Global Experience Program Lead

Job Title

Global Experience Program Lead

Job Description Summary

The Sr Workplace Experience Manager is the ambassador for the client experience program. The Sr EM shall be responsible for ensuring service excellence and enhanced experience for the users and occupants within the workplace. The Sr EM shall provide assistance within the Facilities team through tools & processes to ensure a positive workplace experience each day. The Sr EM will assist in delivering a program that meets client expectations and business requirements and will interact with multiple stakeholders at all levels of seniority. The Sr EM will be responsible for the operational set-up and critically the ongoing facilities management of the client locations, which involves considerable attention to detail.

• The ideal candidate will have exceptional skills in customer service, strong knowledge of the local community, and the ability to support facilities management professionals in a faced-paced environment.
In addition, the purpose of this position is to provide management/leadership for the facilities organization at a specific facility, set of buildings, or campus environment. The position is charged with the day-to-day implementation of policies, procedures and programs that will assure a well-managed, well-maintained building, placing maximum emphasis on positive response to the concerns and needs of the occupants, environmental health and safety, and quality programs, in coordination and conjunction with the client's goals and objectives. The position coordinates the activities, financials, vendors and manpower required for current and future needs of the building and operations.

Job Description

• Essential functions and responsibilities
  • Work with the entire Facility Management team to build and deliver best in class employee experiences in the workplace that in turn promote efficiency, productivity, and peak performance.
  • Provide occupants with information regarding the work environment and support existing and transitioning occupants within the workplace environment. This includes supporting protocols, culture & etiquette.
  • Design and implement guidelines and best practices for building occupants to optimize their experience.
  • Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience.
  • Proactively identify needed repairs, maintenance, or updates required in the workplace.
  • Communicate required information to employees, executives, facilities management, landlord, and Cushman & Wakefield account management, as needed.
  • Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are occupant ready.
  • Ensure C&W account team members greet employees and guests with utmost courtesy and urgency to provide hands-on assistance when required. Project an approachable and professional image in personal appearance, manner, and demeanor.
  • Ensure complaints, questions, concerns and suggestions are addressed and conduct follow-up, if needed.
  • Provide “White Glove” service to Executives by meeting/greeting executive visitors to the assigned floor / area and escorting them to their destination and ensuring prompt and efficient follow up on any issues/ requests.
  • Develop building initiatives designed to create connections between occupants and share information regarding local attractions, events (concerts, theater, sporting events, special events, etc.), and news (road closures, traffic patterns, weather issues, etc.).
  • Ensure the day-to-day operations of the facility(s) or campus including janitorial, life-safety, engineering and general maintenance are implemented and carried out in a manner consistent with C&W policies and ownership directives. This is to include the management of contracts to assure all contracts are reviewed on a regular basis and are bid out as needed and assures invoices match contract pricing.
  • Collect all Pre and Post-occupancy metrics;
  • Develop short and long term tactical plans and programs for the innovation of office space activities based on strategic plans.
  • Work to ensure workspace needs, contracts, and associated operating budgets are defined and established.
  • Collaborate with stakeholders to obtain Voice of the Customer data to capture service needs.

Key Competencies

Other key duties include;

• Responsibility for the day to day FM and Catering partners contract monitoring.
• Ability to interact with key business unit leadership
• Co-ordinate and facilitate the interface between the partners and all locations building staff in respect of service delivery, performance and feedback.
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