About the job
Join our dynamic team as a Facility Manager at Sago Group's focus group facility in New York City. In this pivotal leadership role, you will be instrumental in ensuring the seamless execution of all facility operations. Your primary responsibilities will include managing administrative and operational workflows while proactively anticipating and fulfilling client needs. Your hands-on approach to staff management, logistics coordination, and commitment to exceptional customer service will enhance individual project success and bolster our facility's reputation within the competitive market research sector. This position requires 100% in-person attendance at our facility, reporting directly to the Facility Director.
- Create positive onsite experiences to encourage repeat business.
- Act as a dedicated on-site concierge, fostering a welcoming environment while delivering outstanding customer service.
- Identify and swiftly address any signs of client dissatisfaction, maintaining a proactive and responsive approach to client issues.
- Lead a team comprising Facility Supervisors, Site Supervisors, and Client Service Representatives (CSRs).
- Supervise staff to uphold the highest standards of client and respondent satisfaction.
- Ensure adherence to consistency, efficiency, and meticulous attention to detail.
- Collaborate with the Facility Director in training and developing employees.
- Assist the Facility Director in providing continuous feedback and career coaching.
- Support the Facility Director in conducting annual performance evaluations for full-time and part-time staff.
- Operational Oversight:
- Delegate tasks effectively to facility staff, ensuring a comprehensive understanding of client expectations and project intricacies.
- Oversee hospitality and administrative functions within the facility for seamless operations.
- Coordinate with external vendors to ensure timely delivery of high-standard client needs.
- Assist with basic IT/AV issues and liaise with the AV/IT Department for problem resolution.
- Provide secondary support to Project Managers in client services and feedback.
- Maintain the facility and collaborate with property management and approved vendors.
- Project Execution and Administrative Tasks:
- Review all project materials during project kick-off to fully understand scope and requirements.
- Participate in kick-off calls with clients.
- Engage in comprehensive communication with clients prior to research initiatives to ensure all project needs are collected.
- Adhere to established facility project execution protocols, including paperwork, client welcome, and staff briefings.
- Ensure all client food service and day-of requests are fully met.
- Oversee participant compensation processes efficiently.

