Senior Workplace Experience Manager

Cushman & Wakefield•Arlington, VA

1d•$110,500 - $130,000•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. The role represents the hospitality experience across campus spaces, tenant lounges, and conference centers, partnering with property teams and the centralized Presence platform team to foster community, enhance tenant well-being, and increase engagement. Services and programming are tailored to each building’s community, amenities, and operational needs. The position combines strategic planning with hands-on leadership and direct management of Experience Coordinators. The manager oversees programming, conference center and amenity operations, reservations, budgets, tenant communications and digital newsletters, marketing and social media content, and program performance. The role also serves as a key liaison between property management and tenants, establishes consistent service standards, develops team capabilities, and uses feedback and utilization data to improve tenant experiences across locations. The role 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. Regular on-site presence and travel between assigned buildings are required, and schedule flexibility may be needed for events, launches, and operational needs.

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, with a hospitality-minded approach and attention to detail.
Ability to interpret engagement and utilization data and translate insights into practical operational improvements.
Regular on-site presence and travel between assigned buildings are required.

Nice To Haves

Multi-building or multi-site experience preferred.

Responsibilities

Develop and lead a portfolio-wide workplace experience plan, tailoring programming, communications, and services to each building’s tenant needs, occupancy, amenities, and priorities.
Establish consistent hospitality standards, operating procedures, and service expectations across locations, clarifying responsibilities for Experience Coordinators and property teams.
Maintain a regular on-site presence across buildings, conduct property and amenity walks, and coordinate with engineering, security, cleaning, and service partners on readiness, presentation, and service needs.
Reinforce hospitality practices through training and collaboration with on-site teams, including security, and identify opportunities to improve branding and workplace experience.
Oversee conference centers, tenant lounges, and shared amenity spaces across the portfolio, ensuring consistent service standards and welcoming, well-maintained environments.
Own the reservation process and oversee Experience Coordinators’ handling of inquiries, availability, confirmations, changes, cancellations, and booking calendars in accordance with property policies.
Maintain accurate reservation system information; communicate space guidelines, capacity limits, available services, and applicable fees; and resolve booking conflicts with property management.
Oversee room layouts, catering, vendor access, audiovisual support, cleaning, and post-event resets through Experience Coordinators and building service teams.
Establish pre- and post-reservation readiness checks and coordinate service or maintenance needs with engineering, security, cleaning, and technology support teams.
Oversee booking and usage records, coordinate applicable billing details with property management, and recommend improvements based on utilization and tenant feedback.
Lead tenant communications strategy across buildings, aligning messaging, timing, and branding with property priorities and required approvals.
Oversee creation, review, and distribution of tenant newsletters, event promotions, and amenity communications, delegating content development and execution to Experience Coordinators as appropriate.
Oversee building app content and tenant engagement technology workflows, ensuring accurate information and promoting adoption of events, reservations, and available services.
Coordinate communications across signage, monitors, digital boards, building apps, and newsletters.
Oversee property social media content and monitor online engagement with appropriate marketing and property teams.
Partner with property management and leasing teams on tenant onboarding, welcome gifts, and leasing tour experiences.
Establish and track building-level and portfolio-wide measures for event participation, amenity utilization, tenant feedback, and app engagement, and translate findings into actionable recommendations.
Lead recurring meetings with property teams to align on priorities, programming, budgets, service needs, and open issues; provide consolidated portfolio updates and recommendations.
Partner with the centralized Presence platform team on operating standards, training, data management, and shared resources, and apply successful practices across buildings.
Partner with property management to develop annual tenant engagement, programming, and amenity budgets by building; monitor spending and flag variances and anticipated needs.
Track event and service costs, review invoices for accuracy, and coordinate approvals and payment processing with property management.
Maintain vendor relationships and coordinate scopes, scheduling, pricing, and required documentation in accordance with property procedures and approval requirements.
Identify opportunities for shared vendors, coordinated purchasing, cross-building programming, and resource allocation based on demand and portfolio priorities.
Directly manage Experience Coordinators across the portfolio, setting clear responsibilities, service expectations, and building-level priorities.
Lead onboarding and ongoing training with the Presence platform team, reinforcing hospitality standards, operational procedures, technology workflows, and tenant engagement practices.
Conduct regular one-on-one check-ins, establish goals, and provide coaching, feedback, and professional development support.
Manage workloads, schedules, cross-training, and backup coverage to maintain service during absences, simultaneous events, and high-demand periods.
Maintain accountability for coordinator deliverables and address staffing needs or escalations in partnership with property management, Human Resources, and the Presence platform team as appropriate.
Lead programming strategy to activate amenity spaces and foster tenant engagement, well-being, and community, balancing portfolio-wide initiatives with building-specific experiences.
Develop annual programming calendars with Experience Coordinators and property teams, coordinating timing, resources, and communications across buildings.
Oversee Experience Coordinators’ event and activation execution, including planning timelines, vendor logistics, tenant communications, on-site delivery, and post-event follow-up.
Provide hands-on execution support during launches, key events, staffing gaps, and high-volume periods while maintaining delegation and portfolio-level oversight.
Maintain accessible tenant and visitor support across locations and serve as the escalation point for experience-related concerns, coordinating resolution and follow-up with property teams.
Perform other related duties as required or requested.