Job Title

Senior Workplace Experience Manager

Job Description Summary

The Sr Workplace Experience Manager is the ambassador for the client experience program. The Sr EM shall be responsible for ensuring service excellence and enhanced experience for the users and occupants within the workplace. The Sr EM shall provide assistance within the Facilities team through tools & processes to ensure a positive workplace experience each day. The Sr EM will assist in delivering a program that meets client expectations and business requirements and will interact with multiple stakeholders at all levels of seniority. The Sr EM will be responsible for the operational set-up and critically the ongoing facilities management of the client locations, which involves considerable attention to detail.

Job Description

The ideal candidate will have exceptional skills in customer service, strong knowledge of the local community, and the ability to support facilities management professionals in a fast-paced environment.
In addition, the purpose of this position is to provide management/leadership for the facilities organization at a specific facility, set of buildings, or campus environment. The position is charged with the day-to-day implementation of policies, procedures and programs that will assure a well-managed, well-maintained office environment, placing maximum emphasis on positive response to the concerns and needs of the occupants, environmental health and safety, and quality programs, in coordination and conjunction with the client's goals and objectives. The position coordinates the activities, financials, vendors and manpower required for current and future needs of the office and operations.

• Essential functions and responsibilities
  • Work with the entire Facility Management team to build and deliver best in class employee experiences in the workplace that in turn promote efficiency, productivity, and peak performance.
  • Provide occupants with information regarding the work environment and support existing and transitioning occupants within the workplace environment. This includes supporting protocols, culture & etiquette.
  • Design and implement guidelines and best practices for building occupants to optimize their experience.
  • Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience.
  • Proactively identify needed repairs, maintenance, or updates required in the workplace.
  • Communicate required information to employees, executives, facilities management, landlord, and Cushman & Wakefield account management, as needed.
  • Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are occupant ready.
  • Responsible for large meeting and event support. This includes coordinating onsite activities, setup and reset of spaces including audio visual equipment and furniture.
  • Ensure team members greet employees and guests with utmost courtesy and urgency to provide hands-on assistance when required. Project an approachable and professional image in personal appearance, manner, and demeanor.
  • Ensure complaints, questions, concerns and suggestions are addressed and conduct follow-up, if needed.
  • Provide “White Glove” service to Executives by meeting/greeting executive visitors to the assigned floor / area and escorting them to their destination and ensuring prompt and efficient follow up on any issues/ requests.
  • Ensure the day-to-day operations of the facility(s) or campus including janitorial, life-safety, engineering, and general maintenance are implemented and carried out in a manner consistent with C&W policies and client directives. This is to include the management of contracts to assure all contracts are reviewed on a regular basis and are bid out as needed and assures invoices match contract pricing.
  • Coordinate and oversee inbound deliveries between vendors and building management.
  • Develop short and long term tactical plans and programs for the innovation of office space activities based on strategic plans.
  • Collaborate with stakeholders to obtain Voice of the Customer data to capture service needs.
  • Responsible for the procurement, inventory management and stocking of break room snacks/ drinks for associates.
  • Management and auditing of parking and building access cards
  • Participate in monthly, quarterly and yearly security testing.
  • Supplemental support of onsite Support Services team. This includes processing and delivery of mail and parcels, fulfillment of special requests from onsite associates and project support.
  • Provide onsite support to the Technology team and technology vendors to include visual inspection of AV and desktop equipment and vendor coordination.

Key Competencies

Other key duties include;

• Develop and maintain strategic and tactical relationships with remote and local stakeholders. This includes US based Digital, Security, Facilities Management and Support Services teams.

• Ability to interact with onsite business unit leadership

• Co-ordinate and facilitate the interface between the partners and all location building staff in respect of service delivery, performance and feedback.

• Working within Real Estate and local teams to ensure space is optimized and allocated correctly

• Lead a steering committee formed of site-based business units to discuss any issues and own resolution plans

• Assist in ensuring best value for the designated services

• Identify service development options to improve existing contractual services and deliver cost efficiency within the FM services.

• A good understanding of relevant building occupational legislative requirements (e.g. fire, health & safety standards etc)

• A key stakeholder in the building handover process (e.g. understanding building systems configuration and commissioning activities, obtaining O&M manuals etc)

• Supporting all aspects of the building operational set up

• Management of supplier performance to agreed standards

• Creating and implementing a planned and preventative maintenance program – forming an asset log and tracking to comply with maintenance requirements - ensuring efficient operation of all building systems (as controlled by client as Tenant)

• Ensuring basic facilities such as water and heating etc are well maintained and tested in accordance with best in class standards

• Maintaining building service charge account, costs recharging/ allocations and reconciliation – proposing building service cost budgets, managing costs to budget

• Interaction with building governance committee – considering, evaluating, instigating, pricing and managing works for and future building investments, improvements and alterations

• Advising on initiatives to reduce office operational costs (including energy use)

• Serve as local coordination and support for all Home Office Real Estate and Support Services initiatives affecting the office location.

• Complying with client procurement standards, maintaining records to the selection and appointment of suppliers or service providers

• Respond to emergencies or urgent issues – respond to (or as delegated) call outs/ alarm activations

• Ensure all essential building systems are properly functioning (e.g. fire and safety systems, fire fighting equipment etc)

• Participate in forming and maintaining a business area Business Continuity Plan

The compensation for the position is: $85,000.00 - $100,000.00Cushman & Wakefield is committed to equity in employment and our goal is to have a diverse, inclusive, and barrier-free workplace. If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to canadarecruitment@cushwake.com. Please refer to the job title and job location when you contact us.Cushman & Wakefield s’engage à respecter l’équité en matière d’emploi. Notre objectif est d’offrir un milieu de travail diversifié, inclusif et exempt d’obstacles. Si vous êtes une personne handicapée et que vous avez besoin de recevoir l’offre d’emploi dans un autre format ou d’accéder à toute autre mesure d’adaptation au cours du processus d’embauche, veuillez soumettre votre demande par courriel à canadarecruitment@cushwake.com. Veuillez mentionner le titre de poste et le lieu de travail au moment de communiquer avec nous.INCO: “Cushman & Wakefield”