Workplace Experience Manager

Cushman & Wakefield•Arlington, VA

5d•$106,382 - $125,155•Onsite

About The Position

The Workplace Experience Manager is a key member of the Cushman & Wakefield onsite account team and serves as a champion for the employee experience within the workplace. This role is responsible for developing and executing workplace experience strategies that leverage hospitality, technology, workplace design, amenities, and services to create an engaging, productive, and seamless workplace environment. Leveraging employee insights, workplace analytics, and Voice of the Customer data, the Experience Manager will identify opportunities to elevate the employee experience and partner with cross-functional stakeholders to develop and implement impactful solutions. This individual will lead onsite experience teams, champion service excellence, and serve as an ambassador for the workplace, ensuring employees, guests, and leadership stakeholders receive an exceptional experience at every interaction. The ideal candidate is a hospitality-driven leader with exceptional interpersonal skills, a proactive mindset, and a passion for creating meaningful experiences. They are highly collaborative, comfortable engaging with stakeholders at all levels, and thrive in fast-paced environments where service excellence is paramount.

Requirements

Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Ability to leverage data and analytics to inform decisions and improve employee experiences.
Exceptional verbal and written communication skills.
Ability to interact confidently with executives, clients, employees, and service partners at all levels.
Strong organizational skills with the ability to manage multiple priorities simultaneously.
Demonstrated leadership, coaching, and team development capabilities.
Customer-focused mindset with a passion for hospitality and service excellence.
Highly adaptable with the ability to navigate ambiguity and drive results.
Exceptional emotional intelligence, empathy, and relationship-building skills.
Ability to remain calm, resourceful, and solution-oriented in high-pressure situations.
Bachelor's degree from an accredited college or university, or equivalent combination of education and experience.
Minimum of 5 years of progressive experience in workplace experience, hospitality, employee experience, corporate real estate, facilities management, change management, or related fields.

Nice To Haves

Prior experience leading teams in a hospitality, workplace, corporate services, or client-facing environment preferred.
Experience utilizing customer feedback, workplace analytics, and performance metrics to drive improvements strongly preferred.

Responsibilities

Provide direct oversight and day-to-day leadership for junior level staff across multiple locations.
Manage staffing schedules, performance expectations, training, and professional development to ensure consistent service excellence.
Serve as an escalation point at client HQ for workplace experience-related issues, ensuring timely resolution and communication.
Foster a culture of hospitality, accountability, and continuous improvement.
Lead hospitality training programs for Cushman & Wakefield teams and strategic service partners.
Partner with Facilities Management, Design & Construction, Occupancy Planning, Communications, Technology, Events, and other cross-functional teams to develop and implement workplace experience programs aligned with client objectives.
Leverage employee feedback, workplace utilization data, customer satisfaction metrics, and operational insights to identify opportunities and enhance service delivery.
Support the development and execution of short- and long-term workplace experience strategies, initiatives, and activation programs.
Establish and maintain workplace experience standards, guidelines, and best practices.
Continuously evaluate emerging workplace trends, technologies, and amenities to identify opportunities for innovation.
Act as an advocate for employees by identifying and addressing workplace needs, concerns, and service gaps.
Develop and support initiatives that foster employee connection, engagement, belonging, and workplace community.
Ensure workspaces, meeting rooms, collaboration areas, and amenity spaces are consistently maintained and ready for use.
Proactively identify opportunities to improve workplace functionality, comfort, and overall employee satisfaction.
Collaborate with stakeholders to create memorable workplace moments and experiences that reinforce organizational culture.
Deliver white-glove service to executives, VIP guests, and key stakeholders.
Build strong relationships with client leadership and business partners to understand evolving workplace needs and priorities.
Support the communication and promotion of workplace experience programs through compelling storytelling, data, and business insights.
Assist in the development of business cases, presentations, and success stories demonstrating program impact and return on investment.
Drive achievement of employee experience, customer satisfaction, hospitality, and operational performance KPIs.
Analyze workplace experience data and trends to generate actionable recommendations.
Monitor service delivery performance and implement continuous improvement initiatives.
Support regular reporting on workplace experience metrics, program effectiveness, and employee engagement results.