Workplace Experience Manager

Workplace Experience Manager

Requirements

• Bachelor’s Degree, or master’s degree, preferred, or equivalent combination of education and experience.
• 5+ years prior experience in soft services, facility management or operations, and/or knowledge of commercial real estate or hospitality industry, preferred.
• Must be able to travel up to 25%.
• Ability to manage multiple priorities and deliver results in a fast-paced heavily matrixed environment.
• Excellent verbal and written communication skills, with the ability to communicate professionally at all levels of an organization, including strong presentation and active listening skills.
• Strong analytical/financial aptitude.
• Proficient skills in Microsoft Office Suite (including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook).

Responsibilities

• Support program strategy, scope, goals, and deliverables that drive client’s objectives in collaboration with account leadership, client stakeholders, and team members.
• Provide team support in operational matters, ensuring smooth day-to-day functioning of workplace services.
• Aptitude for maintaining high-quality services, financial management, risk assessment, issue resolution, and continuous improvement to maintain high-quality services and ultimately ensuring that vendor partnerships contribute positively to the overall workplace experience.
• Create and support adoption of KPIs to assess performance, operational effectiveness, and ROI of strategic projects.
• Analyze and assess financial statement data to inform planning and decision making.
• Support customer engagement initiatives through program development and knowledge sharing, offering expert insights on workplace trends, best practices, and innovative solutions to enhance their workplace experience.
• Establish and maintain relationships with external vendors, service providers, and consultants to support workplace programs and projects.
• Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements.
• Work cross-functionally to deliver as one-team, integrating experience concepts and supporting all capabilities.
• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the Experience Services platform level including new tools, process re-engineering, and other innovations that provide service delivery improvements.
• Proactively seek and share feedback from clients, stakeholders, and end-users to understand vision, satisfaction levels and identify areas where service performance can be enhanced. Use the feedback to drive improvements and exceed customer expectations.
• Anticipate and respond to the needs and concerns of client stakeholders and transform problems into opportunities.
• Proactively identify gaps, escalate risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, and any impact on the account KPIs).
• Proactively communicate across all levels of the organization and across multiple departments in a clear and concise manner.
• Project and practice consistent ownership attributes, which provide a high level of customer service at all points of contact.

Preferred Qualifications

• Master’s degree, preferred.