Workplace Experience Manager

About the role

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.

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.
• Support the communication and promotion of workplace experience programs through compelling storytelling, data, and business insights.
• Aid 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.

Requirements

• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Exceptional verbal and written communication skills.
• Ability to leverage data and analytics to inform decisions and improve employee experiences.
• 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.

Qualifications

• 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.
• 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.

Skills

• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Exceptional verbal and written communication skills.
• Ability to leverage data and analytics to inform decisions and improve employee experiences.
• 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.

Benefits

Comprehensive benefits package, competitive pay, and opportunities for professional growth.

Pay

$106,381.75 - $125,155.00

Schedule

Flexible schedule to accommodate various work locations and client needs.