Workplace Experience Manager

JOB SUMMARY

This position is responsible for managing exempt and non-exempt employees on all aspects of the delivery of workplace experience services for a large building, campus, or portfolio. Oversees operating policies and procedures ensuring those are aligned with the client's business needs, goals and objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Manages delivery of Workplace Services. Services include, but are not limited to:

Building relationships that enhance knowledge of employees and the business (including name-knowing and professional connection-making) to enhance professional experience onsite

Actively guiding the team toward engagement with all who enter and depart the workplace with a special emphasis on employee experience and client facing events..

Proactively crafting pertinent and on-brand communications through multiple channels to bring information to employee teams.

You Create an environment of Great Outcomes through:

Leading teams who create a connective tapestry among all partners (AV/IT) and across an employee’s day to anticipate and resolve obstacles in the workplace.

Your teams are the face of Workplace Services and a the frontline in maintaining: reception desks, conference rooms, building amenities, office supplies, and workplace condition.

Seeking seamless changes to workplace layout and employee seats assignments through efficient self performance  of move-add-change (MAC) plans.

Communicating with engineering or building management staff to help resolve any issues that may arise.

Implementing and monitoring standards of soft services (janitorial, pest control, shred, etc.) to meet and exceed expectations and tirelessly seeking opportunities to improve efficiencies and outcomes.

Using data, maintaining effective systems through which to assess and refine service delivery, reporting on outcomes, and delivering on improvements.

Your Teams Create Delight through:

Building community from the inside out and proactively engaging with the broader organization to make the workplace THE place for employees to connect and grow.

Making connections to support all who enter the workplace and tirelessly seeking new ways to surpass employee expectations of how the workplace can support them.

Manages a team in one or more offices; provides direction on employee management (e.g. recruitment of talent, performance management, etc.); makes recommendations on budgets and cost reductions.

Manages an operating budget and makes recommendations on annual budgets; Ensure all billings for business services are invoiced and billed as required. Ensures that savings goals are met and adhere to approved budgets

Ensures consistency in support provided by the team through continuous review and improvement of existing processes. Works with managers to resolve conflicting priorities. Interprets and communicates goals and direction with management, sets achievable goals that are linked to the objectives of the organization.

Manages Workplace Experience team member and third-party service provider on-boarding process, including new employee orientation, training, equipment and software ordering.

Maintains relationships with vendors that provide services and goods. Ensures all vendors used have current proof of insurance and contractual documentation in place, per requirements.

Manages accuracy, production, quality and retention of program materials; which may include administration of SharePoint sites or similar. Ensures client and company materials comply with client and company brand guidelines.

Collaborates with company and client IT teams to assess technology, training needs and implementation of program(s), training and tools for Workplace Experience teams and clients.

Ensures safety standards are met by those delivery workplace experience services; whether company employees or third-party service providers.

Assists in the completion of the office Business Continuity plan. Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Provides formal supervision to individual employees within single functional or operational area. Approves subordinate's recommendations for staff recruitment, selection, promotion, advancement, corrective action and termination. Effectively recommends same for direct reports to next level management for review and approval. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

HS Diploma or GED required. Bachelor's degree (BA/BS) or other relevant vocational training preferred. Minimum of 6 years related (e.g. Front Desk, Concierge, Hospitality, Room Management, or Customer Service) roles preferred. Previous supervisory & customer service experience preferred.

CERTIFICATES and/or LICENSES

None

COMMUNICATION SKILLS

Ability to comprehend, analyze, and interpret the most complex business documents. Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups. Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.

Comfortable meeting and engaging with new people.

Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.

FINANCIAL KNOWLEDGE

Requires in-depth knowledge of financial terms and principles. Ability to calculate complex figures. Ability to forecast and prepare budgets. Conducts financial/business analysis including the preparation of reports.

REASONING ABILITY

Ability to solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based multi-industry sales environment. Draws upon the analysis of others and makes recommendations that have a direct impact on the company.

OTHER SKILLS and/or ABILITIES

Intermediate skills with G Suite products such as Docs, Sheets, Slides, Drive, Keep, Gmail, etc. Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications.

Best candidates will have a genuine interest in in anticipating and serving the needs of others. A warm demeanor and desire to collaborate with others is key.

Physical ability to assist with warehouse operations. Able to lift 50 lbs.

SCOPE OF RESPONSIBILITY

Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results. Responsible for setting department deadlines. Errors in judgment may cause long-term impact to co-workers, supervisor, department and/or line of business.

SAFETY

Complete at a satisfactory level all required and assigned HSE training

Follow all activity policies and procedures, including all HSE related requirements at all times

Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc.

Report any condition which you feel could result in an accident or injury and / or stop work if required

In addition:

While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to:

Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly

Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders

Support stop work authority when it is exercised in good faith

Communicate any / all potential workplace hazards and workplace procedures

As a Manager:

While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to:

Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly.

Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate resultsback to the affected stakeholders

Support stop work authority when it is exercised in good faith

Communicate any / all potential workplace hazards and workplace procedures


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