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Workplace Experience Manager

Company: ISS Facility Services - North America
Location: Roseville
Posted on: November 19, 2021

Job Description:

Workplace experience ("WX") is a holistic approach to creating the optimal environment for employees to do their work. It examines how space and technology can drive better business outcomes-from employee productivity and engagement, to talent retention. They're responsible for curating on-site experiences that support employee productivity and engagement. They help ensure their companies get the most out of real estate and workplace tech investments.

Workplace experience manager is a hybrid role between an HR manager and a facilities manager. They are responsible for the overall employee experience and the elements that influence it, including the physical workplace, technology and policies that shape the company culture.

RESPONSIBILITIES:

The Workplace Experience Manager manages employees and daily operations to create a workplace that increases individual well-being, personal productivity, and organizational effectiveness. Host uses people-led services to connect employees to their environment through high-touch services and world-class customer service support. From the "Front Door" at the heart of this newly renovated, modern campus location, the workplace experience team will be well positioned to elevate the employee and visitor experience bring to life frictionless, productive workdays.

In this role, you would manage several Workplace Experience team members as they provide services for a portfolio of buildings, actively seeking opportunities to improve onsite work experience and deploy new initiatives while leveraging CBRE Host platform and feedback from employees and business units.

The team liaises with the Facility Management and vendors to ensure a high level of service, manages the program and communicates with staff on delays/changes/cancellations. The manager maintains operating budget and completes performance reviews; Interfaces with Client's HR, Security, IT, Community Relations, and Food Programs and introduces new initiatives / alignment with CBRE Host platform.

This position is responsible for managing exempt and non-exempt employees on all aspects of the delivery of workplace experience services for a large building, campus, or portfolio. Oversees operating policies and procedures ensuring those are aligned with the client's business needs, goals and objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Manages delivery of Workplace Services. Services include, but are not limited:

Concierge/Reception
Room Management
A/V Support
Meeting & Event Management
Community Programs
Workplace Coaching & Onboarding
Food Services
Parking & Commute
Bicycle & Local Shuttle
Supported Employment
Company Store
Site Programs
Document Services
Mail Services
Record Archiving
Office Supply Management
Moves, Adds, Changes
Furniture Management
Space Reset
Workplace Onboarding

Responsible for one or more office sites; provides direction on employee management (e.g. recruitment of talent, performance management, etc.); makes recommendations on budgets and cost reductions.

Ensures consistency in support provided by the team through continuous review and improvement of existing processes. Works with managers to resolve conflicting priorities. Interprets and communicates goals and direction with management, sets achievable goals that are linked to the objectives of the organization.

* Manages Workplace Experience team member and third-party service provider on-boarding process, including new employee orientation, training, equipment, and software ordering.

Maintains relationships with vendors that provide services and goods. Ensures all vendors used have current proof of insurance and contractual documentation in place, per requirements.

Manages accuracy, production, quality, and retention of program materials, which may include administration of SharePoint sites or similar. Ensures client and company materials comply with client and company brand guidelines.

Collaborates with company and client IT teams to assess technology, training needs and implementation of program(s), training and tools for Workplace Experience teams and clients.

Ensure safety standards are met by those delivery workplace experience services; whether company employees or third party service providers.

Assists in the completion of the office Business Continuity plan.

Performs other duties as assigned.

*SUPERVISORY RESPONSIBILITIES:
Provides formal supervision to individual employees within single functional or operational area. Approves subordinate's recommendations for staff recruitment, selection, promotion, advancement, corrective action, and termination. Effectively recommends same for direct reports to next level management for review and approval. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE:
HS Diploma or GED required. Bachelor's degree (BA/BS) or other relevant vocational training preferred. Minimum of 6 years related (e.g., Front Desk, Concierge, Hospitality, Room Management, or Customer Service) roles preferred. Previous supervisory & customer service experience preferred.

COMMUNICATION SKILLS:
Ability to comprehend, analyze, and interpret the most complex business documents. Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches, and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups. Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.

Comfortable meeting and engaging with new people.
Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.

FINANCIAL KNOWLEDGE:
Requires in-depth knowledge of financial terms and principles. Ability to calculate complex figures. Ability to forecast and prepare budgets. Conducts financial/business analysis including the preparation of reports.

REASONING ABILITY:
Ability to solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based multi-industry sales environment. Draws upon the analysis of others and makes recommendations that have a direct impact on the company.

OTHER SKILLS AND ABILITIES:
Intermediate skills with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc. Comfortable with and embracing of new technologies and digital tools, such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications.

Best candidates will have a genuine interest in in anticipating and serving the needs of others. A warm demeanor and desire to collaborate with others is key.

Physical ability to assist with warehouse operations. Able to lift 50 lbs.

SCOPE OF RESPONSIBILITY:
Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results. Responsible for setting department deadlines. Errors in judgment may cause long-term impact to co-workers, supervisor, department and/or line of business.

SAFETY:
Follow all activity policies and procedures.
Participate in all onsite related programs & activities as required, including incident investigations, interviews, auditing, and assessment, etc.
Report any condition which you feel could result in an accident or injury and / or stop work if required
Be aware of and understand all safe work practices and procedures and potential hazards associated with the work environment
Maintain and wear at all times required appropriate personal protective equipment (PPE)

ISS, a leading workplace experience and facility management company, provides placemaking solutions that contribute to better business performance and makes life easier, more productive, and enjoyable - delivered to high standards by people who care. ISS believes that people make places and places make people. From strategy through to operations, ISS partners with over 60,000 customers in 30+ countries to deliver places that work, think, and give and is served by 471,056 employees who connect people and places every single day. In 2019, ISS earned DKK 78 billion in revenue. It is headquartered in Copenhagen, Denmark.

Keywords: ISS Facility Services - North America, Roseville , Workplace Experience Manager, Executive , Roseville, California

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