Workplace Experience Transition & Operations Director - San Francisco, Ca And New York, Ny

San Francisco - California - United States of America, South San Francisco - California - United States of America
Job Summary
The Experience Transition & Operations Director serves as the primary contact for the delivery of Experience Services which seeks to increase individual well-being, personal productivity, and organizational effectiveness for our clients.
The purpose of the leadership position is to focus on differentiating CBRE from its competition by implementing and delivering Experience Services in areas such as reception, mail & document services, meeting & events and workplace care across multiple accounts.
This role is focused on managing our strategy for delivery of Experience Services delivering tangible concepts to our diverse customer base and managing long term value across the Experience platform.
Duties & Responsibilities
Directs Experience Service Teams to deliver service levels within the prescribed scope and budget.
Services include, but are not limited to: Concierge, Reception/Switchboard, Room Management, A/V Support, Meeting & Event Management, Community Programs, Meeting Supply Equipment, Food Services, Parking & Commute, Bicycle & Local Shuttle, Supported Employment, Company Store, Pet Programs, Document Services, Mail Services, Record Archiving, Office Supply Management, Moves, Adds, Changes, Furniture and Cable Management, Space Reset, Entrance Screening Protocol and Workplace Onboarding.
Reviews and contributes to client's strategic plans and determine appropriate staffing levels to meet expectations; provides direction on Host management, including recruitment of talent, performance management, employee engagement, employee development and financials.
Establishes savings goals and creates action plans to improve financial position(s).
Negotiates with clients, partners, and associates to resolve conflicting priorities. Sets goals and direction to meet and exceed client expectations. Sets achievable goals that are linked to the objectives of the organization.
Manages development, production, quality and retention of Experience Teams
Provides vision, strategy, and implementation guidance for full scope of Host services. Manages client relationship.
Remains informed about developments within the Experience Services industry, and networks with in-company subject matter experts to bring world class solutions to bear for the client.
Monitors key service delivery metrics. Takes corrective action as needed. Meets with management team and appropriate departments to discuss and resolve discrepancies.
Ensures safety standards are met by those delivery Experience Services; whether company employees or third party service providers.
Ensures necessary tools and technology are available for Experience Services teams and clients.
Delivers strategic plan for utilization of vendor partnerships.
Maintains relationships with vendors who provide services and goods.
Ensures quality and regular audits of the Service Business Continuity plan
Performs other duties as assigned.
Qualifications

• Have a positive attitude and a strong sense of urgency in resolving any issues that may arise.
• Utilize a high level of attention to detail as well as strong interpersonal skills.
• Ability to comprehend , analyze, and interpret the most complex business documents.
• Proficient 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.
• Prior supervisory & customer service experience is highly preferred.
• Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.
• 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.
• 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.
• Ability to work flexible work schedules based on office needs.
• HS Diploma or GED required or equivalent combination of education and experience (equivalent work experience = 2 years experience for every year of higher level education). Bachelor's degree (BA/BS) or other relevant vocational training preferred.
• Ability to work requiring significant walking or through other means of mobility. Ability to work in a standing position for long periods of time. Ability to reach, bend, stoop, push and/or pull and frequently lift up to 20 lbs. and occasionally lift/move up to 40 lbs .
• Minimum of 10+ years related, with 5 of those in management or supervisory capacities preferred ( e.g. Front of House Manager, Lead Concierge, Hospitality, Rooms Manager, Experience Manager or Event Manager).
• Strong problem-solving skills. Highly adaptable and flexible. Ability to work independently with little supervision.
• 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.

Scope of Responsibility
Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve complex results. Responsible for setting project, department and/or division deadlines. Errors in judgment may cause long-term impact to line of business and/or overall company .
Safety
This Includes But Is Not Limited To
Responsible for personal safety and the safety of those who are affected by your work.

• Report any condition which you feel could result in an accident or injury and / or stop work if required .
• Participate in all HSE related programs & activities as required , including incident investigations, interviews, auditing, and assessment, etc.
• Complete at a satisfactory level all required and assigned HSE training.
• Follow all activity policies and procedures, including all HSE related requirements at all times.

As a Supervisor / Manager
While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to :

• Communicate any / all potential workplace hazards and workplace procedures.
• Support stop work authority when it is exercised in good faith.
• Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders.
• Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly.

CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for the Workplace Experience Director position is $150,000 annually and the maximum salary for the Workplace Experience Director position is $165,000 annually. The compensation that is offered to a successful candidate will depend on the candidate’s skills, q ualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE’s applicable benefit program.
CBRE is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law. We also provide reasonable accommodations, as needed, throughout the job application process. If you have a disability that inhibits your ability to apply for a position through our online application process, you may contact us via email at [email protected] or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).
NOTE: Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing. If you have questions about the requirement(s) for this position, please inform your Recruiter.
Host
Host is a service line of CBRE, the world's largest commercial real estate organization. Our mission is to increase individual well-being, personal productivity and organizational effectiveness through people-led, technology-enabled services. Put simply: our goal is to help people work smarter and delight in doing it.
Our experience offering connects employees to their environments - via technology, amenities, and communities that matter the most. Host’s scalable product suite includes concierge-quality services provided by talented CBRE “hosts”; world-class customer service training and certification; and a powerful, enterprise-grade technology platform.
The platform, which can be tailored to specific client requirements, features a robust mobile experience that allows users to navigate the workplace, schedule meetings with colleagues, reserve workspaces, use food and beverage services, and access building and concierge services.
Find out more
Service line: GWS Segment