Workplace Experience Lead

Job Title

Workplace Experience Lead

Job Description Summary

The Workplace Experience Lead is the key support resource for the Workplace Experience Manager in ensuring service excellence and enhanced experience for the users and occupants within the workplace. The purpose of this position is to support the facilities organization at a specific facility, set of buildings, or campus environment.The Workplace Experience Lead will provide tactical support related to workplace tools & processes to ensure the facility remains ready to receive employees each day. This individual will be the eyes and ears of the workplace, and the first-line-of-response for all employee needs, partnering with cross functional teams to help take the employee experience to the next level in support of the client’s workplace priorities. The ideal candidate will be hospitality-focused and showcase a contagiously positive attitude. Additionally, the candidate will have strong leadership and communication skills while supporting the facilities management and operations professionals in a faced-paced environment.

Job Description

Essential Responsibilities:

• Oversee a team of Workplace Experience Coordinators in driving the implementation of policies, procedures, and programs that will assure a well-managed, well-maintained building, placing maximum emphasis on positive response to the concerns and needs of the occupants.
• Provide high touch support to employees in the workplace. This includes, providing employees with tools, support, information and wayfinding to return to the office safely.
• Act as the first line of response to Technology and Facility related concerns, troubleshoot issues, and follow up as required.
• Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are employee ready.
• Provide support for employees transitioning to and working within an unassigned and oversubscribed environment, including support for equipment and processes, introducing and reinforcing protocols & etiquette.
• Ensure complaints, questions, concerns and suggestions from employees are addressed and conduct follow-up, if needed.
• Obtain voice of the customer data (quantitative and qualitative) to capture service needs. Share information with leadership and cross functional teams.
• Help support return to work safety guidelines, best practices, and standards for employees and cross-functional service teams.

Key Competencies:

1. Competency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) required

2. Must be able to use laptop, mobile device and wireless technologies

3. Showcase strong business acumen

4. Comfortable corresponding with executive level clients, and interacting with individuals at all levels

5. Detail oriented, confident, self-starter with exceptional organizational skills

6. Maintain a “can do” mentality with the ability to act with minimal information

7. Demonstrate integrity, accountability, self-awareness and strong work ethic

8. Ability to work under pressure, while acting in a calm manner

9. Showcase exceptional emotional intelligence and empathy

Education and Important Experience:

• Four-year college/university degree in applicable field
• Or 5-10 years of hospitality experience in lieu of a degree
• IMPORTANT EXPERIENCE
• Minimum of 2 years of related work experience in real estate services, travel/hospitality, retail, or change management

Additional Qualifications:

AAP/EEO Statement:

C&W provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees during employment are treated without regard to any of these characteristics. Discrimination of any type will not be tolerated.

OTHER DUTIESThis job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.The company will not pay less than minimum wage for this role.The compensation for the position is: $ 106,381.75 - $125,155.00Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email 

Accommodations@cushwake.com?subject=Accommodations

. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”