Sr Workplace Experience Manager - IFM Site Lead (Onsite)

CBRE; Boston (MA); On-site; USD 130,000 - 150,000; Full time

Benefits offered by this job

401(K)

Dental insurance

Health insurance

Life insurance

Vision insurance

Job summary

CBRE in Boston seeks a Senior Workplace Experience Manager to lead a flagship account, driving hospitality and facilities service excellence on-site. You will own the end-to-end workplace experience, manage a high-performing team, and partner with client stakeholders to deliver programs and events that align with business objectives.

You’ll oversee budgets, vendor relationships, safety, and business continuity while maintaining a strong culture of service.

Qualifications

• 5–8 years in hospitality, workplace experience, or related service environments.
• Experience leading teams through hiring, coaching, and performance management.
• Experience managing vendor relationships, budgets, and service contracts.
• Flexibility to support occasional evening or weekend meetings, events, or initiatives.
• High school diploma or GED; bachelor's degree preferred.

Responsibilities

• Lead the performance and standards across workplace experience, meetings and events, reception, and facilities services.
• Build, develop, and lead a high-performing team.
• Ensure meetings, events, and workplace programs are planned and executed to support business objectives and attendee experience.
• Manage site budgets and vendor partnerships for quality, efficiency, and value.
• Build trusted relationships with client stakeholders and CBRE leadership.
• Support site safety, compliance, and business continuity programs.

Skills

Hospitality leadership

Workplace experience

Customer experience

Operations management

Team leadership

Vendor management

Budgets

Events coordination

Stakeholder management

MS Office / Collaboration tools

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

Momentus

Facilities CMMS

Budgeting/PO tools

Microsoft Office

Slack

Airtable

Job description

About The Role

This role sits at a flagship client account in Boston, a high-profile environment with its own culture, stakeholder relationships, and definition of excellence. It's a client with high expectations and a strong brand identity that is reflected throughout the workplace experience.

About The Role

This role sits at a flagship client account in Boston, a high-profile environment with its own culture, stakeholder relationships, and definition of excellence. It's a client with high expectations and a strong brand identity that is reflected throughout the workplace experience.

What You're Ultimately Accountable For

• The performance and standards of a flagship account across workplace experience, meetings and events, reception, and facilities services.
• Building, developing, and leading a high-performing team.
• Ensuring meetings, events, and workplace programs are thoughtfully planned and executed to support business objectives and deliver a positive attendee experience.
• Managing site budgets and vendor partnerships to ensure quality, efficiency, and value.
• Building trusted relationships with client stakeholders and maintaining a strong partnership between CBRE and the client.
• Supporting site safety, compliance, and business continuity programs and ensuring operational readiness.

A TYPICAL DAY MIGHT LOOK LIKE

You arrive early enough to walk the site before the building fills, ensuring spaces are ready for the day and team members have what they need to succeed. You begin with a quick leadership check-in to align on priorities, visitor activity, scheduled meetings, and upcoming events.

Throughout the day, you may move between reviewing vendor proposals, coaching a team member, meeting with client stakeholders, and collaborating with facilities partners to ensure a seamless workplace experience. You could spend time reviewing plans for an upcoming employee program or executive meeting, helping your team refine service processes, and remaining visible on the floor to support both employees and guests.

Before wrapping up, you review upcoming coverage needs, check progress on key initiatives, and recognize team members who helped create a great client or employee experience.

WINNING IN THIS ROLE MEANS

• The client views you as a trusted partner and advisor.
• Your team is engaged, developing, and consistently delivering excellent service.
• Meetings, events, and workplace programs are well organized, well received, and aligned with client goals.
• The workplace operates smoothly and maintains a consistently high standard of service.
• Vendors and budgets are managed effectively and strategically.
• Operational procedures and continuity plans remain current, practical, and actively used.

YOU'LL LOVE THIS ROLE AND SUCCEED AT IT IF

• You are a hospitality and workplace experience leader at heart. You've led service-oriented environments before and understand how great experiences are created through thoughtful operations, strong teams, and attention to detail.
• You develop people effectively, provide ongoing coaching, and create an environment where individuals can grow and perform at their best.
• You're comfortable balancing multiple priorities, maintaining composure under pressure, and adapting when plans evolve.
• You take ownership of the full workplace experience, understanding how hospitality, facilities, technology, reception, and meetings and events work together to create a successful environment.
• You excel at building strong stakeholder relationships and establishing trust through consistency, communication, and sound judgment.

THIS MIGHT NOT BE THE RIGHT ROLE FOR YOU IF

• Your experience is primarily focused on facilities or property management without significant exposure to workplace experience, hospitality, or service delivery.
• You prefer highly independent work with limited interaction with clients, senior leaders, or team members.
• You are less interested in coordinating workplace programs, meetings, and events as part of a broader workplace experience strategy.
• You prefer a schedule with little flexibility for occasional business-related events or special initiatives.
• You are uncomfortable providing performance feedback, coaching employees, or holding teams accountable to service standards.

Requirements

• 5–8 years of relevant experience in hospitality, workplace experience, customer experience, operations, or related service-focused environments.
• Demonstrated experience leading and developing teams through hiring, coaching, and performance management.
• Experience managing vendor relationships, budgets, and service contracts.
• Flexibility to support occasional evening or weekend meetings, events, or business initiatives.
• High school diploma or GED required; bachelor's degree preferred.

STRONG PREFERENCES

• Prior experience at a flagship, VIP, or high-profile client account
• Experience managing hard and soft facilities services in tandem with hospitality or experience delivery
• Familiarity with event planning software (Momentus or similar), facilities CMMS, and budgeting/PO tools
• Proficiency in Microsoft Office, Slack, and Airtable

LOCATION

This role is based in Boston, MA and requires full-time, on-site presence at the client location. The core schedule is on-site business hours, with evenings and weekends required around high-profile events.

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for the Senior Workplace Experience Manager $130,000 annually and the maximum salary for the Senior Workplace Experience Manager position is $150,000 annually. The compensation offered to a successful candidate will depend on their skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE’s applicable benefit program. This role will provide the following benefits:

• 401(K)
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Equal Employment Opportunity: CBRE is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.

Candidate Accommodations: CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company’s success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at [e-mail] or via telephone at [phone] (U.S.) and [phone] (Canada).