Facilities/Workplace Experience Manager-Boston, MA

CBRE Group, Inc.; Boston (MA); On-site; USD 90,000 - 130,000; Full time

Job summary

CBRE Group, Inc. is seeking a Workplace Experience Manager to serve as the primary liaison for client stakeholders and ensure top-tier facilities services.

You will lead CRM initiatives, oversee QA/QC programs, and manage vendor performance while collaborating with procurement and facilities leadership to drive continuous improvement across multiple workplace functions.

Qualifications

• 5+ years of experience in Workplace Experience, Facilities Management, or related field.
• Strong customer relationship management experience with trusted partnerships.
• Experience managing vendor relationships and service delivery programs.
• Excellent interpersonal, communication, and presentation skills.
• Ability to engage with executive-level stakeholders and frontline personnel.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Bachelor's degree in Business Administration, Hospitality Management, Facilities Management, or related field (preferred).

Responsibilities

• Serve as the primary point of contact for workplace experience and facilities-related client concerns, escalations, and service requests.
• Develop and maintain relationships with client stakeholders at all levels.
• Conduct stakeholder engagement meetings to assess customer satisfaction and identify opportunities for improvement.
• Lead customer satisfaction programs, reporting, and action planning to improve workplace experience metrics.
• Oversee QA/QC programs across all facilities management operations.
• Monitor SLAs, KPIs, and operational procedures and ensure compliance.
• Provide operational oversight of onsite vendors and service partners.
• Collaborate with procurement and facilities leadership on contract management and service enhancements.

Skills

CRM experience

Vendor management

Stakeholder engagement

Interpersonal communication

Organizational skills

MS Office

Education

Bachelor's degree

Tools

Microsoft Office Suite

Job description

About the Role

The Workplace Experience Manager serves as the primary relationship manager for client stakeholders while ensuring the consistent delivery of high-quality workplace and facilities management services. This role combines customer relationship management, operational oversight, quality assurance, and vendor management to create an exceptional workplace experience for employees, visitors, and business leaders.

The ideal candidate is a highly visible leader who is comfortable interacting with everyone from executive leadership and C-suite stakeholders to front-line employees and service providers. They will act as a trusted advisor to the client, driving service excellence, continuous improvement, and operational accountability across multiple workplace and facilities management functions.

Key Responsibilities

Customer Relationship Management (CRM):

• Serve as the primary point of contact for workplace experience and facilities-related client concerns, escalations, and service requests.
• Develop and maintain strong relationships with client stakeholders at all organizational levels, including executive leadership, business unit leaders, and front-line employees.
• Conduct regular stakeholder engagement meetings to assess customer satisfaction, identify opportunities for improvement, and communicate service performance.
• Lead customer satisfaction programs, reporting, and action planning to improve overall workplace experience metrics.
• Foster a customer-centric culture that prioritizes responsiveness, communication, professionalism, and service excellence.
• Anticipate client needs and proactively recommend workplace solutions that align with business objectives.

Facilities Management Quality Assurance / Quality Control:

• Oversee quality assurance and quality control (QA/QC) programs across all facilities management operations.
• Monitor service delivery standards and ensure compliance with established service level agreements (SLAs), key performance indicators (KPIs), and operational procedures.
• Conduct regular operational assessments, inspections, and audits to verify service quality and identify corrective actions.
• Track trends, analyze performance data, and implement continuous improvement initiatives.
• Support workplace safety, risk management, compliance, and operational excellence programs.
• Vendor & Service Partner Oversight
• Provide operational oversight of onsite vendors responsible for facilities management, maintenance, janitorial, logistics, and other workplace support functions.
• Monitor vendor performance against contractual obligations and agreed service standards.
• Lead vendor business and performance discussions.
• Partner with procurement and facilities leadership to support contract management and service enhancements.

Workplace Operations:

• Coordinate workplace programs that support employee engagement, productivity, and operational effectiveness.
• Collaborate with facilities teams, property management, security, environmental health & safety, and client leadership.
• Manage escalations and resolve complex workplace and operational issues.
• Support budgeting, forecasting, service reporting, and operational planning efforts.
• Identify opportunities to improve workplace efficiency, service delivery, and employee experience.

Leadership & Communication

• Act as a visible leader and ambassador for the workplace experience program.
• Build trust and credibility across diverse stakeholder groups.
• Present operational performance, customer insights, and improvement recommendations to senior leadership.
• Lead cross-functional meetings, vendor reviews, and workplace initiatives.
• Promote a culture of accountability, collaboration, and continuous improvement.

Qualifications Required

• 5+ years of experience in Workplace Experience, Facilities Management, Property Management, Hospitality, Corporate Services, or a related field.
• Strong customer relationship management experience with a demonstrated ability to build trusted partnerships.
• Experience managing vendor relationships and service delivery programs.
• Excellent interpersonal, communication, and presentation skills.
• Ability to effectively engage with both executive-level stakeholders and front-line personnel.
• Strong organizational skills with the ability to manage multiple priorities and competing demands.
• Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Preferred

• Bachelor's degree in Business Administration, Hospitality Management, Facilities Management, Property Management, or a related field.
• Experience working within corporate real estate, integrated facilities management, or commercial property management environments.
• Knowledge of facilities management practices, building operations, maintenance programs, and service delivery standards.
• Experience with customer satisfaction measurement programs, KPI reporting, and continuous improvement initiatives.

Success Profile

• The successful candidate will be:
• A relationship-builder with exceptional customer service instincts.
• Comfortable engaging with C-suite executives and front-line employees alike.
• Operationally focused with an eye for quality, consistency, and accountability.
• Skilled at balancing client expectations with service delivery requirements.
• Proactive, professional, approachable, and solutions oriented.
• Passionate about creating exceptional workplace experiences while driving operational excellence.

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.