Senior Workplace Experience & Facilities Lead

CBRE; Boston (MA); On-site; USD 110,000 - 120,000; Full time

Job summary

CBRE in Boston is seeking a Workplace Experience Manager to be the primary relationship manager for client stakeholders and to oversee the delivery of high‑quality facilities management services. You will lead QA/QC programs, manage onsite vendors, and coordinate workplace operations with security, environmental health & safety, and leadership.

The role calls for building trusted partnerships, driving service excellence, and shaping an exceptional employee experience across the client site.

Qualifications

• 5+ years of experience in Workplace Experience, Facilities Management, Property Management, Hospitality, or related field.
• Strong customer relationship management experience with ability to build trusted partnerships.
• Experience managing vendor relationships and service delivery programs.
• Excellent interpersonal, communication, and presentation skills.
• Ability to engage with executive-level stakeholders and front-line personnel.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Authorized to work in the United States without visa sponsorship now or in the future.

Responsibilities

• Serve as the primary contact for workplace experience and facilities client concerns, escalations, and service requests.
• Develop and maintain relationships with client stakeholders at all levels, including executive leadership.
• Conduct stakeholder engagement meetings to assess satisfaction and communicate performance.
• Lead customer satisfaction programs, reporting, and action planning to improve experience metrics.
• Oversee QA/QC programs across facilities management operations and monitor SLAs/KPIs.
• Provide operational oversight of onsite vendors and lead vendor performance discussions.
• Coordinate workplace programs to support employee engagement and productivity.
• Support budgeting, forecasting, service reporting, and operational planning.
• Present performance and improvement recommendations to senior leadership.

Skills

CRM

Vendor management

Interpersonal skills

Communication skills

Microsoft Office

Education

Bachelor's degree

Tools

Microsoft Office Suite

Job description

CBRE in Boston is seeking a Workplace Experience Manager to be the primary relationship manager for client stakeholders and to oversee the delivery of high‑quality facilities management services. You will lead QA/QC programs, manage onsite vendors, and coordinate workplace operations with security, environmental health & safety, and leadership.

The role calls for building trusted partnerships, driving service excellence, and shaping an exceptional employee experience across the client site.