Senior Workplace Experience Manager

Cushman & Wakefield•Arlington, VA

11d•Onsite

About The Position

Presence by Cushman & Wakefield is seeking a Senior Workplace Experience Manager to lead customized events, programming, and workplace experiences across a multi-building portfolio in the DC Market. Presence is Cushman & Wakefield’s tenant experience platform, supporting property teams and building communities through on-site activations, events, amenity management, tenant communications, and building app support. The role curates experiences for tenants, guests, and visitors across campus spaces, tenant lounges, and conference centers, working with property teams and the centralized Presence platform team to foster community, enhance tenant well-being, and increase engagement. The position combines strategic planning with hands-on leadership and direct management of Experience Coordinators. The manager develops portfolio-wide service standards and programming, oversees conference center and amenity operations, reservations, budgets, vendors, communications, marketing, and performance monitoring. The role serves as a liaison between property management and tenants, develops team capabilities, and uses feedback and utilization data to improve service across buildings. The position reports to the Property Manager, with a dotted line to the centralized Presence platform team. Experience Coordinators report directly to the Senior Workplace Experience Manager. The role requires regular on-site presence and travel between assigned buildings. Schedule flexibility may be required for events, launches, and operational needs. Compensation is $110,500 to $130,000. Eligible employees may enroll in benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance, and paid and unpaid time away from work.

Requirements

Relevant experience in workplace experience, hospitality, tenant engagement, event management, amenity operations, or property services.
Experience directly managing and developing team members, delegating responsibilities, and coordinating service delivery across competing priorities.
Experience overseeing conference center or amenity reservations, event logistics, vendor relationships, budgets, and tenant or customer communications.
Strong communication, organization, relationship-building, and service recovery skills.
Hospitality-minded approach and attention to detail.
Ability to interpret engagement and utilization data and translate insights into practical operational improvements.
Ability to maintain regular on-site presence and travel between assigned buildings.
Schedule flexibility may be required for events, launches, and operational needs.

Nice To Haves

Multi-building or multi-site experience.

Responsibilities

Develop and lead a portfolio-wide workplace experience plan tailored to each building’s tenants, occupancy, amenities, and priorities.
Establish consistent hospitality standards, operating procedures, and service expectations across locations.
Maintain an on-site presence across buildings, conduct property and amenity walks, and coordinate with engineering, security, cleaning, and service partners.
Reinforce hospitality practices through training and collaboration with on-site teams, and identify opportunities to enhance branding and workplace experience.
Oversee conference centers, tenant lounges, and shared amenity spaces across the portfolio.
Own the reservation process and oversee Experience Coordinators’ handling of inquiries, availability, confirmations, changes, cancellations, and booking calendars.
Maintain accurate reservation information, communicate space guidelines and fees, and resolve booking conflicts with property management.
Oversee coordination of room layouts, catering, vendor access, audiovisual support, cleaning, and post-event resets.
Establish reservation readiness checks and coordinate service or maintenance needs with building teams.
Oversee booking and usage records, coordinate billing details, and recommend improvements based on utilization and tenant feedback.
Lead tenant communications strategy and oversee tenant newsletters, event promotions, amenity communications, building app content, and engagement technology workflows.
Coordinate tenant communications across signage, monitors, digital boards, building apps, and newsletters.
Oversee property social media content and monitor online engagement in partnership with marketing and property teams.
Partner with property management and leasing teams on tenant onboarding, welcome gifts, and leasing tour experiences.
Establish and track measures for event participation, amenity utilization, tenant feedback, and app engagement; translate findings into recommendations.
Lead recurring meetings with property teams and provide consolidated portfolio updates and recommendations.
Partner with the Presence platform team on operating standards, training, data management, and shared resources.
Partner with property management to develop annual budgets and monitor spending, costs, invoices, and anticipated needs.
Maintain vendor relationships and coordinate scopes, schedules, pricing, and documentation in accordance with property procedures.
Identify opportunities for shared vendors, coordinated purchasing, cross-building programming, and resource allocation.
Directly manage Experience Coordinators, setting responsibilities, service expectations, and building-level priorities.
Lead onboarding and ongoing training; conduct check-ins, establish goals, and provide coaching, feedback, and development support.
Manage workloads, schedules, cross-training, and backup coverage; address staffing needs and escalations with relevant partners.
Lead programming strategy and develop annual programming calendars with Experience Coordinators and property teams.
Oversee event and activation execution, including timelines, vendor logistics, tenant communications, on-site delivery, and follow-up.
Provide hands-on execution support during launches, key events, staffing gaps, and high-volume periods.
Serve as an escalation point for experience-related concerns and coordinate timely resolution and follow-up.
Perform other related duties as required or requested.