Job Description:
Job Description
At Gilead, we believe every employee deserves a great leader. As a people leader now or in the future, we expect that you will model and create an environment of inclusion, be intentionally focused on the hiring, development, growth, and retention of talent, and empower teams to align and achieve goals.
Job Description
Zone Community Manager, Employee Experience
Corporate Engineering & Facilities (CEF)
Gilead Sciences is a biopharmaceutical company that discovers, develops, and commercializes innovative therapeutics in areas of unmet medical need. The company's mission is to advance the care of patients suffering from life-threatening diseases worldwide. Headquartered in Foster City, California, Gilead has operations in North, South, and Central America, Europe, Africa, Asia, and Australia. Gilead makes it a priority to increase access to its medicines for people who can benefit from them, regardless of where they live or their economic status.
At Gilead, creating a person-first environment for employees and guests is key as we continue to advance therapeutics and the care of patients. Managing the in-between moments of interaction and experience, communicating authentically, and putting our end user at the center of what we do are hallmarks of the growing Employee Experience program.
Reporting to the Senior Director of Employee Experience, this position will oversee an assigned area of the Foster City campus, serving as a first point of contact and providing a hospitality-oriented, person-first experience for employees, contractors, and visitors while onsite. It will require interacting with facility users, including executives and VIPs, as well as multiple stakeholders to ensure customer service satisfaction and overall service efficiency. This position will be based in Gilead’s Corporate Headquarters in Foster City, California, USA.
The ideal candidate will have a strong background in hospitality and/or facilities services, share a passion for customer service, teamwork, and collaboration, and have a solution-oriented mindset dedicated to the continual improvement of Gilead’s service experience. Familiarity with the bio-medical or pharmaceutical industry will be helpful.
Core Responsibilities
Acting as an employee advocate to inform and refine internal processes and standards by identifying user needs and bringing this information forward to internal stakeholders
Handle all employee and guest interactions with the highest level of customer service, hospitality, and professionalism to ensure exceptional employee experience delivery
With a hospitality mindset, serve as the single point of contact for users in assigned areas to resolve inquiries, issues, and concerns
Become the subject matter expert in the assigned area to provide support for employees and serve as an advocate for their feedback and ideas
Routinely conduct site inspections to ensure the area is of the highest standards and capture the perspective of our employees, vendor partners & guests (“walk in their shoes”).
Build close relationships with vendor partners to maintain smooth operation of day-to-day service delivery and ensure outlined processes and procedures are followed.
Proactively engage with our workforce and visitors to gain insight on ways to continuously enhance our services towards providing an exceptional employee experience
Provide compelling campus tours in assigned area
Assist with various projects to enhance employee experience
Regularly surface new ideas and opportunities for program refinement with leadership, drawing on employee feedback, field observations, and industry benchmarking.
Own impactful campus projects as needed, to drive consistent experience across all buildings.
Knowledge, Experience, and Skills
Strong observational and listening skills to identify and anticipate employee needs based on trends and signals, and translate them into process and service changes
Good project and stakeholder management skills, be able to follow up and follow through on multiple priorities
Good problem-solving, building win-win solutions, and setting expectations
Strong communication and interpersonal skills that can be leveraged to tell the story of employee experience, and maintain a professional demeanor when interacting with all levels of the organization.
Able to resolve complex problems in a variety of situations. Resolve issues/challenges by gaining clarity on the root cause(s) and use of effective judgment leading to productive resolution
Experimental mindset, geared towards continuous improvement, willing to try and share new approaches to enhance the employee experience.
Receptive to feedback and suggestions from teammates, workforce, and guests, and open to learning from managers and peers
Able to work with minimal supervision, taking initiative and applying judgment to make decisions within established policies and procedures.
Qualifications
BA/BS degree required, with a minimum of 6 years of experience, and with an MS/MA, a minimum of 4 years’ experience.
Experience and understanding of Hospitality and Facilities Management, Operations concepts and practices & principles strongly preferred
Experience in managing programs/services in a cross-functional environment
Good verbal and written communication skills (proficient in English Language)
Experience in managing high visibility/impact projects within a fast-paced, corporate environment, managing stakeholder engagement and delivery.
