WX Operations Senior Specialist

Be a part of a revolutionary change! At PMI, we’ve chosen to do something incredible. We’re totally redefining our business and building our future on smoke-free products with the power to deliver a smoke-free future. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly new directions. The Workplace Experience (WX) team in Global Studio, London, is currently looking for a WX Operations Sr. Specialist. In this role, you will be responsible to deliver and oversee WX services and facility operations, for PMI’s two sites in London: PMI Global Studio and PML Hammersmith, while ensuring high customer satisfaction, service quality and compliance, and adherence to the PMI WX Operating Model. Your responsibilities: • Ensure that the operations of the third-party vendor are aligned with the WX Operating model (customer centricity, data driven decision making, experimentation, continuous improvement). • Proactively identify areas for improvement in vendor services. • Work with vendors to implement enhancements and optimize processes. • Support employee programs and services including events and fleet operations. • Oversee the delivery, performance, quality, and customer satisfaction of the WX services delivered by the third-party vendor. • Oversee and maintain a strong relationship with the sites’ internal and external key partners to ensure smooth operations. • Control and validate monthly spending by third party vendors. • Ensure compliance with statutory regulations for facilities and services in collaboration with Security & Market Safety. • Address any service-related issues promptly and ensure proper reporting. • Escalate critical issues to relevant partners as needed. • Ensure service delivery through third party vendor per the SLAs/critical metrics and PMI principles and practices. • Ensure that quality measurements are reported into the performance dashboards as per the requirements of Performance & Customer Centricity. • Identify needs and relevant data sources for performance indicators. • Ensure that satisfaction measurements are reported into the performance dashboards as per the requirements of Performance & Customer Centricity. • Ensure end to end great experience for all workplace residents thorough smooth operations and excellent facilities. • Serve as SME regarding project management in the field of expertise. We’re looking for someone with: • Bachelor’s degree in Business Administration, Hospitality, Facility Management, Business Engineering or equivalent • Minimum 2 years of experience in a role in facility and hospitality services management • Exposure in a multi-national corporate HQ or equivalent • Experience in designing and deploying new services is a plus • Certifications: CAFM, PMP, OSHA, PE, ITIL is an asset • Proficiency in English, French is a plus • Customer focus mindset • Analytical and problem solving skills • Excellent communication and collaboration skills • Attention to detail • Interpersonal savvy What we offer: Our success depends on our dedicated employees who come to work here every single day with a sense of purpose and an appetite for progress! Join PMI and you too can: • Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore. • Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong. • Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress. • Take pride in delivering our promise to society: to deliver a smoke-free future!