Workplace Experience Manager

Job Title

Workplace Experience Manager

Job Description Summary

The Experience Manager will be a key member of the Cushman & Wakefield onsite account team for the client. This individual will be responsible for supporting the creation of a workplace experience program that leverages technology, workplace design, amenities, and services to help drive employee engagement and retention for our client – ensuring people feel productive, healthy, and happy in a frictionless workplace.
The Experience Manager will leverage employee data (both quantitative and qualitative) to help build a program that takes the employee workplace experience to the next level, partnering with cross functional teams to implement the strongest and most meaningful solutions. This individual will be responsible for the day-to-day tasks and initiatives related to the program. The ideal candidate will be hospitality-focused, showcase a contagiously positive attitude, exceptional communication skills, and have the ability to support facilities management and operations professionals in a faced-paced environment.

We are looking for a highly collaborative self-starter who will thrive in situations where he/she can interact with and help people.

Job Description

Essential functions and responsibilities

• Responsible for the oversite of approximately four (4) Workplace Coordinators and day-to-day people management duties at a specific building or set of buildings in and around Manhattan. This includes managing schedules, providing guidance, and ensuring that the team is meeting expectations.
• Functions as the primary escalation point for Workplace Coordinators and ensures all complaints, questions and concerns that were escalated have been properly addressed.
• Work with cross functional teams in Facilities Management, Janitorial, Design, Space and Occupancy Planning, Strategy, and Communications to help build and implement Client-specific programs focused on delivering exceptional employee experiences in the workplace.  
• Collaborate with cross functional teams to obtain Voice of the Customer data (quantitative and qualitative) to capture service needs. Share information with leadership and cross functional teams.
• Spearhead hospitality training programs for onsite Cushman & Wakefield service teams to ensure colleagues greet employees and guests with utmost courtesy and urgency to provide hands-on assistance when required.
• Help implement experience related guidelines, best practices, and standards for employees and cross-functional service teams. 
• Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience.
• Support the development of short- and long-term tactical plans and programs for the innovation of workplace amenities and services based on strategic plans and user data.
• Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are employee ready in accordance with Account Playbook and client guidelines.
• Proactively identify needed repairs, maintenance, or updates required in the workplace – must have a “first it first” mentality to catch building issues before the building occupants do.
• Ensure complaints, questions, concerns and suggestions from employees are addressed and conduct follow-up, if needed.
• Provide “White Glove” service to Executives and key stakeholders.  Ensure prompt and efficient follow up on any issues/ requests.
• Help articulate program goals and vision through storytelling, supporting data, and business cases.
• Support development of case studies to showcase ROI and impact.
• Project an approachable and professional image in personal appearance, manner, and demeanor.
• Help develop building initiatives designed to create connections between occupants.
• Responsible for delivering results related to all employee experience and customer satisfaction KPIs.
• Have the ability travel occasionally to support special projects and perform PEER reviews.

Key Competencies

Competency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) required Must be able to use laptop, mobile device and wireless technologies Showcase strong business acumen  Comfortable corresponding with executive level clients, and interacting with individuals at all levels Detail oriented, confident, self-starter with exceptional organizational skills Maintain a “can do” mentality with the ability to act with minimal information Demonstrate integrity, accountability, self-awareness and strong work ethic Ability to work under pressure, while acting in a calm manner Showcase exceptional emotional intelligence and empathy 

Important education 

Four-year college/university degree

Important experience

Minimum of 5 years of related work experience in real estate services, travel/hospitality, brand/ product management, management consulting, or change management.

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. May be required to travel outside between properties in varying weather conditions.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job, the employee is regularly required to travel from floor to floor and may be required to travel outside between buildings in varying outdoor weather conditions. The employee may also be regularly required to sit or stand for prolonged periods of time.

aap/eeo statement

Cushman & Wakefield provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.  Further, the company takes affirmative action to ensure that applicants are employed and employees are treated during employment without regard to any of these characteristics.  Discrimination of any type will not be tolerated.

other duties

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Note:  This job description includes the core responsibilities for Cushman & Wakefield. These duties may have slight modifications based on the regional location. 

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $96,050.00 - $113,000.00

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”