Sr Workplace Experience Manager

CBRE•Sunnyvale, CA

27d

About The Position

About this role We believe your office should allow you to feel comfortable, productive and encouraged in your working life. Because when people feel encouraged, phenomenal things happen. Positioned at the core of the workplace, you will help foster a sense of community by putting the well-being of others at the forefront you collaborate with colleagues to develop a culture of support; you will have countless opportunities to encourage moments of delight and pursue outstanding outcomes every single day. With Host, you can join a team that elevates the office experience by delivering extraordinary services that make coming to work better than it's ever been. Job summary The Senior Experience Manager serves as a primary client contact for the delivery of Host's services that seek to increase individual well-being, personal efficiency, and organizational efficiency. Hosts use people-led, technology-enabled services to connect employees to their environment via their mobile devices, as well as through high-touch services and premier customer service support. In this role, you would develop and lead all aspects of the Experience team's operations as they provide services for buildings, campus, or portfolio, with the goal of ensuring that these operations align with client goals and needs.

Responsibilities

Drives consistently, quality, service through supervision of other Host employees and third parties supporting multiple experience service types across an extensive campus or various site locations. Services include, but are not limited to: Concierge, Reception / Switchboard, Room Management, A/V Support, Meeting & Event Management, Community Programs, Meeting Supply Equipment, Food Services, Parking & Commute, Bicycle & Local Shuttle, Supported Employment, Company Store, Pet Programs, Document Services, Mail Services, Record Archiving, Office Supply Management, Moves, Adds, Changes, Furniture and Cable Management, Space Reset, Entrance Screening Protocol and Workplace Onboarding.
Manages a team spanning a wide campus or multiple locations. Provides guidance on employee management including recruitment, performance, engagement, and development.
Recommends budgets and ways to reduce costs. Crafts and handles the overall Experience Services operating budget and resolves annual budgets; Establishes savings goals and creates action plans to improve financial position(s).
Negotiate with clients, partners, and associates to resolve conflicting priorities. Sets goals and direction to meet and exceed client expectations. Sets achievable goals that are linked to the objectives of the organization.
Ensure consistency in support provided by the team through continuous review and improvement of multiple Experience Services spanning a vast campus or several locations. Review various Experience Services reports. Meets with client management team and appropriate departments to discuss and resolve discrepancies across a broad campus area or several sites.
Ensures safety standards are met by those delivering Experience Services, whether company employees or third-party service providers.
Collaborates with company and client IT teams to assess technology, training needs and implementation of program(s), training and tools for Experience Services teams and clients.
Lead negotiations for contract services; May advise strategic plan for utilization of vendor partnerships. Ensure all vendors used have current proof of insurance and contractual documentation in place, per requirements. Manage relationships with vendors who provide services and goods.
Identifies content and handles creation of workplace orientation materials and delivery throughout a wide-ranging campus or network of locations.
Deliver the Service Business Continuity plan on a semi-annual basis and conduct testing as required throughout a large campus or multi-site portfolio.
May be responsible for leading large programs delivered by third party vendors, such as food, transportation, events, or mail.
Performs other duties as assigned.