Workplace Experience Lead

Job Title

Workplace Experience Lead

Job Description Summary

The Workplace Experience Lead is a key member of the Cushman & Wakefield onsite account team for the client. This individual is part of a broader Workplace Experience team that aims to ensure employees feel productive, engaged, and well supported in the workplace, and that they can thrive in a dynamic environment.
The Workplace Experience Lead will be responsible for the day-to-day management of client initiatives, space management, and overall operation at a specific building or set of buildings. They will leverage employee data (both quantitative and qualitative) to help to continuously improve the program and take the employee workplace experience to the next level. In doing this, they will partner with cross functional teams to implement the strongest and most meaningful solutions. The ideal candidate will be a strong people leader, have facilities management experience, a hospitality-focused mindset, and showcasing a contagiously positive attitude and exceptional communication skills.

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 day-to-day office management duties for at a specific building or set of buildings. This includes scheduling vendors, providing employee guidance and problem solving, managing program compliance, and ensuring that all daily office expectations are managed appropriately.
• Provides operational oversight of the Workplace Experience Program for a dedicated building or set of buildings and coordinates daily with other service line leads, and the Workplace Experience Manager.
• Functions as the primary escalation point for employees and ensures all complaints, questions and concerns that were escalated have been properly addressed.
• Identifies and escalates gaps in service or process improvements and collaborates with the Manager to implement new, innovative solutions.
• Oversees space readiness and quality of service across the building, and services heavily trafficked spaces as needed to support the delivery of team responsibilities.
• Provide high touch support to key stakeholders and VIPs in the workplace. This includes, providing employees with tools, support, information, and wayfinding.
• Provides a warm welcome to all associates and guests, leaving them with a positive and professional first impression.
• Reviews voice of the employee data (quantitative and qualitative) to capture service needs. Track’s themes and trends to share with the Manager.
• Functions as the eyes and ears of the workplace and proactively submits work orders to report repairs, required maintenance, broken or missing furniture before an end user is impacted.

Key Competencies

• Communication – Comfortable corresponding with executive level clients, and interacting with individuals at all levels
• EQ – Showcase exceptional emotional intelligence and empathy
• Organized – Detail oriented, confident, self-starter with exceptional organizational skills
• Proactive – Maintain a “can do” mentality with the ability to act with minimal information
• Leader – Represents the goals and culture of the program. Mentors and coaches peers.
• Character – Demonstrate integrity, accountability, self-awareness, and strong work ethic.  Showcase strong business acumen.
• Professional – Project an approachable and professional image in personal appearance, manner, and demeanor.
• Resilient – Ability to work under pressure, while acting in a calm manner
• Technology Proficiency – Ability to successfully use the Microsoft Suite and comfortability in learning proprietary tech tools.

Important experience and education

• College Degree Preferred
• Minimum of 3 years of related work experience in real estate services, travel/hospitality, retail, customer service

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: $ 59,500.00 - $70,000.00

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 [email protected]. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”