Workplace Experience Manager

This role is onsite at the Tampa campus and supports Workplace Experience resources in the Southeast region (Jacksonville, Charlotte, DC, Tampa).

About the role

The Experience Manager will be a key member of the Cushman & Wakefield onsite account team, responsible for supporting the creation of a workplace experience program that leverages technology, workplace design, amenities, and services to drive employee engagement and retention. This role uses employee data (both quantitative and qualitative) to build a program that enhances the workplace experience, partnering with cross-functional teams to implement meaningful solutions. The ideal candidate is hospitality-focused, with a positive attitude, exceptional communication skills, and the ability to thrive in a fast-paced environment.

Responsibilities

• Oversee Ambassadors and manage day-to-day people management duties for all Lead Ambassadors at a specific building, set of buildings, and/or sites, including scheduling, guidance, and ensuring team expectations are met.
• Serve as the primary escalation point for Lead Ambassadors, ensuring all complaints, questions, and concerns are properly addressed.
• Collaborate with cross-functional teams in Facilities Management, Janitorial, Design, Space and Occupancy Planning, Strategy, and Communications to build and implement client-specific programs focused on delivering exceptional employee experiences.
• Obtain Voice of the Customer data (quantitative and qualitative) to capture service needs and share insights with leadership and cross-functional teams.
• Spearhead hospitality training programs for onsite Cushman & Wakefield service teams to ensure colleagues greet employees and guests with courtesy and urgency.
• Implement experience-related guidelines, best practices, and standards for employees and cross-functional service teams.
• Continuously evaluate and identify innovative ways to streamline and enhance service delivery to maximize the employee experience.
• Support the development of short- and long-term tactical plans and programs for workplace amenities and services based on strategic plans and user data.
• Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are employee-ready.
• Proactively identify needed repairs, maintenance, or updates in the workplace.
• Address complaints, questions, concerns, and suggestions from employees, conducting follow-up as needed.
• Provide “White Glove” service to Executives and key stakeholders, ensuring prompt and efficient follow-up on issues or requests.
• Articulate program goals and vision through storytelling, supporting data, and business cases.
• Develop case studies to showcase ROI and impact.
• Maintain a professional and approachable image in personal appearance, manner, and demeanor.
• Develop building initiatives designed to create connections between occupants.
• Deliver results related to all employee experience and customer satisfaction KPIs.

Requirements

• Four-year college/university degree.
• Minimum of 5 years of related work experience in real estate services, travel/hospitality, brand/product management, management consulting, or change management.
• Competency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Ability to use laptop, mobile device, and wireless technologies.
• Strong business acumen and comfort corresponding with executive-level clients and interacting with individuals at all levels.
• Detail-oriented, confident, self-starter with exceptional organizational skills.
• Ability to maintain a “can-do” mentality and act with minimal information.
• Demonstrated integrity, accountability, self-awareness, and strong work ethic.
• Ability to work under pressure while remaining calm.
• Exceptional emotional intelligence and empathy.

Work Environment

This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The role may require travel between properties in varying weather conditions.

Physical Demands

The physical demands described are representative of those required to successfully perform the essential functions of this job. The employee is regularly required to travel from floor to floor and may need to travel outside between buildings in varying outdoor weather conditions. The role may also require prolonged sitting or standing, regular use of hands to operate office machinery, and regular walking, talking, and hearing.

Pay

$89,250.00 - $105,000.00

Benefits

Cushman & Wakefield provides eligible employees with an opportunity to enroll in a variety of benefit programs, including:

• Health, vision, and dental insurance.
• Flexible spending accounts and health savings accounts.
• Retirement savings plans.
• Life and disability insurance programs.
• Paid and unpaid time away from work.