Program Manager (Experience & FM Operations)

CBRE, Inc.; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

CBRE Group, Inc. is seeking a seasoned Program Manager for Workplace Experience (WX) and FM Operations in Greater London.

You will architect regional operational strategy, align high-level vision with on‑the‑ground delivery, and scale our WX program across a multi-country portfolio. You will partner with the Workplace Experience team and regional FM leads to translate strategy into standardized, high‑impact execution, balancing hospitality-led culture with rigorous governance.

Qualifications

• Strong program/PMO rigor (PMP, Prince2, or Agile/Scrum)
• Deep understanding of FM operational delivery and vendor ecosystems
• Exceptional executive presence—you know how to build trust with regional and client leadership
• Fluency in program budgeting, commercial oversight, and governance

Responsibilities

• Act as the strategic lead for WX and FM operational initiatives, building structures from RAID logs to governance dashboards.
• Facilitate large-scale user journey mapping to identify friction points and design operational frameworks.
• Ensure service delivery is consistent across borders from onboarding to office launches, translating global frameworks locally.
• Lead cross-functional working groups to break down silos and create a Service Alliance with shared accountability.
• Leverage ticketing metrics, sentiment data, and KPIs to provide executive-level reporting and pivot as needed.

Skills

PMO discipline

Executive presence

Stakeholder management

Program budgeting

Agile/Scrum

Job description

As the Program Manager for Workplace Experience (WX) and FM Operations, you are the architect of our regional operational strategy, the bridge between high-level vision and on-the-ground reality. We aren't just looking for someone to manage projects, we are looking for a strategic leader who can oversee the entire program ecosystem, blending rigorous PMO discipline with the nuance of 5-star hospitality.

In this role, you will be the engine of our EMEA-wide transformation, scaling our workplace experience strategy and ensuring our facilities operations are seamless, compliant, and consistently excellent. You will sit at the intersection of our Workplace Experience team and regional FM leads, turning strategic objectives into standardised, high-impact execution across a complex multi-country portfolio.

What you will do

• You will act as the strategic lead for our WX and FM operational initiatives. This means building the structures, from RAID logs to regional governance dashboards that keep our entire portfolio on track, on budget, and ahead of systemic risk.
• You will facilitate large-scale user journey mapping to identify and remove friction points. You aren't just managing tasks; you are designing the operational frameworks that dictate how our services integrate and how our teams collaborate at scale.
• Whether it’s on-boarding, site inductions, or office launches, you will ensure our service delivery is consistent across borders. You will translate global frameworks into local, culture-specific realities.
• You will lead cross-functional working groups to break down silos. Your goal is to build a Service Alliance where every vendor partner and internal team operates with shared accountability and a single-minded focus on the user.
• You will leverage ticketing metrics, sentiment data, and program-level KPIs to provide executive-level reporting. You will show us, with clarity, where the program is winning and where we need to pivot.

Who are you?

You are a seasoned Program Manager with 5+ years of experience in complex, matrixed environments. You balance a structural, analytical mindset with a genuine passion for hospitality-led culture. You know how to influence senior stakeholders, and you are as comfortable navigating program finance and commercial governance as you are leading a workshop on service design.

The Essentials:

• Strong program/PMO rigour (PMP, Prince2, or Agile/Scrum certification).
• Deep understanding of FM operational delivery and vendor ecosystems.
• Exceptional executive presence—you know how to build trust with regional and client leadership.
• Fluency in program budgeting, commercial oversight, and governance.

Desirable:

• Experience in hospitality or luxury service models.
• A background in large-scale change management or office mobilisations.
• Exposure to the cultural and regulatory nuances of operating across multiple EMEA countries.

Success here is defined by impact seeing our WX road map scale successfully across EMEA, achieving measurable gains in user sentiment, and ensuring our teams deliver a seamless "Day 1" experience every time we open a new space. You will have the autonomy to shape how we work, the visibility to influence senior leadership, and the opportunity to define what a world-class workplace experience looks like for our clients.

If you are ready to apply your program management expertise to a fast-paced, hospitality-focused environment, we want to hear from you.

Why CBRE

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.