Lisbon Hub Experience Leader — Operations

As Lisbon Capability Center's Office Experience Senior Manager, you will support the delivery of Hub Management Services (HMS) strategy on the ground, contributing to a vibrant, safe, inclusive, and high-performing environment for all employees hosted there.

You will help shape the hub's culture, build connections to BCG's core business, and ensure smooth day-to-day operations in line with our six HMS values: Safety, Well-being, Risk & Resilience; Creating Connections; Experience Excellence; Office Service Excellence; Operational Efficiency & Scalability; and Hub Leadership. You will work closely with the Hub Sponsor, local leaders, Hub HR, and counterparts across Portugal, as well as the broader HMS team.

The role requires a blend of operational delivery and people management—executing against clear plans, engaging employees, surfacing issues early, and enabling high-quality service delivery across events, facilities, IT coordination and space management. Hub Leadership Manage the Lisbon hub plan with clear goals, priorities, and success measures, monitoring progress and adjusting priorities as needed.

Own embedding the HMS operating model into Lisbon, including maintaining a cadence of impactful meetings with the senior leadership team and engaging broader stakeholders. Contribute to regional and global hub leadership discussions, escalating risks, opportunities, and insights to senior stakeholders. Advocate for and champion the hub in these communities Host leaders from across the globe who would like to visit the Hub to explore transitioning activities.

Act as a role model driving culture across topics such as office attendance, living our values and performance excellence. Manage office governance forums (SteerCo, Operating Committee, extended leadership team, Senior BST etc) and set agendas in conjunction with HMS and Hub Sponsor. Creating Connections Foster a client (BCG)-first mindset by supporting strong ties to BCG's core business through the design and execution of thoughtful programming of forums, showcases, and leadership touchpoints.

Build and maintain effective working relationships across EMESA and Portugal to support business connection and operational continuity. Strengthen relationships across functions, employee network leads, hosted teams, and external partners, ensuring the hub is well connected into the broader system. Champion "OneBCG" teaming, reinforcing collaboration, consistency, and visibility across teams hosted in the hub.

Tailor communications for specific audience, from all-staff updates to senior leadership moments, ensuring alignment with BCG's brand and values. Ensure the hub maintains a safe, compliant, and resilient workplace in line with global physical security, health & safety, and risk expectations. Take the role of IRT Lead through tabletop exercises, lead incident escalation processes, and maintain operational readiness across staff and vendors.

Partner closely with Risk, HR, and Global Security to address issues proactively and maintain a strong sense of welcome and a culture of care. Act as key point of contact for Global Risk for global mandatory training compliance and implementation of global rollouts.

Experience

Excellence Design and deliver an inclusive affiliation and engagement calendar built around the HMS pillars (connect to BCG, to each other, to stakeholders, and service excellence). Drive inclusion, recognition, and cultural consistency in partnership with HR, aligning with BCG's EVP and DE&I priorities. Use People Survey results, pulse feedback, and other KPIs to identify improvement opportunities, shape action plans, and track progress against targets.

Contribute to the office identity and tone through cultural moments, recognition programs, and compelling communications Coordinate with Hub Sponsor and the Senior Leadership Team to ensure leadership presence at key moments and milestones. Partner with Global Real Estate on new office fit out ensuring new office is operationally ready and operating principles tested and embedded to deliver high quality employee experience.

Own selection and management key vendor relationships, ensuring services meet needs of hosted employees across food and beverage, hard and soft facilities provision, meetings and events. Act as an escalation point for office service issues, coordinating resolution and communicating outcomes to relevant stakeholders.

Drive team to best in class service through standard operating procedures Operational Efficiency & Scalability Track and report on key operational metrics, identifying trends and escalating risks or issues with proposed mitigations. Deliver efficiency initiatives, optimising space, costs, and service model, while preserving a high-quality employee experience. Partner with Global Real Estate on capacity planning, small works, upgrades, and space strategy, providing input and coordinating local im