Workplace Experience Manager

CBRE; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

CBRE is seeking a Workplace Experience Manager in the United States responsible for managing employees that deliver workplace experience services. You will oversee teams providing services such as Concierge and Meeting Management, ensuring world-class customer service.

The role requires supervision of staff, coordination of daily activities, and building strong client relationships. Successful candidates will show ability to negotiate with partners and drive process improvements while adhering to safety standards.

Qualifications

• Ability to lead and supervise a team effectively.
• Strong negotiation skills with clients and partners.
• Knowledge in developing strategic solutions and process improvements.

Responsibilities

• Provide formal supervision to employees and handle performance evaluations.
• Build and maintain trusted client relationships.
• Oversee daily activities and establish work schedules.

Skills

Customer Service

Team Management

Negotiation

Process Improvement

Problem Solving

Job description

Global Workplace Solutions (GWS) Local is a hard services‑led, tailored facility management solution. We self‑perform hard services while partnering with best‑in‑class soft service providers to offer custom facility and project management solutions to our clients. We focus on empowering our team with a high‑level of downstream accountability, resulting in an agile and efficient service delivery. In addition to our core facility and project management capabilities, our platform offers direct access to our best‑in‑class services including ESG, Security Consulting, Workplace Strategy, and Workplace Experience.

About the Role: As a CBRE Workplace Experience Manager, you will be responsible for managing employees that oversee the delivery of workplace experience services. Examples of services include Concierge, Reception, Meeting & Event Management, and administrative office duties. This job is part of the Workplace Experience function. They are responsible for providing world‑class customer service to the clients and visitors of a designated building.

What You'll Do

• Provide formal supervision to employees. Monitor the training and development of staff. Conduct performance evaluations and coaching. Oversee the recruiting and hiring of new employees.
• Coordinate and manage the team's daily activities. Establish work schedules, assign tasks, and cross‑train staff. Set and track staff and department deadlines. Mentor and coach as needed.
• Build and maintain a trusted client relationship. Negotiate with clients, partners, and associates to resolve conflicting priorities.
• Ensure support provided by the team is efficient and consistent. Suggest process improvement efforts on a regular basis. Assist with developing strategic solutions.
• Assess technological and training needs for Workplace Experience teams and clients. Always follow safety standards with employees, clients, and vendors.
• Develop vendor partnerships with the intention of cost‑saving efforts. Manage negotiations for contract services. Confirm that all vendors have current proof of insurance and contractual documentation.
• Oversee programs run by third‑party vendors. This includes food delivery, organizing events, providing transportation, or mail distribution. Ensure all invoices for business services billed.
• Ensure support provided by the team is efficient and consistent.
• Lead by example and model behaviors that are consistent with CBRE RISE values. Influence parties of shared interests to reach an agreement.
• Apply knowledge of own discipline and how own discipline integrates with others to achieve team and departmental objectives.
• Identify, troubleshoot, and resolve day‑to‑day and moderately complex issues which may or may not be evident in existing systems and processes.