Qualifications

Working knowledge of:

+ Commercial construction projects and phases

+ Construction drawings

+ Ability to offer operational insights during the design phase of AV construction projects

Click here to Learn More about the Compass Story (http://www.compass-usa.com/our-story/)

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.

Associates at Waveguide are offered many fantastic benefits.

+ Medical

+ Dental

+ Vision

+ Life Insurance/ AD

+ Disability Insurance

+ Retirement Plan

+ Paid Time Off

+ Paid Parental Leave

+ Holiday Time Off (varies by site/state)

+ Personal Leave

+ Associate Shopping Program

+ Health and Wellness Programs

+ Discount Marketplace

+ Identity Theft Protection

+ Pet Insurance

+ Commuter Benefits

+ Employee Assistance Program

+ Flexible Spending Accounts (FSAs)

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here (https://www.compass-usa.com/wp-content/uploads/2023/08/2023\_WageTransparency\_Waveguide.pdf) for paid time off benefits information.

Applications are accepted on an ongoing basis.

Waveguide maintains a drugfree workplace.